Unable to add comments in JSM Cloud customer portal

Summary

Customers can't add comments to a ticket they have permission for in the Customer Portal. An error appears after attempting to add a comment.

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Diagnosis

1. Logged in as the affected customer.

2. Open the browser Developer Tools, depending on the browser, the steps may be different to access it, refer to this documentation for details.

3. Click the Network tab in the developer tools.

4. Add a comment to the ticket.

5. 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.

6. The request status code 503 with Application Blocked OR Service Unavailable response.

Cause

This problem is caused by the customer environment setting. This usually happened in the organization's VPN security setting.

Solution

Access a direct network connection, for example, a mobile data connection. Then, access the ticket and add the comment.

The customer needs to reach out to their organization's network or security support to resolve this.