Issue Summary

When a knowledge base article includes child pages, links to these child pages don’t generate the correct portal URL. Instead, the URL redirects to the internal Confluence page.

This is mainly observed when the portal uses a custom domain and the Confluence doesn't have one or is not eligible for one due to a standard plan. However, site rename is just one of several things that can cause that hostname mismatch. It could also happen after a KB space gets disconnected and reconnected, after certain configuration changes, or even after Confluence re-indexes content.

Steps to Reproduce

1. Navigate to a knowledge base in the JSM portal that contains child pages
2. Attempt to access a child page by clicking its link

Expected Results

The link should direct users to the JSM Portal view of the article, using a URL formatted as:

https://<instance>.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/SPACE/pages/ID

Actual Results

Instead, the link is using the internal Confluence page, with a URL like:

https://<helpcenter-custom-domain>/wiki/spaces/SPACE_KEY/pages/PAGE_ID/PAGE_NAME 

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available