Custom Templates Missing in JSM Confluence ‘Create’ Integration

[Anastasia Gourina]

Hello everyone,

I’ve encountered an issue with Atlassian Confluence and Jira Service Management (JSM) that I hope the community can help with. When creating a linked page in a JSM Problem record using a custom template in Confluence, the custom template doesn’t appear in the JSM Confluence ‘Create’ integration. This seems to be a limitation affecting any custom templates that aren’t the out-of-the-box Atlassian ‘Blueprints’.

Description of the Issue:

There’s a limitation where custom templates (any that are not Atlassian’s default ‘Blueprints’) do not show up when using the ‘Create’ button via JSM, Jira, or Jira Work Management (JWM). This issue doesn’t occur when accessing Confluence directly—only when creating pages through the ‘Create’ action inside JSM.

Workaround we are using and aware of:

Option 1: Manually Create the Page in Confluence

1. Click on the Open in Confluence button to open Confluence in a new browser tab.
2. Select your custom template.
3. Give the page a title and click Publish.
4. Choose the appropriate space and parent page for the new page.
5. Return to the JSM tab. The page should now display the content from your custom template.
6. Click the Update button to publish and link the page to the JSM Problem ticket.
7. Close the pop-up screen.
8. Scroll down in the ticket to verify that the Confluence page is linked.

Option 2: Re-purpose an Existing Confluence Blueprint Template

1. Identify an out-of-the-box Blueprint template in Confluence that is seldom used.
2. Rename and modify this Blueprint template to match your custom template’s design and content.
3. Since it’s a Blueprint, it should now appear in the JSM Confluence ‘Create’ integration.

Has anyone else faced this limitation? Are there alternative solutions or better workarounds that you’ve found effective? I’m particularly interested in whether re-purposing a Blueprint template is sustainable or if there are potential pitfalls.

I found an open issue on Atlassian’s Jira about this problem: CONFCLOUD-77511. If this limitation affects you too, please consider upvoting the feature request to increase its visibility.

Any insights, suggestions, or support would be greatly appreciated!