Issue Summary

IP Allowlist enabled JSM Cloud’s customer signup email link is returning 401 error below:
There was a problem accessing this content
Encountered a 401 - Unauthorized error while loading this page.

Steps to Reproduce

1. Enable IP allowlisting and allow your IP address
2. Create new JSM Classic project
3. At “Project settings” > “Customer permissions”, ensure service project access is set to “Anyone on the web”
   
4. In a different browser and signed off to any Atlassian account, access the portal page at https://<sitename>/servicedesk/customer/portal/1
5. Click on signup and type in a customer email address
6. Go to the customer email inbox and click on email sent from Atlassian, and click on “Sign Up” button.

Expected Results

It is expected the signup link will direct to the signup page.

Actual Results

Request URL below is returning 401 Unauthorized: https://ysakai.atlassian.net/servicedesk/customer/user/complete-signup?jwt=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJxc2giOiJjYzczNjQ0YTcwMTJlYWIyYjgzZTEwNWZmZDVjZWJmY2VmMzYwNGFlMTlkNDI0M2I4MTUwOWMzOGM4MzA0YzU2IiwiaXNzIjoic2VydmljZWRlc2stand0LXRva2VuLWlzc3VlciIsImNvbnRleHQiOnsidXNlciI6IjEwMDE4IiwiZXhwaXJ5IjoiMTYyMTkwOTk5OCIsInBvcnRhbElkIjoiMSJ9LCJleHAiOjE2MzY4NTcxOTgsImlhdCI6MTYyMTMwNTE5OH0.QqIRyRMRG6tyqhMWlBBvzvFZ0bsCFDjjymc_WPqqm4M

Workaround

1st Workaround) Migrating the customer email to Atlassian account allows the customer to access the portal page, but is tedious for admins and not all customers will need their own atlassian accounts.

2nd Workaround) When using IP Allowlisting, disable public signup entirely. Do not use "Anyone on the web", instead use "Customers added by agents and admins" and add customers on each project.