Why is Rovo unable to find documents in SharePoint after configuring a SharePoint connector?

[Brian Lysy]

We recently configured the Atlassian "SharePoint and OneDrive" connector, however, when I ask Rovo to summarize files which I know exist in SharePoint, it tells me it is unable to locate the files. I verified that the SharePoint site is listed in the allowed sites tab. It is my understanding that when Rovo executes a search, it will use my account to access the SharePoint site, so permissions should not be an issue as I have access to the site. The Connector status is "Up to Date" and 91,000 files are indexed.

[Arkadiusz Wroblewski · Accepted solution]

Hello @Brian Lysy 

A green connector status shows the pipeline is running, but it doesn't guarantee specific files are available to your session. Try finding the file by its exact name in Rovo Search first. If Search can't see it, Chat can't access it either. Sounds obvious but is not always so obvious.

Also, make sure you have personally authenticated your account within Rovo so it can pull your individual SharePoint permissions at runtime.😬😉

Additionally, check that the file is a supported format (like Word, Excel, or PDFs under 10 MB) and isn't outside the admin's allowlist scope. To isolate the issue, test a brand-new Word document in that folder. If that also fails to appear in Search after indexing, your best bet is to open an Atlassian Support ticket so they can check the backend logs.

Best,

Arkadiusz🤠☀️

[Arkadiusz Wroblewski]

Hello @Brian Lysy 

Thanks for update. Ok. So Rovo Search and Chat can find the file, your connector is working perfectly. The breakdown is likely because the SharePoint source hasn't been explicitly linked to your specific JSM project.

Go to Project settings > Channels & self service > Knowledge base, click Add knowledge, and select Microsoft SharePoint. Also, verify that the folder is within your mapped scope, the virtual agent has AI answers enabled, and your test user is authenticated.

If it still fails exclusively within the JSM portal agent, open a ticket with Atlassian Support, as that points to a localized backend bug.

Best,

Arkadiusz 🤠☀️

[Brian Lysy]

I tried something similar to your suggestion, I created a sub agent and added Microsoft SharePoint as a knowledge source; now the agent is able to find the file. I also started a new chat, so I'm not sure yet what actually fixed the issue; the new chat or explicitly adding the SharePoint knowledge source. I will test further on Monday.

Thanks!

[Arkadiusz Wroblewski]

@Brian Lysy 

Nothing to thanks 😊🤗

[Arkadiusz Wroblewski]

@Brian Lysy 

I agree with you. Both of those things could have helped. Sometimes new sessions solving things, they Tending often to stuck.

Adding this as a knowledge source makes it actually accessible. So who knows? What matters is that it works.

Did you need help with anything else?

If not, please accept the answer that helped you, it makes it easier for others to find it when they're looking for a solution.

Best,

Arkadiusz 🤠 ☀️ 

[Brian Lysy]

Hi Arkadiusz,

I should have been more specific. I'm referring to my Help Desk agent not being able to find the file. Per your suggestion, I tried both Rovo search and Rovo chat and both were able to find the file. I do not understand why my Help Desk agent is unable to locate the file. The agent lives on the main Jira site - companyname.atlassian.net/servicedesk/customer/portals

Thanks!