JSM Portal loading only in incognito mode

[Miklós Tix]

Dear Community,

I am asking for your help with the following issue.

Jira is behind a reverse proxy (jira.xyz.com) and the jsm portal is reachable on an other url: jsmportal.xyz.com.

The issue that when we try to access the portal via https://jsmportal.xyz.com, it is working for the first time after the browser cache is deleted or you are in incognito mode. Although you will be redirected to the original login page and you have to login again:

https://jira.xyz.com/servicedesk/customer/user/login?destination=portals

For the second time when you try to access the portal again via https://jsmportal.xyz.com, it is not working at all and only the background of the portal is loaded.

In the jira logs:

2022-04-20 15:39:51,405+0200 https-jsse-nio-8443-exec-7 INFO username 939x1919x1 1sk42nw 10.65.63.3 /servicedesk/customer/portals [c.a.j.p.assets.impl.AssetStorageManagerImpl] Can't find asset: com.atlassian.servicedesk/banner.json: Path does not exist

2022-04-20 15:39:51,622+0200 https-jsse-nio-8443-exec-1 WARN username 939x1920x1 1sk42nw 10.65.63.3 /rest/webResources/1.0/resources [c.a.p.r.c.security.jersey.XsrfResourceFilter] Additional XSRF checks failed for request: https://jira.xyz.com/rest/webResources/1.0/resources , origin: https://jsmportal.xyz.com , referrer: https://jsmportal.xyz.com/ , credentials in request: true , allowed via CORS: false

Proxyname, proxyport and https scheme are set.

When I try to reach a specific customer portal, it is working and I can either click on any links or create a new request.

https://jsmportal.xyz.com/servicedesk/customer/portal/107

Do you have any ideas what to check or change in the settings in order to be able to reach the jsmportal base url not just once?

Furthermore how to avoid to get redirected to the original base url and logging in again?

Thank you in advance!

[Brant Schroeder]

@Miklós Tix Have you reviewed this https://confluence.atlassian.com/jirakb/the-customer-portal-is-not-loading-when-jira-is-running-behind-a-reverse-proxy-or-load-balancer-1071819151.html

[Miklós Tix]

Hi Brant, thank you for your feedback.

Yes, we have already reviewed the mentioned article but unfortunately it does not help, the paramater is already added to the connector.

[Brant Schroeder]

@Miklós Tix I am assuming that you followed these instructions https://confluence.atlassian.com/jirakb/configure-custom-url-for-the-jira-service-management-customer-portal-847755218.html

[Miklós Tix]

I was not involved when it was tested but according to my colleagues they could not succeed so I am going to try it again, thank you for the article.

I just noticed that at the end of the article there is an atlassian ticket with 100+ comments and there will be some useful hints.

We are going to check these out and will update this thread.

Thank you Brant!