Customers get "The knowledge base article could not be found" when KB is linked as a Confluence Fold

Question

Hi,

We're experiencing an issue with the Folder knowledge source feature in JSM Cloud.

When we link a Confluence Folder as the knowledge base source (instead of a full Space), customers are unable to open any KB articles — either from Customer Portal search or from public comments containing a KB article link. They see: "The knowledge base article could not be found."

The articles are published, unrestricted (Open), and located directly under the linked folder. Agents are not affected — they can search and insert articles normally. Switching back to a full Space knowledge source immediately fixes the issue for customers.

The Folder option is available directly in the JSM Cloud UI, so we assume it's a supported feature — but it doesn't seem to work on the customer side.

Confirmed still reproducible: July 2026.

Has anyone else run into this? Is there a known fix, workaround, or an active JSDCLOUD ticket tracking this?

Thanks

Lenka

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Description:

Summary
When a Confluence Folder is configured as the knowledge base source in JSM Cloud (instead of a full Space), customers are unable to open KB articles — either from the Customer Portal search results or from public comments containing a KB article link. The error shown is: "The knowledge base article could not be found."

Agents are unaffected — they can search and insert articles normally. The issue is exclusively on the customer-facing side.

Steps to Reproduce

* In JSM Cloud, go to Project Settings → Knowledge Base

* Link a Confluence Folder (not a full Space) as the knowledge base source

* Ensure the articles are published, unrestricted (Open), and located directly under the linked folder

* As a customer, open the Customer Portal and search for an article — or open an article linked in a public comment

* Click on any article

Expected Result
The article opens normally, as it does when a full Confluence Space is linked.

Actual Result
The customer sees: "The knowledge base article could not be found."

Workaround
Switching back from a Folder knowledge source to a full Space knowledge source immediately resolves the issue for customers.

Additional Context

* The Folder knowledge source option is available directly in the JSM Cloud UI, which indicates it is a supported, generally available feature — not a beta or experimental option

* This issue is confirmed still reproducible as of July 2026

* Agents (internal users) are not affected — only customers

* Affected surfaces: Customer Portal search results, public comments with KB article links

Environment

* JSM Cloud

* Confluence Cloud

* Confirmed on: July 27, 2026

Dan Breyen · Accepted Answer

Hi @Lenka Benedíková I'm linking a Support Article from Atlassian on using the folder for reference:: link-a-confluence-folder-to-your-knowledge-base

I don't see any open work items on Atlassian's Jira Site, but I could have missed it.

I've requested Atlassian Support weigh in.  I would say if you've gone through that KB article and you haven't heard from Atlassian in a few days,  to open a Support Work Item, since your the Project Admin.

Joseph Chung Yin · Accepted Answer

@Lenka Benedíková -

The key that you want to focus on is the folder's space permission setup in Confluence (especially the parent of the folder permission configuration).

Hope this also helps.

Best, Joseph

Lenka Benedíková · Accepted Answer

Hi,

Thanks, @Dan Breyen and @Joseph Chung Yin, for your responses.

I have already verified the Confluence space permissions.

The behavior is as follows:

* The folder is successfully linked.
* The article is indexed and appears in the customer portal search.
* The customer can see the search result.
* Opening the article always ends with the message: "Knowledge base article could not be found."

If we unlink the folder and link the entire Confluence space instead, the same article opens correctly.

As suggested, I'll wait for a response from Atlassian Support. If I don't hear back within the next few days, I'll open a support ticket.

BR, Lenka