Project issues URL redirect to login page from email links even when the user is logged in already

[Lenford Ndhovela]

Hello  community

I have end user who is experiencing the same issue. When the user clicks a link on outlook, it takes the user to the login page instead to go straight to the Project or the dashboard that redirect is for. 

I have made the user's browser a default on outlook and i have cleared caches and there is no change. i have checked updates as well but there is nothing suspicious.

Can someone maybe share some light? 

[Stefano Galati]

If Jira issue URLs are redirecting users to the login page even when they are already logged in, here are some steps you can take to resolve the problem:

• Check sessions and cookies. Ensure that the user's session hasn't expired. Have them log out and log back in, making sure to select the "Remember me" option during login. Check that the browser is set to accept cookies and does not clear them on exit, as cookies are crucial for maintaining session information.
• maybe is a browser configuration issue. Make sure the default browser is correctly set up in both the operating system and the email client (Outlook). Sometimes, the email client might use a different browser if not configured properly. I suggest also to check for any browser extensions that might interfere with session handling, such as privacy or security extensions. Try disabling these extensions temporarily to see if the issue persists.
• Sometimes Outlook might alter the URL when a link is clicked. To test this, copy the URL directly from the email and paste it into the browser's address bar to see if the issue still occurs.

Questions: Have you tried opening the URL in an incognito or private browsing window? your organization uses a proxy? is it configured correctly? are you using OAuth for authentication? is the redirect URI configured correctly?

[Lenford Ndhovela]

Hi Stefano,

This is happening to 3 users amongst over 100 of users

but to answer the question

Have you tried opening the URL in an incognito or private browsing window? Answer: Yes I did check

have your organization uses a proxy? we use Ms cloud app

is it configured correctly? yes 

are you using OAuth for authentication? yes

is the redirect URI configured correctly? yes it is. its working for other users

[Stefano Galati]

Hi @Lenford Ndhovela ,

I reached out to a colleague for some additional insights, and here’s what we came up with.

First, check the browser extensions. Even if it's working for most users, some extensions can interfere with the login process. Try disabling all extensions or use a clean browser profile.

Verify the security settings of the browser to ensure they are not blocking necessary cookies or features needed for OAuth authentication.

Finally, try accessing the link from a completely different device, like another computer or a mobile phone, to see if the issue persists. Checking the browser's console for any error messages when attempting to log in might also provide more clues.

I hope these steps help resolve the issue. If you need further assistance, feel free to ask!

[Anandhi Arumugam _Cprime_]

Hi @Lenford Ndhovela If the link is meant to take the user to a page that is open to everyone (Project having access to anyone on the web or public) then it will show the contents of the Project or the Dashboard.

But if the content is not Public, the user will have to login every time the link is clicked, unless the user is already logged in to Jira on any of the tabs on the same browser.

Hope this helps!

[Anandhi Arumugam _Cprime_]

@Lenford Ndhovela Were you able to login before? Is it something that was working previously and suddenly stopped working?

[Lenford Ndhovela]

Hi Anandhi

Yes it was working before. what's surprising is that it only happening to 3 users.

[Anandhi Arumugam _Cprime_]

Could you please check if the user account requires a captcha or any other issues with the user account?

If not, please check the SSO configurations to see if there is an issue on the SSO side?

Also, see if there is anything in the Browser settings that block the session cookies.

Try to SU to the user account to see if you can see all required Projects, if not permissions should be the problem.

Hope this helps troubleshoot the issue.

[Lenford Ndhovela]

I will check this and update.

[Lenford Ndhovela]

@Anandhi Arumugam _Cprime_  how do i check if the project content is made public or on the web ?

[Anandhi Arumugam _Cprime_]

If you are the Jira Admin, you can see the Dashboard shares to see if it is shared with everyone. For Projects,, please check the Permission schemes. 

[Lenford Ndhovela]

thanks i got it. but my problem with this is that its only affecting 2-3 users amongst 100 of users

[Lenford Ndhovela]

So when they click a link to the Jira ticket issue whether from Outlook or Teams chat, it takes them to login page but for me it takes me straight to the Jira issue