Outage in Jira Service Management

JSM Customer portal users are unable to login through SSO

Resolved Minor
February 13, 2024 - Started over 1 year ago - Lasted about 8 hours
Official incident page

Incident Report

JSM Customer portal users are not able to login through SSO when they don't have a session and try to open the Customer portal requests page. As a workaround, customers are able to access their tickets if they login via the help centre page.
Components affected
Jira Service Management Service Portal Jira Service Management Authentication and User Management

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Latest Updates ( sorted recent to last )
RESOLVED over 1 year ago - at 02/14/2024 11:05AM

Between 2024-02-13 10:30 UTC to 2024-02-14 4:30 UTC, we experienced JSM Customer portal users were not able to login through customer portal when they don't have a session that impacted some Jira Service Management Cloud customers. The issue has been resolved and the service is operating normally.

IDENTIFIED over 1 year ago - at 02/14/2024 02:42AM

We've identified the root cause and are performing a fix to change the behaviour.

INVESTIGATING over 1 year ago - at 02/14/2024 02:41AM

JSM Customer portal users are not able to login through SSO when they don't have a session and try to open the Customer portal requests page. As a workaround, customers are able to access their tickets if they login via the help centre page.

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