Clients getting 403 when receiving service desk email which has link to attachment in ticket.

Question

We seem to have this issue on and off, and Atlassian does not seem to be able to resolve the issue. Basically, we add a file to a service desk ticket. Client receives an email, but when they click on the link to open the attachment in the email, they get a 403 error.

I would assume that they would get redirected to a login screen which would prompt for credentials, but it seems like they get a 403.

Anyone seem to have this issue?

Benjamin Peikes · Answer

The problem is that the 403 screen is confusing to customers. It needs to show the name of the login that is currently being used.

We’ve had this happen multiple times with clients, and no one seems to be able to figure out why.

Because there is so little information on the 403 page, whenever we report the issue, you tell us to ask our customers to provide HAR files. We cant do that everytime.

Angélica Luz · Answer

Hi Benjamin,

I saw that you have a ticket with our support related to the same issue.
As mentioned, what is happening is expected since the 403 HTTP error means that the customer is authenticated but they don't have permission to access the attachment.
If they were not authenticated they would receive 401.
- 401 Unauthorized vs 403 Forbidden: Which is the right status code for when the user has not logged in?

Regards,
Angélica