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How do I connect my JSM to already existing Confluence and Jira?

Claude_s7ijxq

When we originally set up our JSM it asked me if I'd like to link it to an existing product. We have both Confluence and Jira installed. I selected our jira (only one was selectable). This now enabled us to add our "normal" jira users as collaborators and I manually select a handful of people to be agents.

Unfortunately I know sadly also found out, that creating this JSM automatically created a new Confluence Site with the name of our Jira product which is being billed.

How is it possible for me to create a JSM which uses our already existing Confluence Page as a Knowledge base, but still enable the jira users to be added as collaborators and be able to link existing jira issues in JSM.

I just want to link the JSM with our already existing products and not be billed extra or create extra sites.

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Tomislav Tobijas

Hi @Claude ,

Can you maybe check admin.atlassian.com > Billing and see if your existing Confluence is listed there?

2025-01-17 09-17-22.png

Is it possible that your Jira and Confluence are under two different organizations?
Also, are you potentially using Atlassian Enterprise? Like, is any of your current products on Enterprise plan?

To circle a bit back, if you have products under different organization, you could probably use transfer products feature to move them all under 'one hat'.

Note that you should be able to use existing Confluence site for your (new) JSM product and not necessarily pay two different Confluence instances.

Cheers,
Tobi

Claude_s7ijxq

Hi @Tomislav_Tobijas_Koios_,

I believe they are all under the same organization. If I got to the top left and check all products, they are all listed under the same logo. I believe that's also a sign that it's all under one organization.

Unfortunately I'm only a site admin and not a organization admin so I can't verify if we are using attlassian enterprise, but im 90% sure we are as we are also billed annually.

Claude_s7ijxq

Initially when I added JSM as a product, was I supposed to add to existing and then select confluence instead of Jira. Maybe then it would not have created a new confluence site for this JSM product automatically.

Also I have noticed that when I got to link the JSM with a knowledge base the only conf. pages that appear in the dropdown menu are the ones that were automatically created and exist on this new site. Nothing from our original site shows up in the dropdown menu.

Tomislav Tobijas

@Claude you could probably get some information from product switcher (top left as you said) as well, but I would suggest reaching out to your Org admin just to confirm. The whole setup could highly be impacted on how the organization itself operates, plus, as said, if you're using Enterprise products or not.

Here's one additional support doc on the topic: Understand Atlassian sites and organizations

👀 What you could probably check are the URLs of your existing Confluence and of your new JSM. If these match (in a way sitename.atlassian.net) then these are under the same site. That's if you're not using custom domains.

Apart from that, again, maybe first reach out to Org admin as they'll probably have more info, or you can also reach to Atlassian Support as they could check your Organizations and sites and provide more info on the matter.

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