Issue Summary

The customer is attempting to integrate a Confluence knowledge base with their Jira Service Management project (DOKAPISD) but is facing issues with visibility. Although the linking process indicates success.

Steps to Reproduce

A customer cannot successfully link an external Confluence space as a knowledge base to their Jira Service Management project. The UI reports that the space was “successfully linked” but:

• The Knowledge base section in project settings still shows the “Add knowledge to resolve requests faster” onboarding screen.

• No knowledge base configuration appears.

• Internal KB works, but the external Confluence space (“Answer Hub”) never “sticks” as the KB for the project.

• This prevents them from allowing logged-in JSM customers (without paid Atlassian licenses) to read KB articles from that space.
• The permission is set correctly.

1. In Jira Service Management:
2. Go to JSM project 
3. Navigate to Project settings → Knowledge base.
4. When presented with the onboarding screen “Add knowledge to resolve requests faster”, choose to link an existing Confluence space.
5. Select the external space “Answer Hub” and click Link.
6. Observe:
7. After the toast disappears, you are returned to the same onboarding screen.
8. No KB configuration (linked space, article search, etc.) is shown.

Expected Results

The Knowledge base section for the JSM project should show the linked Confluence space (“Answer Hub”)

Actual Results

• The Knowledge base page remains on the “Add knowledge to resolve requests faster” onboarding screen.

• The external Confluence space (“Answer Hub”) is not displayed as linked.

Workaround

No workaround available