We are facing intermittent issues with jira session creation

[Rajan Khadilkar]

Description:

We are encountering intermittent HTTP 403 errors when making GET requests to the Jira API endpoint:

https://helpshift.atlassian.net/rest/api/2/serverInfo

Error Details:

---

DEBUG:urllib3.connectionpool:Starting new HTTPS connection (1): helpshift.atlassian.net:443 DEBUG:urllib3.connectionpool:https://helpshift.atlassian.net:443 "GET /rest/api/2/serverInfo HTTP/1.1" 403 915 Traceback (most recent call last): File "/srv/jenkins/catapult/venv/bin/catapult", line 33, in sys.exit(load_entry_point('catapult', 'console_scripts', 'catapult')()) File "/srv/jenkins/catapult/catapult/commands/__init__.py", line 21, in main cli.cli(obj={}) File "/srv/jenkins/catapult/venv/lib/python3.10/site-packages/click/core.py", line 1130, in __call__ return self.main(*args, **kwargs) File "/srv/jenkins/catapult/venv/lib/python3.10/site-packages/click/core.py", line 1055, in main rv = self.invoke(ctx) File "/srv/jenkins/catapult/venv/lib/python3.10/site-packages/click/core.py", line 1657, in invoke return _process_result(sub_ctx.command.invoke(sub_ctx)) File "/srv/jenkins/catapult/venv/lib/python3.10/site-packages/click/core.py", line 1404, in invoke return ctx.invoke(self.callback, **ctx.params) File "/srv/jenkins/catapult/venv/lib/python3.10/site-packages/click/core.py", line 760, in invoke return __callback(*args, **kwargs) File "/srv/jenkins/catapult/venv/lib/python3.10/site-packages/click/decorators.py", line 26, in new_func return f(get_current_context(), *args, **kwargs) File "/srv/jenkins/catapult/catapult/commands/jira_cli.py", line 98, in jira_dep_ticket jc = jira.get_client(config['jira_host'], File "/srv/jenkins/catapult/catapult/jirautils.py", line 24, in get_client return JIRA(server, basic_auth=auth_creds) File "/srv/jenkins/catapult/venv/lib/python3.10/site-packages/jira/client.py", line 576, in __init__ si = self.server_info() File "/srv/jenkins/catapult/venv/lib/python3.10/site-packages/jira/client.py", line 2992, in server_info j = self._get_json("serverInfo") File "/srv/jenkins/catapult/venv/lib/python3.10/site-packages/jira/client.py", line 3697, in _get_json r = self._session.get(url, params=params) File "/srv/jenkins/catapult/venv/lib/python3.10/site-packages/requests/sessions.py", line 600, in get return self.request("GET", url, **kwargs) File "/srv/jenkins/catapult/venv/lib/python3.10/site-packages/jira/resilientsession.py", line 223, in request elif raise_on_error(response, **processed_kwargs): File "/srv/jenkins/catapult/venv/lib/python3.10/site-packages/jira/resilientsession.py", line 69, in raise_on_error raise JIRAError( jira.exceptions.JIRAError: JiraError HTTP 403 url: https://helpshift.atlassian.net/rest/api/2/serverInfo text:

403 ERROR

The request could not be satisfied.

---

Bad request. We can't connect to the server for this app or website at this time. There might be too much traffic or a configuration error. Try again later, or contact the app or website owner.
If you provide content to customers through CloudFront, you can find steps to troubleshoot and help prevent this error by reviewing the CloudFront documentation.

---

Generated by cloudfront (CloudFront)
Request ID: DH_biloYJVA2cl0tVQNFWDfSrTCv-ftRKjuKYEm-8lAWCVqMx2FluA==

response headers = {'Server': 'CloudFront', 'Date': 'Tue, 08 Apr 2025 12:32:05 GMT', 'Content-Type': 'text/html', 'Content-Length': '915', 'Connection': 'close', 'X-Cache': 'Error from cloudfront', 'Via': '1.1 d125bf8405e840aa51a88ae3d8d91fb2.cloudfront.net (CloudFront)', 'X-Amz-Cf-Pop': 'IAD12-P1', 'X-Amz-Cf-Id': 'DH_biloYJVA2cl0tVQNFWDfSrTCv-ftRKjuKYEm-8lAWCVqMx2FluA==', 'X-XSS-Protection': '1; mode=block', 'X-Content-Type-Options': 'nosniff', 'Strict-Transport-Security': 'max-age=31536000; preload'} response text =

403 ERROR

The request could not be satisfied.

---

Bad request. We can't connect to the server for this app or website at this time. There might be too much traffic or a configuration error. Try again later, or contact the app or website owner.
If you provide content to customers through CloudFront, you can find steps to troubleshoot and help prevent this error by reviewing the CloudFront documentation.

---

Generated by cloudfront (CloudFront)
Request ID: DH_biloYJVA2cl0tVQNFWDfSrTCv-ftRKjuKYEm-8lAWCVqMx2FluA==

---

Observations:

• These errors occur intermittently across nodes.

• We have not made any recent changes to our workflow or request logic.

• Initial debugging suggested the possibility of a payload being unintentionally added to GET requests (which CloudFront may reject), but we have verified that no payload is present in our GET requests.

Impact:

• This issue is causing significant noise and affecting the reliability of our Jira integration.

Request:

We would appreciate any assistance in:

• Identifying the root cause of these 403 errors.

• Understanding if there are any known issues or rate limits on CloudFront that could explain this behavior.

• Recommending steps to mitigate or resolve the issue.

Please let us know if any additional information is needed from our side.

[Andrew L_ Chlup]

We just started experiencing the same thing and have put in a ticket with support. If we get any information I'll share.

[marc -Collabello--Phase Locked-]

It's probably best to contact Atlassian support directly.  This is a public forum, and we can't help you directly.