Code 403 convoai.rest.rovo.product.access.dendied - Access dendied to Rovo product

[Dawid Pitala]

Hi,

I'm having a problem with one user receiving the following message:

Code 403 convoai.rest.rovo.product.access.dendied - Access dendied to Rovo product

Rovo works fine for others.

Where can I find a solution?

Regards

[Rebekka Heilmann _viadee_]

Hi @Dawid Pitala - welcome to the Community,

I think there are two things that would explain this:

1) there have been quite a few outages last week so it may just have been a temporary thing. Has Rovo worked for you before?

2) Some access settings. There are only two right now that I imagine would be relevant. @Arkadiusz Wroblewski already mentioned the access restrictions per group. I expect the Rovo button to disappear though if you are not part of the Rovo enabled group. The other one is IP White/Blacklisting. If you don't access Rovo through an allowed IP, you still see all buttons, but will get an error message on invoking Chat etc.

[Arkadiusz Wroblewski]

Hello and welcome to the Community @Dawid Pitala 

Are you on Enterprise?

Because there access can be restricted by groups https://support.atlassian.com/organization-administration/docs/manage-rovo-access-for-enterprise/ 

That's quite easy to check. If it's working for others, check how their Permissions, Settings, and Access differ from his, and that will give you an idea why.

Best,

Arkadiusz 🤠 

[Dawid Pitala]

Hello @Arkadiusz Wroblewski 

I have the Standard plan, not the Enterprise plan.

Should I check this: https://support.atlassian.com/organization-administration/docs/manage-rovo-access-for-enterprise/ ?

Regards,

Dawid 

[Arkadiusz Wroblewski]

@Dawid Pitala 

No, this is related to Enterprise.

Have you already tried removing his access from the app and then adding it again?

[Dawid Pitala]

@Arkadiusz Wroblewski 

For the user experiencing the problem?
From what I understand, Rovo access is general for all users.
Are there Rovo access settings for a specific user?

[Arkadiusz Wroblewski]

Yes you have right.

What I mean:

Rovo is tied to app access. If he has access to Jira, he should have access to Rovo. If he has access to Studio, he should have access to Rovo in Studio and so go on if Rovo is active on Site.

This looks to me like some user state backend issue, so what I mean to force to take access from the app and give it back to see if this brings any changes.

[Jason Krewson]

Not sure on this one as the user should be able to access Rovo with a Jira or Confluence license. 

• Can the user access Jira and/or Confluence?
• Are they licensed like everyone else is?
• Check groups on a user that can use Rovo vs groups on the user that cannot.
• Are they in a policy that restricts Rovo?
• Remove all groups from the user and add them back.

Hope this helps but we will see what other advice is given.