Summary

If a Confluence space is linked as knowledge base to JIRA Service Desk, when the agents open the tickets in JSD queue, it through below error in the issue view screen under Related knowledge base articles section.

We're having trouble communicating with the application. Wait a minute, then try again.

Customer Impact

Agents are not able to check the related knowledge base article to the tickets raised through JSD portal and in JSD project directly.

Steps to Reproduce

1. Raise a ticket in one of the Jira Service Desk Projects which has knowledge base linked to one of their Confluence spaces.
2. Create a ticket in the service desk project either through customer portal or directly in the JSD project.
3. Open the ticket as the agent from JSD queue or full view mode.

Expected Results

JSD should pull all the Related knowledge base articles from the linked Confluence knowledge base.

Actual Results

JSD is failing to connect to Confluence space and pull the articles.

We're having trouble communicating with the application. Wait a minute, then try again.

Additional info

Customer can search articles in the customer portal, but they can't access them. Clicking on a search result will just send back to the "Knowledge Base Home".

Workaround

No workaround at the moment.