Issue Summary

Connecting a Jira Service Management (JSM) service project to a SharePoint knowledge base fails with the error:

“We couldn’t link folder”
“Wait a moment and try again later.”

This occurs even when the Microsoft SharePoint connector is correctly configured in Rovo and content is successfully synced.

Steps to Reproduce

1. Activate Rovo on a Jira Cloud site.

1. Add the Microsoft SharePoint connector in Rovo and complete consent.

1. Ensure SharePoint content is syncing successfully (e.g. objects appear under the connector; in the reported case, ~273 objects were synced).

1. In a JSM service project , go to:

Project settings → Knowledge base → Add knowledge → select Microsoft SharePoint.

1. Select the desired SharePoint site/folder to link as the project knowledge base.

Expected Results

• The selected SharePoint folder is successfully linked as the knowledge base for the JSM project.

• The configuration completes without errors.

• Agents and customers can search and view SharePoint knowledge articles from the JSM portal as per the documentation:
  [Add knowledge from Microsoft SharePoint to your service space | Jira Service Management Cloud | Atlassian Support|https://support.atlassian.com/jira-service-management-cloud/docs/add-knowledge-from-microsoft-sharepoint-to-your-project/]

Actual Results

• he configuration step fails with UI errors:

“We couldn’t link folder”
“Wait a moment and try again later.”

• SharePoint connector shows synced content (objects present), but the JSM project cannot complete the last step of linking the folder as a knowledge base.

• Backend behavior (from engineering investigation):

• • Jira receives an HTTP 200 response with Content-Type: application/json from the Microsoft Graph API (batch endpoint).

• • The response body is sometimes:

• • • Not valid JSON at all (Failed to convert data bytes to JSON), or

• • • Not compatible with the expected schema (MismatchedInputException).

Workaround

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