Customer can't add comment in Customer Portal for JIRA Service Management Cloud
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Problem
A customer is not able to add comments to the ticket that they have permission to view and add comments via Customer Portal. After adding a comment, the error is shown below on the screen:-
We couldn't submit your request. Refresh the page and try again
Diagnosis
Environment
JIRA Service Management Cloud
Diagnostic Steps
- Logged in as the affected customer
- Open the browser Developer Tools, depending on the browser, the steps may be different to access it, refer to this documentation for details.
- Click the Network tab in the developer tools
- Add a comment to the ticket
- Search for comment requests in the developer tools, the request should show the
https://xxxx.atlassian.net/rest/servicedesk/1/servicedesk/customer/comment
POST request. - The request status code 503 with Application Blocked response
Cause
This problem is caused by the customer environment setting. This usually happened in the organization's VPN security setting.
Workaround
Access a direct network connection, for example, a mobile data connection. Then, access the ticket and add the comment.
Resolution
The customer needs to reach out to the organization network or security support to resolve this.