Using Confluence Cloud as knowledge base for Jira Server Service Desk?

[Jon]

I've tried over and over to get this to work but with no avail.

I've seen this announcement and this issue and this issue but am not certain it is the same situation as my mix: JSD Server with Confluence Cloud.

Has anyone been able to make this work?  Note: the two instances are on different domains, but Jira support has told me my setup (JSD Server & Confluence Cloud on different domains) is supposed to work and that the announcement is for a different setup (Confluence Server & JSD Cloud).

Thanks

[Mauricio Karas]

Hello, Jon. Thanks for reaching out to the Atlassian Community.

I believe the issue could be related to network problems in the Jira Server Side. When talking about application links with server applications we need to check the overall network environment because different factors can cause issues, like, firewall, reverse proxy, SSL, and so on.

My recommendation would be to change Jira's connector to a port without proxy and SSL(bypass proxy) to test if the issue remains. Looking at the documentation for connecting to Atlassian Cloud applications we can see a list of recommended ports.

Try adding a new connector to Jira as stated in this KB article, but instead of using the port 8081, you should use port 8060, which is listed in the documentation about connecting to Cloud applications.

The following is an example of the connector you should add to the server.xml file:

<Connector port="8060"
maxThreads="150"
minSpareThreads="25"
connectionTimeout="20000"
enableLookups="false"
maxHttpHeaderSize="8192"
protocol="HTTP/1.1"
useBodyEncodingForURI="true"
acceptCount="100"
disableUploadTimeout="true"/>

After such procedure, ensure your on-premise application is accessible as "http:<base_url>:8060" which will also require a restart, so you may have to schedule a downtime window for that. Afterward, try to establish the connection from Cloud to Server.

Please keep in mind that as application link issues are usually related to network problems, the above steps will be very helpful for us to mitigate the issue but we might have to proceed with additional steps that will depend according to your network environment. So please let us know how it goes, as we'll be glad to help!

Kind regards,
Maurício Karas