Outage in Jira Service Management

JSM Customer portal users are unable to login through SSO

Resolved Minor
February 14, 2024 - Started 3 months ago - Lasted about 8 hours
Official incident page

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Outage Details

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
Latest Updates ( sorted recent to last )
RESOLVED 3 months 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 3 months ago - at 02/14/2024 02:42AM

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

INVESTIGATING 3 months 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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