Critical - users working as other user

[Dmitry]

Hi everybodies

I have JS 8.20.7 / JSM 4.20.7

And today i got reclamation not first time 

My users (JS) and customers (JSM only portal access) after open browser got profile other user. Both saw the same wrong name.
Example today:
* UserA open browser in JS interface without login (because system remembers him) and can't see filter which he created early. He checked profile - and it's no he, there other UserB. UserA twice clicked (first try unsuccsesfull) on logout and relogon correctly.
* At the same time CunsomerC open portal and was redirected to profile portal page for UserB

It's incredible - all users and customers fear for security the data.
Does anyone know what's going on?

Part of log file - UserB has some different IP, including IP other Counry, other provider and building

2022-11-23 09:13:52,999+0600 http-nio-8080-exec-214 INFO UserB 553x280213x1 1qt9tdw 10.10.x.x,192.169.x.x,127.0.0.1 /secure/AjaxIssueAction!default.jspa [c.a.jira.security.WorkflowBasedPermissionManager] ADD_COMMENTS granted by permission scheme but DENIED by workflow
2022-11-23 09:28:07,088+0600 http-nio-8080-exec-151 INFO UserB 568x283059x2 1b1uzzh 94.158.x.x,192.169.x.x,127.0.0.1 /servicedesk/customer/portals [c.a.j.p.assets.impl.AssetStorageManagerImpl] Can't find asset: com.atlassian.servicedesk/banner.json: Path does not exist
2022-11-23 09:37:12,824+0600 http-nio-8080-exec-207 INFO UserB 577x285353x1 1b1uzzh 31.31.x.x,192.169.x.x,127.0.0.1 /servicedesk/customer/user/profile [c.a.j.p.assets.impl.AssetStorageManagerImpl] Can't find asset: com.atlassian.servicedesk/banner.json: Path does not exist
2022-11-23 09:37:31,165+0600 http-nio-8080-exec-135 INFO UserB 577x285520x2 1b1uzzh 212.42.x.x,192.169.x.x,127.0.0.1 /rest/servicedesk/1/customer/models [c.a.j.p.assets.impl.AssetStorageManagerImpl] Can't find asset: com.atlassian.servicedesk/banner.json: Path does not exist

[Rilwan Ahmed · Accepted solution]

Hi @Dmitry ,

Please enter plugin safe mode and check if issue still exists. If yes, please contact Atlassian support in https://support.atlassian.com/contact/

If no, enable one by one plugin and check if the issue is reproduced or not. Instead of enabling safe mode, you can check add-ons audit log, disable recently installed/upgraded add-ons and recheck for the issue. 

[Dmitry]

Thank you for answer

I can't recure error by my will and your variant will require a lot a time for check without plugins and working will be incomfortable
Between two repetition was a month

May be you have a idea - which a class of plugin can impact it?
I have not any plugin which working with login process

And error was as in portal JSM as in JS inreface.

[Rilwan Ahmed]

Hi @Dmitry ,

I have no idea which plugin would cause the issue. 

As said earlier, please reproduce the issue, collect the support zip and contact the Atlassian support.