Encountered a 403 - Forbidden error while loading this page
Asked by Rob ten Kroode:

I have something strange. One of our users gets this error message when trying to access the Service Mgt portal.  
This user is a Jira users, and uses Jira Software and Confluence on a daily basis. But for whatever reason gets this 403 error.

This is on the CLoud version of Service Mgt.

What can I do to fix this? Can't find anything in the setting, in the documentation and all references I can find online refer to setup setting for the non-cloud version of Service Mgt.  

Help.....

Rob


Answers:
author: Christine Box
body: Hi - I would recommend checking the following if still unresolved:

In Atlassian Admin go to Product Access and then Customer Access and confirm the user is in the groups mentioned on that page. This group product access controls the 'who' can access the portal as a customer when an internal user.


author: Nicolas Brunson
body: We just ran into the same issue and I believe it has something to do with the fact that the affected users had a regular Atlassian account and a portal-only account.

[Migrating the portal-only customer](https://support.atlassian.com/user-management/docs/migrate-a-portal-only-customer-to-atlassian-account/) to an Atlassian account and ensuring that the Atlassian account has the correct permissions (Customer permissions to JSM, customer permissions in the JSM project, etc.) should fix this


author: Marc - Devoteam
body: Hi [@Rob ten Kroode](/t5/user/viewprofilepage/user-id/4503877)

What is the URL the user is using?

He might have been given an internal JSM link instead of the link to the support portal.

Ask which url the user is using, can the user check with another browser, are there plugins on his browser preventing loading the page or it's an issue on the equipment the user is using.

If the URL is fine and another browser is working, I would clear all cookies and history and try again.

comments: author: Rob ten Kroode
body: It is a correct URL. The one to the portal (I know have 2 users with this issue). Weird thing: it works for most but not for some....

We did check several different broweser, Edge, Chrome, FIrefox.

CLearing history didn't help.


author: Marc - Devoteam
body: It seem then its a problem with this user.

Can you remove the user as a customer from the project?

Also check in Atlassian Admin if the user is active in your instance.


author: Nikola Perisic
body: Hello [@Rob ten Kroode](/t5/user/viewprofilepage/user-id/4503877)

Since this is a JSM project, is that user a service agent or a customer. JSM free version is limited for 3 agents that you can use.

Also, you can reference to this page right here, where one of the users had the same problem:

<https://community.atlassian.com/t5/Jira-Service-Management/403-Error-on-Jira/qaq-p/1773538>

comments: author: Rob ten Kroode
body: No. That's not the problem. This is access to the KSM Portal. The person accessing the portal is NOT an agent but is treated as a customer. This works for all people over here: the only use to portal to create an incident or report. The agents them deal with it.  
But for ONE person, it doesn't work and he gets the 403 error.  

Is not related to service agents.


Tags: cloud

jira-service-management

jira-service-management-cloud