Intermittent Login Error on JSM Portal !

[Anurag Chavan]

Hello Community,

We have a client using the Jira Service Management (JSM) portal who occasionally encounters an error upon login. Interestingly, the issue is resolved simply by refreshing the page, after which the portal loads as expected.

One important detail to note is that two different users are sharing the same login credentials.

Has anyone experienced a similar issue? Could this be related to concurrent sessions or credential sharing?

Any insights would be appreciated.

Thank you!

[Marc - Devoteam]

Hi @Anurag Chavan 

This could be the case in this issue.

You shouldn't share credentials.

If a one of the users make a change on an issue, which one did it, this would freak me out, or made a mistake.

How to identify this, and what if you would be audited in a an important case.

Sharing credentials is bad in my book.

[Anurag Chavan]

Hello @Marc - Devoteam  thanks for your response.

It is a business decision to share the credentials and the both users work for same client under same department. 

What could be the major reason to have this error?

Thanks.

[Marc - Devoteam]

Hi @Anurag Chavan 

I can't tell you this, but it can relate to sessions.

Who has the issue, the users using the same credentials, can they clear bowser cache and cookies or try an incognito window or different browser.

But I think the main issue is sharing credentials, are they using it also at the same time and working together under the same account?

But this is not an issue with the tool, but just a bad decision in my opinion, the same would apply using the same MS account for the same user and trying to use it at the same time.

I could tell you to log this at Atlssian itself, but they probably will reply the same, this is not the tools issue.

[Anurag Chavan]

Thank you for your feedback

[Anurag Chavan]

Hello @Marc - Devoteam  We have now created an individual accounts for users, instead of one shared account.

But they are still facing the error on the page intermittent. When they do refresh 1-2 times then it will go away.

Could you please suggest what would be the issue now?


Thanks.

BR

[Marc - Devoteam]

Hi @Anurag Chavan 

Some options to check

1. Are they on a device rom your company on on another companies device or even private device?
2. Do they have the same in a browser incognito window?
3. Can they use a previous non-used browser?
4. Are they set as customers on the JSM project?
5. Are they granted the role Service Desk Customer on the project?

[Anurag Chavan]

Hello @Marc - Devoteam  thank you for your response, please see my feedback below: 

1. Are they on a device rom your company on on another companies device or even private device?  --> The clients are using their company's laptop generally which should not have issues to access. 
2. Do they have the same in a browser incognito window? --> As I mentioned earlier when they refresh or use another browser to login the issue disappears
3. Can they use a previous non-used browser? --> They Can 
4. Are they set as customers on the JSM project? --> Yes
5. Are they granted the role Service Desk Customer on the project? --> Yes

[Marc - Devoteam]

Hi @Anurag Chavan 

Coudl it be on policy's running on the device the users are using or devices.

What if they use your device, or do you have the same if you login with the user details on your device?

[Anurag Chavan]

We are following up with them. Awaiting for the response. 
So Far with my user and another users who does not work in the client devices has no issues at all.