How can I resolve customers receiving a "Something bad happened" error message?

[Justin Clark]

I have some customers that receive a "something bad happened" error when they follow the link to view request.  
They seem to be receiving the emails with proper links, but the error happens when they try to view the request.  

I have double checked that they are customers of the project, and used the notification helper which shows that they should receive notifications. 

Does anyone have any ideas on what could be causing this? 

[Angélica Luz · Accepted solution]

Hello @Justin Clark,

Thank you for reaching out to Atlassian Community!

When a customer receives “Something bad happened” it means that they don’t have access to the ticket anymore or they are being redirected to the portal using the wrong account that doesn’t have permission to the specific ticket.

First, it’s important to check if they are using the correct account.

For that, please, ask them to access the customer portal using an incognito window or a browser where they are logged out from their account. So, they can go to https://domain.atlassian.net/servicedesk/customer/portals and log in to access the ticket.

Also, as an agent/admin, you need to confirm if the ticket has a valid request type. The request type is what makes the ticket visible in the portal for the customer. So please, access the ticket and confirm this information on the right-side panel.

Please, take your time to test and let us know how it goes.

Kind regards,
Angélica

[Justin Clark]

Apologies as I have been out for awhile, but this was resolved by utilizing the permission helper.  thank you and apologies again on the delayed response

[Tobias H]

Hi @Angélica Luz

Whenever an approver tries to approve a request that they, or someone else, has already approved, they are presented with this error.

It seems like a very hostile, and non user-friendly, way to go about it.

An image with a "✅ This has already been approved by X" or something would make much more sense then a warning sign and "Something bad has happened".

[Julia Söderberg]

Hi @Tobias H @Angélica Luz 

Do you know if there is a bug/feature reported for this behavior? That the approver receives "Something bad happened" when they approve an already approved request. 

[Tobias H]

@Julia SöderbergNot to my knowledge, but I would very much like to know as well.

[Ijaz Ahamed]

[JSDCLOUD-10942] Make the error screen more clear when an approver tries to approve a request via email that's already been approved. - Create and track feature requests for Atlassian products.

[Ijaz Ahamed]

This is an open bug/feature reported for this issue.