Unable to Create Ticket in Freshservice from Customer Jira Instance (403 Error)

[Mahipal Singh]

Hello Team,

I am encountering an issue while trying to create a ticket in Freshservice using the API from our customer Jira instance. The request works successfully when initiated from the internal Jira instance and postman. However, when attempting to do the same from the customer’s Jira instance, I receive a 403 Forbidden error.

Could you please help investigate and assist with resolving this issue?

Regards,

Mahipal Singh

[Philipp Sendek]

Hi @Mahipal Singh ,

are both Jira sites you've tested Cloud or is one an onpremise / Data Center site?
This sounds like it could be related to an IP blocklisting in which one site and your IP when using Postman is allowed, but the other site isn't.
This allowlist would be in Freshservice / on the target system and the issue should be troubleshot there - at least that's my opinion judging from the info you've provided.

Another reason could be that there is an issue with your authentication when running it from the customer site - but I expect that you've ruled that out as you've copied the script 1:1?

Is there something you can share with us that helps throubleshoot this further?

Greetings
Philipp

[Mahipal Singh]

Hi @Philipp Sendek 

Thanks for the response,

When i use the put method to update a field in Freshservice ticket, it works successfully, however i am facing this issue for POST Method.

Regards,

Mahipal

[Philipp Sendek]

Hi @Mahipal Singh ,

unfortunately, I'm not familiar with Freshservice and their API. Maybe it would make sense to open a ticket with Freshservice Support?

Greetings
Philipp

[Mahipal Singh]

Hi @Philipp Sendek 

I checked with Freshservice support, and based on their input, it seems they are correct.

If the same POST method, using the same code, API key, and URL, is working in Postman, our internal JSM Portal, and another customer's JSM Portal, but is not working for this particular customer, then the issue is likely related to the Jira side.

Regards,
Mahipal