Customers unable to log in

[John Squire]

Hi,

Been running Jira Service Desk (jira 7.12.0) for a while now, our customers have previously been able to log in successfully until this morning. 

Regular Jira users can log in ok to Jira/Confluence/BitBucket/Bamboo etc, no problems there at all.

Customers do not get an error message, the login screen just hangs and the spinner keeps churning on forever (seems all customers affected):

 

In the security log file I found:
/servicedesk/customer/user/login login : '[username]' tried to login but they do not have USE permission or weren't found

Using Jira Internal User Directory, account exists and is active. Does not need any groups because its a customer account.

We have not made any changes in the permission scheme.

Tried upgrading jira to 7.12.1 (which upgraded JSD) to see if that will fix it but it's still the same.

[Sebastian Brookfield]

Hi all,

There is a workaround, if you're willing to do a dirty patch, and can't wait for the release.

If you go to "JIRA_HOME_FOLDER\plugins\installed-plugins\", you'll find the plugin for the Service Desk front end. For us, this was called "servicedesk-frontend-plugin-3.15.1-REL-0002.jar".

You can unzip this, and inside is a file called "customerportal.94354bd4a96dcdb21cca.js".
Without having checked any other Service Desk plugin versions, I would assume 94354bd4a96dcdb21cca changes, so bare this in mind.

Inside this, you'll find the line:

this.$el.append(ServiceDesk.Templates.Customer.simpleErrorMessage({errorMessage:e}))

I replaced this with the following line:

this.$el.append("<div class=\"aui-message aui-message-error\"><p>" + e + "</p></div>")

I restarted JIRA, and it started working again.
Hopefully that might help some people who are having issues, and can't wait for the release.
This is horrifically dirty though.

Kind regards,

Seb

[John Squire]

Hi Seb,

We have a small set of customers using our instance of Service Desk so managed to reset their passwords without too much effort. I am sure that other SD customers are not in the same situation and expect your solution to be helpful for them.

Thanks for your efforts and for sharing.

Best Regards

[Vitalii Kovalyshyn]

this has been identified as a bug indeed for the latest JIRA Service Desk:

• https://jira.atlassian.com/browse/JSDSERVER-6012

[digitalunityapps]

Any solution about this error?

[Irek]

Same problem,

[Vitalii Kovalyshyn]

I have the same problem. 

Customers do not get an error message, the login screen just hangs and the spinner keeps churning on forever. Inside console I see the exception:

[John Squire]

ok .... been digging a bit deeper.

seems that when a customer activates their account, Jira is responding with an error message (e.g. The password must satisfy the password policy) but there is a Java Script error which means no error message is shown to the customer: TypeError: ServiceDesk.Templates.Customer.simpleErrorMessage is not a function

anyone from Atlassian on this forum that can assist with this?

[Francesc_Arbó]

Hi @John Squire,

sorry, I couldn't answer before. According to the error message: "The password must satisfy the password policy", I recommend you to read this link: https://confluence.atlassian.com/adminjiraserver073/manage-password-security-861253177.html

Maybe you can try to Enable CAPTCHA or changing your Jira password policy.

[John Squire]

Hi @Francesc_Arbó,

the problem is not the password policy or the CAPTCHA .... the problem is that there is a Java Script error on the page so the user does not see the error message i.e. he does not know that his password does not meet the requirements of the password policy.

this java script error looks like a bug to me which Atlassian need to fix.

[John Squire]

ok, some customers can log in. not all customers are affected.

when adding a new customer they are also unable to activate their account (by setting a full name and password).

[Francesc_Arbó]

Hi @John Squire,

I think these links might help you:

• https://confluence.atlassian.com/jirakb/unable-to-login-to-jira-applications-596770904.html
• https://community.atlassian.com/t5/Jira-questions/tried-to-login-but-they-do-not-have-USE-permission-or-weren-t/qaq-p/644478

[John Squire]

Hi,

thanks but tried that before I posted.

the debug option in the log file does not show anything more ...

the second link applies to active directory which we do not use - we use Jira Internal Directory