Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-6084

403 error when viewing attachments as a Customer

XMLWordPrintable

    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Low Low
    • Attachments
    • None

      Summary

      Attachments added to the Issue Description throw a '403 forbidden' error when viewed by Service Desk Customers.

      Steps to Reproduce

      1. Create an issue on a Service Desk project. (Make sure that it has a valid request type)
      2. As a Service Desk agent, edit the issue description, adding and linking an attachment on it. [ˆattachment]
      3. As a Customer, open the ticket on the portal.
      4. Click on the attachment link.

      Expected Results

      The attachment is previewed/downloaded.

      Actual Results

      The following error is displayed to the customer:

      Encountered a "403 - Forbidden" error while loading this page.

      Workaround

      Link the attachment on a new comment.

        1. Screen Shot 2020-06-23 at 5.38.25 pm.png
          Screen Shot 2020-06-23 at 5.38.25 pm.png
          127 kB

            [JSDCLOUD-6084] 403 error when viewing attachments as a Customer

            Leonardo Diniz made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Short Term Backlog [ 12074 ] New: Closed [ 6 ]

            Leonardo Diniz added a comment -

            Closing this ticket since the last investigations proved that the errors linked to this ticket were either fixed in the new help center or are an actual lack of permissions.

            Leonardo Diniz added a comment - Closing this ticket since the last investigations proved that the errors linked to this ticket were either fixed in the new help center or are an actual lack of permissions.

            Leonardo Diniz added a comment -

            I investigated the errors reported on this ticket and pretty much all of them were already fixed when the new help center experience was released.

            I've also checked https://getsupport.atlassian.com/browse/PSCLOUD-47123 and noticed that the 403 error happens when calling `/servicedesk/customershim/secure/attachment`
            The only way that this URL is can be called is through the links in the email notification.
            I managed to reproduce the error by logging into the help center with a user that has access to the help center but not access to the issue.

             

            There are a two possibilities that can make this happen:
            1 - The user that follows the link is logged in with a different account from the one that created the task.
            2 - The user that follows the link used to be one of the participants in the request but was removed

            So in this case, I don't believe this is actually an error but a real lack of permissions.

            cc d4f60db6c681

            Leonardo Diniz added a comment - I investigated the errors reported on this ticket and pretty much all of them were already fixed when the new help center experience was released. I've also checked  https://getsupport.atlassian.com/browse/PSCLOUD-47123  and noticed that the 403 error happens when calling `/servicedesk/customershim/secure/attachment` The only way that this URL is can be called is through the links in the email notification. I managed to reproduce the error by logging into the help center with a user that has access to the help center but not access to the issue.   There are a two possibilities that can make this happen: 1 - The user that follows the link is logged in with a different account from the one that created the task. 2 - The user that follows the link used to be one of the participants in the request but was removed So in this case, I don't believe this is actually an error but a real lack of permissions. cc d4f60db6c681
            Leonardo Diniz made changes -
            Attachment New: Screen Shot 2020-06-23 at 5.38.25 pm.png [ 389951 ]
            Bugfix Automation Bot made changes -
            Support reference count Original: 7 New: 8
            Leonardo Diniz made changes -
            Status Original: Long Term Backlog [ 12073 ] New: Short Term Backlog [ 12074 ]
            SET Analytics Bot made changes -
            UIS Original: 2 New: 1
            SET Analytics Bot made changes -
            UIS Original: 1 New: 2

            santhoshkumar added a comment -

            While creating the ticket, im unable to attached the files and getting an error called unknown server 403,
            please let me know what could be the reason and how to fix it,

             

             

            Thanks and Regards
            Santhosh kumar

            santhoshkumar added a comment - While creating the ticket, im unable to attached the files and getting an error called unknown server 403, please let me know what could be the reason and how to fix it,     Thanks and Regards Santhosh kumar
            Monique Khairuliana (Inactive) made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2653868 ] New: JAC Bug Workflow v3 [ 3446466 ]
            Status Original: To Do [ 10071 ] New: Long Term Backlog [ 12073 ]

              Unassigned Unassigned
              pjunior Paulo Junior (Inactive)
              Affected customers:
              23 This affects my team
              Watchers:
              25 Start watching this issue

                Created:
                Updated:
                Resolved: