Structure app - Structure link asking user to re-log back in, then says they don't have access

[Calvin]

Hi all, don't think this is Jira Software specifically that is at fault but basically we have Structure app, and if a user goes to the direct URL link of the specifically made structure everything works fine.

But if you click on "Share" in Structure it gives a structure.app/URL link instead of the normal URL.Atlassian link.

This works for most people still though but a particular user is getting asked to re-log back into Jira/Atlassian when they click on the link. Which then tells them they "do not have access to this app".

I'm not quite sure why this flow is different and why in particular it is for them, I wonder if it has to do with the way structure.app/url is sending them.

Just thought I'd ask the forums if anyone has run into the issue before? Thanks!

[Stepan Kholodov _Tempo_ · Accepted solution]

Hello @Calvin 

The link format created via the Share button is indeed different because the shared link refers to different content. Other than the structure itself, the shared link also contains its additional elements - the used view, and the enabled saved transformations. Neither is shared when a user opens a direct URL of a structure.

Why the shared link doesn't work is hard to say; an investigation is required here. Considering that only one user is affected, it's likely that the root cause is of the local nature (browser, network, used SSO etc).

Please submit a request at our support portal, and we'll look into it.

Best regards,
Stepan
Tempo (the Structure app vendor)

[Calvin]

Thanks so much for your message Stepan, indeed the issue is likely something across all these, my guess the structure.app/url is redirecting back to our original Atlassian site usually for some reason maybe our SSO is settings them up with a different Atlassian ORG instead or something similar.

I'm surprised to see a different structure URL, do you know if this is essentially going to structure site that then directs back to the sites structure page (with the additional elements)?

This may help us see whether its that redirect back that is tripping up either our SSO or making the user go to the wrong Atlassian Org as I'm pretty sure this user account had access to a previous org in the past.

Cheers!

[Stepan Kholodov _Tempo_]

No problem! There is definitely redirection there.
We can check your setup, and share our ideas if you want. Please reach out to us directly, if you wish.

Best regards,
Stepan