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-]

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