Jira Service Management - Forbidden(403) for customer and admin

Question

Hi, I have a Jira Service Management Project. We have been up and working for a while and sometime this year it stopped worked for some people. I have a customer and an admin who both can't access the submit a request form. This is the error they get.

I have verified that the channel and customers have access as shown below.

I have had them try in an incognito window and that still throws the 403 error for them. I am able to access the form so it isn't for everyone. I don't know what else to do to fix this. It is odd to me that one use who can't access it has administrator permissions on the service management project. Also that the customer I am testing with has submitted requests successfully in the past.

I have verified that we are in a standard license and are paying for 4 admin users. We seem to be the middle of our billing cycle.

I have looked through the other questions/forums and haven't found any success.

Greg Masenthin · Answer

JD, do you ever receive feedback from Atlassian? Curious as your request is now a year old.

Thanks,

Greg

Greg Masenthin · Answer

Hi Nadhila and JD,

Thank you, JD, for bringing this up. I am experiencing the exact same issue ... the Forbidden 403 !

Atlassian team - look forward to feedback on how we may move forward. Thanks very much.

Greg Masenthin

Nadhila Savira · Answer

Hey JD,

This is Nadhila from Atlassian.

So sorry to see that some of your users are facing this issue. I've created a new support ticket for you since there are many different aspects we'd love to look at to determine the root cause of this issue, and since this is happening to specific users, it is important to see their individual permissions.

You'll hear from us soon!