JSM Virtual Service Agent only indexes 1 of 4 linked Confluence articles
Hi everyone,
I'm having an issue with AI Answers in JSM Cloud's Virtual Service Agent (VSA).
Although a linked Confluence KB space contains 4 published articles, the AI Answers setup screen shows only "1 article," and the portal chat fails to answer KB-based questions. However, all 4 articles appear properly in the standard Customer Portal search bar, suggesting the JSM-Confluence linkage works, but the AI indexing pipeline is stuck.
1. Environment & Symptoms
Environment: JSM Cloud / Confluence Cloud
Structure: Standard Confluence space (1 home page + 2 parent pages + 4 child articles)
Symptoms:
Project settings > Virtual Service Agent > AI Answers shows "1 article".
Portal chat returns fallback responses ("I'm still learning") for relevant queries.
Standard portal search finds and displays all 4 articles normally.
2. Troubleshooting Already Attempted
Page Hierarchy: Verified articles are standard child pages, not Confluence Folders.
Re-triggering: Edited and republished each article to trigger update events.
Permissions: Access is set to "All logged-in users" with no page restrictions or label filters.
Resetting: Unlinked/re-linked the KB space and toggled AI Answers off and on.
Time: Waited several days with no change.
3. Questions
Why would articles be visible in standard portal search but skipped by AI Answers indexing?
Is there a way to force a manual rescan/sync for the Atlassian Intelligence vector index?
Are there specific admin.atlassian.com settings (e.g., Rovo / Atlassian Intelligence permissions) required for AI Answers to process KB content?
Thanks in advance for your help!