Jira SM - 403 error or endless loading

[Jeffrey van Rijswijk]

Good afternoon!

 First of all the best wishes for the new year to everyone.

We've been testing the SM module for the last couple of months and after resuming testing this year, we noticed that on some modules in our project we are getting a 403 error.

for example, if we're trying to go to the email settings ( atlassian.net/jira/servicedesk/projects/SM/settings/email )  it loads endlessly and we don't get any page to load. on other pages it seems to be a 403 error, some pages do load and contain information of the project.

I've tested if the users have the correct administrative roles, and they do, so I'm wondering how I can troubleshoot this error so we can continue trying out this service tool and see if it fits our organisation

[Rilwan Ahmed]

Hi @Jeffrey van Rijswijk ,

Welcome to the community !!

The HTTP 403 Forbidden response status code indicates that the server understands the request but refuses to authorize it. Seems the user is not added to project admin roles or he is not part of JSM product. 

Please check the below

1. Do the site admins have the access to this project settings --> Email ?
2. Does the user have the product access ? (go to admin settings --> User management)
3. Is the user added to project admin role ?

[Jeffrey van Rijswijk]

Hi Rilwan,

Thanks for your reply.

My account is the ORG admin and also has this issue, I checked the permissions and it should have sufficient rights to be able to see this.

We've noticed that this function stopped working when our account went from trial to free, we're having thoughts that this "rollback" of version might've messed up our SM tenant.

If you have other suggestions what we can do about this we are happy to try them :)