Clients receiving issues with JIRA ticket submission using Google Chrome

[Kelly Basara]

We use the JIRA Service Desk for allowing our clients to enter in support tickets for our software product. Recently, a bunch of clients are stating they cannot enter in tickets because of two reasons: 1) the page is cut off and does not show all necessary fields that should be there.....

.... so when the client tries to proceed, they run into the second issue 2) an error message popping up on their screen stating to contact the Site Owner. 

We have tried everything from restarting the computer. uninstalling and reinstalling Google Chrome, updating their OS (if updates available), all to no avail.

Has anyone else experience this issue? Or can lead me in a direction as to why this may be happening? Possibly a plug-in issue?

Any thoughts would be greatly appreciated!

Thank you!

[Andy Heinzer]

We've run into this same problem locally in Atlassian recently.  In our case, we have a series of feedback collectors on our site, most commonly accessed on our Documentation spaces.  For some customers, they see this same login screen.

But they should not actually be seeing that screen at all, instead they should be seeing the fields of the issue collector created by that specific Jira project.   Our team found that it is possible to create this problem due to an old corrupt cookie that comes from the Jira site where the issue collector comes from.  In our case that is jira.atlassian.com

Workaround

Any of the following actions should 'fix' the problem:

1. Provide feedback in a new, private/incognito browser window
2. Clear cookies for *.atlassian.com in your browser
3. Hit https://jira.atlassian.com/secure/Dashboard.jspa in a new browser tab to trigger a refresh of your session cookie

In your case, you would want to replace the *.atlassian.com with the domain of your Jira site.  And replace the jira.atlassian.com site with the URL of your Jira instance where these issue collectors come from.  

So you should be able to have your client machines either clear their cookies, or update their own session cookie to your Jira site and then have them try to complete that feedback page. 

I hope this helps.

Andy

[Kelly Basara]

Andy,

We have even had our clients clear their cache and cookies on their web browser, which still does not clear the issue they are experiencing.

These clients do not have access to the JIRA Dashboard, they are only able to submit support tickets, where the support team and QA team here have access to the JIRA Dashboard -- thus that dashboard link would not be beneficial in this specific case.

We have the support ticket option embedded into our website, so a new tab does not open when entering a ticket, but rather a new window appears on the screen.

[Andy Heinzer]

Then it seems likely there is something else wrong here in regards to the way these users authenticate to Jira.   Are you using any 3rd party solutions for Jira authentications, like Okta, onelogin, centrify, OpenID, etc?   I'm just curious if I can better understand more about why this is failing in the manner it is.  The issue collector should not be getting to this point where it asks you to login at all.

I would recommend trying to generate a HAR file in your browser when this issue collector loads and shows you this first login screen.  Steps to do this are in https://confluence.atlassian.com/kb/generating-har-files-and-analyzing-web-requests-720420612.html

I suspect you will see in the browser console logs some errors that will help diagnose this problem further.

Can you tell me more about your issue collector configuration?  For example, are you using a default reporter for this issue collector?  Or are you trying to match the user session of the submitter as the reporter of the issue to be created?

It is also possible that the user trying to create the issue might not have rights to create issues in that project.  Depending on your settings of the collector and the rights of the user, it might also explain this behavior.

[Kelly Basara]

Andrew,

Thank you for your response. Hopefully I can answer most of your questions through some screenshots I have taken. I am not the initial person who set up the issue collectors at my company, but I will do my best; I can always forward any questions I cannot answer to him.

As far as I know, we do not use any 3rd part solutions for JIRA. How we have it set up is we provide an actions panel to our clients on their client sites with a 'Ticket' button they can click on. From there, the support form "should" be brought up for them to fill in their details. As I provided in the initial post, the screenshots show a cut-off form, which does not allow them to proceed. It does not happen to every customer, but we are getting reports of about 5+ people a week being unable to submit tickets through our JIRA instance, and our support team is unable to replicate the issue whatsoever. I recorded a brief video of how we integrate JIRA on our clients sites: HERE.

As for the issue collector and how is it set up, I have provided some screenshots:

I hope this information helps!

[Andy Heinzer]

Thanks for this information Kelly.  The Jira Service Desk Widget user is something that is specific to Jira Cloud at this time.  It is a special service account that allows unauthenticated users to create issues in a service desk project.

However I have never seen anyone try to use this special Atlassian Cloud service account as the reporter of an issue collector as it appears you are trying to here.  Instead that service account is expected to be used with the new widget described in https://confluence.atlassian.com/servicedeskcloud/get-requests-from-an-embeddable-widget-937890652.html

This service account doesn't really have a login like other accounts in jira does.  Perhaps that is a factor in this specific behavior you are seeing.  What I  recommend instead is to follow the steps in the link above in order to create issues in a service desk project for unauthenticated users.

The issue collector in Jira is really designed more for jira Core projects.  That is not to say it is impossible to use this to create issues in Jira Service Desk, but issues created in service desk have other fields that are expected to be completed when issues are created.  If you really want to use the issue collector here, I would instead recommend that you create a separate service account that has the ability to create issues in this specific project and then assign that user as the reporter of issues in this project.   You still might run into a problem with this approach where the issues do not have a request type - which would cause problems with Service desk notification, SLAs, etc.  

But you might be able to overcome those limitation by creating an automation rule to set any issue without a request type to have some generic request type.   Check out the KB https://confluence.atlassian.com/jirakb/automatically-set-customer-request-type-when-issue-is-created-via-jira-859463969.html for more details on this approach.