Jira Service Desk shows white page after deleting INGRESSCOOKIE

[Ugur Akkar]

Hi,

When the INGRESSCOOKIE expires before the JSESSIONID we get a blanc page when we visit Jira / Jira Service Desk.

We did set our JSESSIONID and INGRESSCOOKIE timeouts to 10h. When a user logs in the JSESSIONID and INGRESSCOOKIE will be created but if the user logs out and logs back in, the JSESSIONID wil be refreshed but not the INGRESSCOOKIE. This causes problems. When you visit a page when the INGRESSCOOKIE is expired you get a blanc page and won't be redirected to login page.

if I go to a Service Desk ticket eg. '<jira-url>/servicedesk/customer/portal/17/AMPLIFLYSD-895' and when I delete the JSESSIONID cookie and refresh the page I get a blanc page and I'm not redirected to the login page.

The following URL is shown in URL box '<jira-url>/servicedesk/customer/portal/17/user/login?destination=portal%2F17%2FAMPLIFLYSD-895'

Error is atlassian-jira.log file
-----------
2020-08-25 12:38:07,641+0200 http-nio-8080-exec-23 INFO ugur.akkar 758x2894x1 ddwu9b 10.57.6.23,10.57.6.51 /rest/servicedesk/1/customer/models [c.a.j.p.assets.impl.AssetStorageManagerImpl] Can't find asset: com.atlassian.servicedesk/banner.json: Path does not exist
2020-08-25 12:38:21,065+0200 http-nio-8080-exec-28 INFO anonymous 758x2902x1 - 10.57.6.23,10.57.6.51 /servicedesk/customer/user/login [c.a.j.p.assets.impl.AssetStorageManagerImpl] Can't find asset: com.atlassian.servicedesk/banner.json: Path does not exist
-----------

When I look at the developer console and click on the resource that didn't load I see the following preview:
'Encountered a "401 - Unauthorized" error while loading this page. os_authType was 'any' and an invalid cookie was sent.'

Is there any suggestion about how we configure our INGRESSCOOKIE? or is this a Jira Service Desk bug ?
We can not set our INGRESSCOOKIE timeout to 'session', because some users never close their MacBook or Browser and this means that the INGRESSCOOKIE will not be refreshed.

[Yann]

Hi Ugur Akkar,

Thanks so much for your question.

Based on the information you provided, I am assuming you are using Kubernetes (INGRESSCOOKIE is not created by JSD, see https://kubernetes.github.io/ingress-nginx/user-guide/nginx-configuration/annotations/#cookie-affinity).

If that is the case, you can find more information on how to configure sticky sessions here: https://kubernetes.github.io/ingress-nginx/examples/affinity/cookie/ and here https://kubernetes.io/docs/concepts/services-networking/service/.

I hope this is helpful.

Thank you,

Yann
Jira Service Desk

ps. if this answer is correct, please select the ‘accept answer’ button