In an Approval the customer sometimes can't perform the action

[Jader Peixoto Volkmer]

Hi people,

We have a workflow were sometimes approval are required from managers. All the Approvers are customers, not user agents. The workflow were running for almost one year and all were running with no problems. . In the last weeks, our senior manager were facing problems when trying to see the information in the form in order to proceed with the approval. 

This is the message she got in her screen:

This means:

"Error: The user does not have permission to perform this action.

You do not have the necessary permissions to perform this action. Please contact your Jira administrator."

Note that all permissions are ready and this workflow are running OK since the begining. What could have happened to destabilize the flow?

Thank you.

[Marc -Devoteam- · Accepted solution]

Hi @Jader Peixoto Volkmer 

Has there been changes to the permission schemes used on the related JSM project.

Is 'Service Space Customer - Portal Access" still set on the permission scheme with at least Browse, Close, Assignee, Edit, Resolve, Transition and Add Comments permissions

Are the managers still listed as customers on the project (in the customer section, or added as users and granted the Service Desk Customer role)

[Jader Peixoto Volkmer]

Hi @Marc -Devoteam- 

Is 'Service Space Customer - Portal Access" still set on the permission scheme with at least Browse, Close, Assignee, Edit, Resolve, Transition and Add Comments permissions

Yes, these are OK

Are the managers still listed as customers on the project (in the customer section, or added as users and granted the Service Desk Customer role)

The managers are added as users and granted Service Desk Customers role.

[Jader Peixoto Volkmer]

Important: this behavior is not in every situation. It occurs sometimes in her Jira session. For example, in her portal view she see 10 tickets which need approval. She proceeds with the apporvals and sometimes this error occurs.

[Marc -Devoteam-]

Hi @Jader Peixoto Volkmer 

Do you use Atlassian Guard and an authentication policy.

What is set for the "Idle session duration parameter"?

It can be if the user keeps the window open all the time, the session is expired, or if SSO is used that the IDP side resets the session on the related idle duration on that side.

[Jader Peixoto Volkmer]

Hi @Marc -Devoteam- 

thank you for your answer. We don't have the Atlassian Guard here.

I searched for Idle session duration parameter in my Jira cloud instance but I didn't find this parameter. Is it of Atlassian Guard?

Thanks

[Marc -Devoteam-]

Hi @Jader Peixoto Volkmer 

If you don't have guard, you can determine Idle session duration.

Is a VPN used or (browser) policies on company devices, etc..

If the user gets this message are they still logged in to JSM, as the message implies that the permissions are not correct or the user is not logged in.

Other point are you using Issue Security levels on tickets?

[Jader Peixoto Volkmer]

Hi @Marc -Devoteam- 

She is not using a VPN.

Issue security is not activated for this project. 

[Marc -Devoteam-]

Hi @Jader Peixoto Volkmer 

IF this is user specific, and other don't have this issue?

It's something the user does or its something on the users device or in the users profile on the device.

Can the user try working on another device?

[Jader Peixoto Volkmer]

Hi @Marc -Devoteam- 

yes, this is for this specific user.

Maybe something could be changed in her computer or in her profile, and it could be the cause of this problem. 

As we have discussed here, there could have no potential configurations in Jira that must be set to avoid this problem. So I'll ask to support team to check for updates or recent changes in her computer.

Thanks for your help.