Jira Service Desk -- Knowledge Base link not working

[Iliya]

When viewing a ticket, the KB link on the left side of the Jira Service Desk screen does not work.  

- When clicked it does not do anything.  

- The URL of the link appears to be the URL of the ticket being viewed

- The link stoped working when Jira interface updated to the new interface version

- Only 1 project appears to be impacted (this happens to be the only project which utilizes Confluence )

- Link is working well and KB popup appears on the main project page but not working when viewing individual ticket

thank you

[Meg Holbrook]

Hey Iliya, 

Is the expected behavior that linked KB articles will appear in this section? As far as I am aware, this KB link on the left bar is only for searching and linking to confluence, not issue-specific. 

If you scroll down in the ticket to the linked issues section, that is where you will find the related KBs to the issue. 

[Iliya]

Hello Meg,

The expected behavior is for a popup to appear with Confluence search field (Please see the included picture) 

Instead, nothing happens when the link is clicked

thank you

[Meg Holbrook]

Do you have a popup blocker installed? Sometimes Chrome and other browsers natively block popups as a setting. 

[Iliya]

I do not.  I have tried with Chrome and Safari with the same results

Also keep in mind, this happens only on 1 project and only when viewing a case.  

[Lisa Ice]

We have the same issue.

[Marc Isikoff]

We can get it partially working with giving it a specific confluence space. But the knowledge base purports to allow labels on confluence pages to be a limiting determination of articles to pick - it does not behave and picks articles from anywhere in the Confluence space, not respecting the labels we put in place - we have tuned off this feature as broken.