How can I fix error with Application Link
Asked by Loi Le Quang:

Hi Pro.

I has install JSM data center and Confluenec data center on aws cloud

I am facing an error in jira service management (JSM) when I am creating Application Link with Confluence

error detail: "We can't enable the incoming authentication because ITSM Knowledge Base is not reachable."

![LinkCapture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/296106i49DB097DD4DA91DC/image-size/large?v=v2&px=999 "LinkCapture.PNG")

How can I fix error?

Thanks.


Answers:
author: BHUSHAN PATIL
body: Hi [@Loi Le Quang](/t5/user/viewprofilepage/user-id/5380260) ,

This can occur due to several reasons.

1. The application link between the Jira and Confluence applications is not configured with "Oauth (Impersonation)" (it is configured with "**Oauth**" without impersonation):
2. Make sure that the user who is trying to configure a knowledge base exists in the both i.e Confluence and Jira user base and must have admin permissions.
3. Check if there is a reverse proxy misconfiguration either on the Jira or Confluence side.

For More details please refer following troubleshooting guides:

* [Troubleshooting common issues related to knowledge base integration between Jira Service Management and Confluence](https://confluence.atlassian.com/jirakb/troubleshooting-common-issues-related-to-knowledge-base-integration-between-jira-service-management-and-confluence-1103438849.html)
* [Error when trying to configure a knowledge base in a Service Management project](https://confluence.atlassian.com/jirakb/error-when-trying-to-configure-a-knowledge-base-in-a-service-management-project-1085200961.html)
* [How to create an unproxied application link](https://confluence.atlassian.com/kb/how-to-create-an-unproxied-application-link-719095740.html)

if you feel my input help you please accept the answer.

Regards,  
Bhushan

comments: author: Loi Le Quang
body: Thanks Bhushan a lot. Let me try your advices.


author: BHUSHAN PATIL
body: Hi [@Loi Le Quang](/t5/user/viewprofilepage/user-id/5380260) ,

Try this

1. **Network Configuration:**

   * Ensure that both Jira Service Management and Confluence are within the same Virtual Private Cloud (VPC) on AWS. If they are in different VPCs, you might encounter connectivity issues unless there's proper VPC peering or network configurations in place.
2. **Security Groups:**

   * Confirm that the security groups associated with both instances allow the necessary communication between them. Check the inbound and outbound rules to ensure that the required ports (e.g., HTTP/HTTPS) are open for communication between Jira and Confluence.
3. **Firewall and Network ACLs:**

   * Review the firewall settings and Network ACLs (Access Control Lists) on AWS. Ensure that there are no rules blocking the communication between Jira and Confluence.
4. **Load Balancer Settings:**

   * If you are using a proxy or load balancer in front of Jira or Confluence, ensure that it's correctly configured to allow traffic between the two applications.
5. **Application Link Configuration:**

   * When setting up the application link, double-check the configuration for accuracy. Ensure that the URL and authentication settings specified during the application link setup are correct.
6. **Logs and Diagnostics:**

   * Check the logs of both Jira Service Management and Confluence for any specific errors or warnings related to the connectivity between the two applications. These logs might provide more detailed information about the issue.

If the issue persists, consider reaching out to [Atlassian support](https://support.atlassian.com/contact/#/) for further assistance.

Regards,  
Bhushan


author: Loi Le Quang
body: Hi [@BHUSHAN PATIL](/t5/user/viewprofilepage/user-id/5097891)

First of all, thank you very much for your supports.

We already tried to config with "**Oauth**" without impersonation, but the error still the

About the list items you mentioned:

1. **Network Configuration:**
   * Both Jira Service Management and Confluence are within the same Virtual Private Cloud (VPC) on AWS.
2. **Security Groups:**
   * Because they are at the same VPC, so there is no problem.
3. **Firewall and Network ACLs:**
   * There is no rule blocking the communication.
4. **Load Balancer Settings:**
   * The same load balancer and VPC
5. **Application Link Configuration:**
   * When setting up the application link, double-check the configuration for accuracy. Ensure that the URL and authentication settings specified during the application link setup are correct =\> Double checked.
6. **Logs and Diagnostics:**
   * Can use specify where is the log?


author: Loi Le Quang
body: I am having another question:

Dose **trial license** support application link?


author: BHUSHAN PATIL
body: The easiest way to get these logs is to go to **Administration** ![](https://confluence.atlassian.com/doc/files/747833194/747833195/2/1517274813281/cog.png) \> **General Configuration** \> **Troubleshooting and support tools** and follow the prompts to **create a****Support Zip.**

Download **Support Zip \>\> Extract**

Find

* **atlassian-confluence.log**   
  This is the main application log file, most entries will be written here. When you start Confluence, any log entries written to the console will also be repeated in this log.

You can also check the logs from backend in **\<CONFLUENCE-Home Directory\>/logs/atlassian-confluence.log**

Regards,  
Bhushan


author: Loi Le Quang
body: Hi BUSHAN

Thank very much for your support.

I am flowing your instructions. While I am trying setting and see networking send data

It has a error with detail

Api : applinks/3.0/status/\<token\>/oauth

<http://xxx.com/jira-service/rest/applinks/3.0/status/21bbfba0-b6f8-3a2f-a969-41bb1b6dc6ba/oauth>  
Request Method: PUT  
response:  
Status Code: 409 Conflict  
{  
"status": 409,  
"errors": \[ {  
"summary": "We can't enable the incoming authentication because ITSM Knowledge Base is not reachable.",  
"details":"com.atlassian.applinks.internal.common.exception.ConsumerInformationUnavailableException: We can't enable the incoming authentication because ITSM Knowledge Base is not reachable."  
}  
\]  
}

![409Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/296303i43AAC1281BB9CBE2/image-size/large?v=v2&px=999 "409Capture.PNG")

by the way. What did I mess while open port to connect each other?


author: Qusai Atoon
body: Hello there,

I'm currently stuck on the same issue, may I ask if you've resolved it?

if yes, kindly provide me with a solution.

Thanks in advance.

Best Regard,

Qusai Atoon.


author: Loi Le Quang
body: yes sure.


author: Loi Le Quang
body: only one think.

Check ports running on both jira and confluence

make sure them can access internet and internet can access via those port

==\> check firewall is open those port (inbound and outbound)

I hope that can fixed your issue.

Thanks


Tags: jira-service-management

jira-service-management-server

server