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How to set the portal from a space?

Jean Duporté

I have 2 spaces for my Help Center that I want to link. I linked the two sources of ressources (from our Confluence) in the settings of the space but once I opened the Help center the name of the 2 sources is not the same and it miss some articles of each source in the Help center.

How it is possible to set different name in the Help center + how to set to have all the articles of the source to appear in the Help center?

2 sources from Confluence: Capture d’écran 2026-07-06 à 14.26.52.png

Current Help center:

Articles from Confluence:

What appear on the Help center:

Accepted answers

All comments

Arkadiusz Wroblewski

Hello @Jean Duporté

The names you see under “En savoir plus sur” are actually KB categories, which you can edit directly under Project settings > Knowledge base > Categories.

Simply linking a Confluence space doesn't automatically make every page a browsable article in the portal.

Here are some official resources: How to list all Knowledge Base articles on the portal | Jira and Jira Service Management | Atlassian Support

Categorize knowledge base articles | Jira Service Management Cloud | Atlassian Support

Best,

Arek🤠

Jean Duporté

Hello @Arkadiusz Wroblewski

Thank you for your response! But as it is described, I don't have any "+" button to create a category...

It is described:

In your service project, go to Knowledge Base and click on the plus icon + to add a New category

But as you can see on the screen capture there is no section category.

Capture d’écran 2026-07-06 à 15.31.21.png

James Gamble

Hola Jean,

In Jira Service Management, this usually comes down to how knowledge bases are connected and how the Help Center decides what content is actually surfaced, rather than anything being wrong with Jira or Confluence.

When you connect Confluence spaces as knowledge sources, Jira Service Management does not automatically mirror everything from those spaces into the portal. Only pages that qualify as knowledge base articles and are properly picked up by the service project will show in the Help Center, which is why you can see differences between what exists in Confluence and what appears in the portal.

The naming you see in the Help Center is also not pulled directly from the Confluence space name. Those labels come from the service project’s knowledge base configuration, which can be adjusted in the project settings. Atlassian covers that setup here: https://support.atlassian.com/jira-service-management-cloud/docs/connect-a-confluence-space-to-a-service-project/

What you’re describing with missing articles usually happens when one of a few things is off. The Confluence space might be connected, but it isn’t fully indexed as a knowledge base source in the service project. In other cases, the articles do exist, but they haven’t been published, or they aren’t accessible to the service project due to permissions. It can also happen when the knowledge base connection pulls in multiple spaces. Still, only some of the content is eligible to appear because of how permissions or configuration are set up.

So the fix is typically to go into the service project settings and verify the knowledge base connections, then confirm that both spaces are properly added and that the articles you expect are actually eligible to be exposed in the Help Center.

At a higher level, the Help Center is not a direct view of Confluence. It is a filtered layer based on what Jira Service Management is configured to treat as knowledge base content, which is why it can appear inconsistent when multiple spaces are involved, or the KB setup is partial.

Thanks,

James

Jean Duporté

Hello,

I'm sorry but your link does not work and that is not responding to my previous question: I don't have the possibility to add Categories as it is described in the documentation of Jira.

Is it because I'm not an admin? Why I can link knowledge base to the portal but not manage what appears on the portal then with categories?

Jean Duporté

Any ideas?

James Gamble

Hey Jean,

You’re right to call that out, and I’m sorry. The link I gave you previously was outdated and didn’t take you to the category instructions you were asking about.

The screen in your screenshot is the Knowledge base settings page, which is used to connect and configure Confluence sources. Categories aren’t created there. Go back to the service space itself and select Knowledge base from the main sidebar. From that view, select New category, enter the category name and description, and then add the articles you want displayed under it.

Here’s the current working Atlassian guide for that process.

The names shown under “En savoir plus sur” are category names, not the names of the connected Confluence spaces. Connecting a space makes its content available to the knowledge base, but it doesn’t automatically create a portal category or list every page. You’ll need to create the categories and add the relevant articles to them.

If the new category still doesn’t appear when you’re in the main Knowledge base view, then permissions are the likely issue. Atlassian states that the service space administrator handles this setup, so you may need a space admin to create and manage the categories.

Thanks,

James

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