Issue Summary

We have identified that Approvers of a Jira Service Management Tickets , when they access the ticket via the JSM Customer Portal, they get an error No Access - You do not have permission to view this request , once the ticket is refreshed or accessed a few times , after which they are able to see the ticket and then Approve or Decline.

Steps to Reproduce

1. Create a Jira Service Management Ticket with Approvals Workflow
2. Add a user as a Approver for on of the Approval Steps
3. The User will receive an email to Approve
4. The User clicks on the ticket link in the email and is then redirected to the Portal

Expected Results

The user should be able to view the ticket and then click on Approve or Decline

Actual Results

Sometimes the user gets an Error "No Access"

• A few refreshes help resolve the issue and then the ticket is accessible again

Workaround

• Currently there is no workaround for this behaviour other than accessing via different browsers/ performing a refresh