Problem Loading when clicking on tickets

Panagiotis Liapis

On of our clients users who has a Jira account and is added under the organization XXX (which is the clients org), can view the list of the tickets, however when they click on any ticket they get an "There was a Problem loading, please refresh and try again".

Issue only started today. until yesterday she was able to submit tickets and used the system without an issue.

She was logged in and out but nothing has worked.

Petter Gonçalves

Hello @Panagiotis Liapis

Sorry to see you are facing this problem.

Per your description, it seems your client is facing the mentioned error only in an issue level, but he is able to navigate in the application and related project. Is that correct?

Just to confirm, is the user added as a standard Jira user or as a customer of Jira Service desk application?

In order to properly troubleshoot what might be causing your issue, please provide us with the following information and try the steps below:

1. Ask the user to try to log in with a different browser in incognito mode
2. Ask the user to provide if any other details of the error are displayed when accessing the Javascript console of the browser.
3. Check if the user is able to navigate to the ticket URL directly: yourdomain.atlassian.net/browse/ABC-123
4. Logged as the project admin, do the following steps:
   
   • Run the Permission helper in your project, checking if the user is able to browse any of the issues returning the error.
   • Check if any issue security level is added to the issue. If it is, make sure the user is added to that security level.

Let us know the results of the steps above.