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Why can't JSM tickets link Knowledge Base articles?

Brandon Schaefer_izobyy

I've created a JSM project and also a Confluence space. I've linked the Knowledge Base to the JSM project. I can see articles when navigating directly to Knowledge Base -> Internal. I can type in a search and appropriate articles appear.

The problem is when I do the same from within a JSM work item, search shows "No articles found". Is this possibly related to internal/external setting of the knowledge base? What else may be the issue?

Accepted answers

Marc -Devoteam-

Hi @Brandon Schaefer

Yes, this is the case.

It needs to be set to external.

Internal the articles can only be used by licensed Confluence users.

the-difference-between-internal-and-external-knowledge-bases

All comments

Alex Koxaras -Relational-

Hi @Brandon Schaefer

Although I didn't find it on the official documentation, I would say that the embedded field "Knowledge Base" on the issue view, is only for external KBs, in order to share them with the customer. So I wasn't able to use it with just an internal KB linked to a JSM project. No space or page restrictions to any page, and still no results.

Hope the above helps.

Marc -Devoteam-

Hi @Brandon Schaefer

Yes, this is the case.

It needs to be set to external.

Internal the articles can only be used by licensed Confluence users.

the-difference-between-internal-and-external-knowledge-bases

Grace Kim

Hello - I am adding on this question as I had the same results as @Brandon Schaefer . I have a Confluence space that is internal/accessible for all the agents in the JSM space. I linked my JSM to this confluence space, however 0 articles are suggested when I search in the work task in the "Knowledge Base" field. Is that field not intended for the internal KB @Alex Koxaras -Relational- ? Is that field for external Confluence KBs?

If so, can I create a Confluence space that is external facing? What permissions do I need to add to Confluence and to JSM? Our JSM is only open to internal staff - some have licenses, and some are just customers. Thanks!

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