How can I resolve customers receiving a "Something bad happened" error message?

Justin Clark_5uwyo4

I have some customers that receive a "something bad happened" error when they follow the link to view request.  
They seem to be receiving the emails with proper links, but the error happens when they try to view the request.  

I have double checked that they are customers of the project, and used the notification helper which shows that they should receive notifications. 

Does anyone have any ideas on what could be causing this? 

Angélica Luz

Hello @Justin Clark,

Thank you for reaching out to Atlassian Community!

When a customer receives “Something bad happened” it means that they don’t have access to the ticket anymore or they are being redirected to the portal using the wrong account that doesn’t have permission to the specific ticket.

First, it’s important to check if they are using the correct account.

For that, please, ask them to access the customer portal using an incognito window or a browser where they are logged out from their account. So, they can go to https://domain.atlassian.net/servicedesk/customer/portals and log in to access the ticket.

Also, as an agent/admin, you need to confirm if the ticket has a valid request type. The request type is what makes the ticket visible in the portal for the customer. So please, access the ticket and confirm this information on the right-side panel.

Please, take your time to test and let us know how it goes.

Kind regards,
Angélica