After searching on the customer portal, when home or back to results is clicked Jira seems to hang

[CRC Technical]

I have checked the logs using the tools in Jira but there are no suggestions as to why this is happening. The customer account has to log out and login again to get Jira working again.

If I look at the logs in Edge when trying to perform these actions I get some error messages whilst the loading "do-nut" continues to spin.

[Andy Heinzer]

Hi @J Schlafer ,

I wanted to follow up on this issue.  In the original question by Jason, in a support case we found that Jason's URL for Jira and Confluence was the same (just using a different port).  The problem with this configuration is that end user's browser will overwrite the initial cookie of one application with the other when configured this way.  

There are alternatively ways to configuring the sites in order to avoid this problem.  More details are in Logging into another Atlassian application logs me out of Confluence. From that KB:

Cause

Atlassian applications store your successful login as a cookie in your browser called the JSESSIONID.  Your browser will store this cookie under a path for the domain, which is not port aware.  In the above examples, each instance stores the session cookie in the '/' or root path.  The JSESSIONID for Confluence is being overwritten by the JSESSIONID of the other Atlassian application.

In Jason's case, he set a context path for each application and this was sufficient to avoid the problem.  There are steps on how to do this in that KB as well as other ways to avoid this problem.

I hope this helps.

Andy

[J Schlafer]

Andy,

Thank you for the reply.  The demo instance of JSD I am testing resides on the same server (URL) as Confluence utilizing different ports just as you described.  I will make certain I reference the KB when implementing into production to avoid this scenario.

Thank you,

Josh  

[Andy Heinzer]

Hi Jason,

I see you are getting a 401 error, but it's not clear to me yet what might be causing this.  I created a support case on your behalf in https://getsupport.atlassian.com/servicedesk/customer/portal/3/SDS-43341

There we have requested some additional logs from your environment so that we can better troubleshoot and investigate this problem to try to give some better guidance.

Regards,

Andy

[J Schlafer]

I am experiencing the same issue with JSD Server using Confluence as a Knowledge Base for the Service Desk.  How To articles are presented as search results without issue.  Upon selecting 'Back to results' the session hangs and Google Chrome browser logs indicate a 401 error.  A refresh of the page does not restore the page. 

This appears to be an issue with authentication timing out as the Customer Portal requests credentials be entered when attempting to access it directly after experiencing the issue outlined above.  However, I do not experience the issue with the 'Back to results' URL when I have recently authenticated into the Customer Portal.

Any assistance would be greatly appreciated.