Jira Service Desk no longer showing related Confluence Knowledge Base suggestions. (Cloud)

[Josana de Hesselle]

As of this week (21 July 2020), my tickets in JSD are not giving suggestions for KB articles that might be related to the ticket. 

If I view the pages in confluence, they're also not showing any related articles where they used to. 

It was all working last week on Friday (17 July 2020), and I'm fairly certain that I have not changed anything. I've checked the JSD project settings, and the link to this KB is still active (I'm the only one with access to settings anyway)

I use components and labels in my JSD tickets, and I use tags in my confluence pages.  The confluence pages usually come up with a large list of related articles. 

Usually I get 3 suggestions of a KB article in the side pane of my tickets, but now even if I search, I'm getting nothing. 

side note: I've tried logging into the service desk portal as a customer, and if I search using the magnifying glass I get the correct results, and I also get KB results if I start typing in a new service request

I have tried all of the above in both Chrome and Edge with the same results

[Angélica Luz]

Hello Josana,

Thank you for reaching out to Atlassian Community!

Testing on my local site, I wasn't able to replicate the same issue. Both Classic and Next-gen projects show the related articles and show results when I search for an article.

Is this issue happening to other users?

Have you tried to unlink and link the Confluence space again?

Is it affecting all projects?

I found a bug regarding the Knowledgebase search, but it's related to the Widget only. I can't confirm if it can also affect the internal search because I couldn't replicate:

• KB articles don't show up in the Widget search

Please, let us know if other users are facing this issue and if unliking and liking the space again fixes the issue.

Regards,
Angélica

[Josana de Hesselle]

Thanks Angelica, 

We're not using the widget yet so I don't know if that would also be affecting us, but I note that it was also reported yesterday.

I tried unlinking, and now I can't link it again. it says no matches found. 

This now means that my customers can't even search or access the KB articles from the portal.

When I go into confluence admin > space permissions, I can see "manage permissions" for all of my spaces, EXCEPT the one I need, which has nothing in that spot.

[Josana de Hesselle]

note: I am able to find the KB if i go to my service desk settings > summary > settings > configure project links > Add. 

However, i still can't add it as a KB on the service desk. 

[Josana de Hesselle]

I am now getting the 'related articles' populating correctly on my confluence pages in this space, but cannot link the KB to the JSD still. 

[Josana de Hesselle]

It is now able to be connected. 

I don't know what the issue was, but it's working again now.