SD Customer portal resolve issue error server issue error 500

[Olga Videc]

Hello, I would like to allow my collaborators to resolve the issue via the customer portal, they have jira software license, and they have a permission to close and resolve issues on permission scheme. 

 This is the error I get 

Error

We were unable to submit your request. Please refresh the page and try again. Note that this will clear your request details.

I have a Service desk license and I can transition issue via customer portal but my collaborators cant.

Did anyone experience this before?

BR, R

[Olga Videc · Accepted solution]

 Corrupted DB

[Deleted user]

Close and Resolve issues permission are "Empty permissions", they are there only for workflow conditions and validators.

I'd tell you to check the permission schemes, I don't think this is a server problem if some users can and other can't. Jira Service Desk permissions are weird.

P.D: I'd recommend to remove the url from the word refresh in your question :)

[Olga Videc]

Hello Cristian, 

Thanks for the info, but I have service desk license and my collaborators don't, they only have jira software license, does that make a difference?

[Deleted user]

I don't know how did you configure it.

Check the documentation about how to configure Jira Service Desk projects, there is too many options to tell you every use case.

Tips:

• Customers can have some permissions without consuming license, including approvals and transitions from portal.
• There are different customer configurations in the project.
• You can use public transitions or approvals, they are not the same.

[Olga Videc]

Ok, I tested it I created a test user and created a special permission scheme just for him, granted him all the permissions and still the same problem.

Is it safe to say it's a server issue?

[Deleted user]

But there are other users who can transition through the portal? Are they in Service Desk Team role? Well, if you have already checked this:

https://confluence.atlassian.com/servicedeskcloud/collaborate-with-other-jira-teams-on-jira-service-desk-issues-930022007.html

Then the server option gains chances

[Olga Videc]

I gave the test user  Service Desk Team role, only people who can close are people who have Service desk license, yes i checked

[Olga Videc]

Hello, 

This is solved,  DB was corrupted 1500 issues were "bad" after creating a clone without this bad issues everything works like a charm :D 

We migrated the DB a few months back, after all these errors occurred but not at first another week another error.

[Olga Videc]

Ok I keep getting 500 error diferent versions,  so I spoke with collegue he says its a server problem is there I way for me to check or to determine a problem, I don't have access to the server, he has but he doesn't do jira administration, and I'm just a beginner in this. 

If anyone has any advice about how to narrow down a problem I would be grateful.