Customer can't add comment in Customer Portal for JIRA Service Management Cloud

Summary

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

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 response

Cause

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

Solution

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.