Hi Bonnie,
Since March 2018 Jira Service Desk does not support links to Confluence Server and Confluence Cloud hosted in a different domain.
If you need to link a knowledge base to your SD Cloud, you will have to add Confluence under the same domain of your Jira Cloud.
You can find more information on the documentation below:
Knowledge bases must be on the same domain as your service desk
Hope this clarifies!
Regards,
Angélica
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