Error arises when accessing issues updated by deleted users


Users face issues when trying to access issues from the board shares and filter shares that have been created or last updated by a user who is no longer present in the Jira instance (i.e., a deleted user).

Steps to reproduce

  1. Add a Jira user to your instance
  2. Grant the new user Jira project admin access
  3. Navigate to Project settings using this user's account
  4. Create a new board or filter share, or update existing ones
  5. Delete the aforementioned user from the Jira instance
  6. Open the board or filter share as an external user
  7. Attempt to access any issues on the board
  8. Observe the error as the share page fails to render

Expected Behavior

Information about restrictions should be displayed to user

Restricted issue/filter/board/timeline

The issue/filter/board/timeline share link you're trying to access is currently unavailable due to changes in internal permissions.

Please reach out to the individual who shared this link with you.

Why is this happening?

All kind of shared links should be checked issue/filter(issue)/board(issue)/roadmap(issue).

Actual Behavior

An error arises, causing the share page to fail to render.

Based on customer report

Error log

[00000000cf1c31f5] 2023-08-18T14:48:30.815+02:00 ERROR 3933028 --- [XNIO-1 task-5] o.a.j.s.s.external.SharePageController   : Error while rendering share page: /issue/88658/user_is_not_on_instance/QA-93,
POST failed with HTTP status code 403

ovh.atlasinc.connect.jira.Jira$JiraException: POST failed with HTTP status code 403
    at ovh.atlasinc.connect.jira.Jira$HttpErrorHandler.apply(
    at ovh.atlasinc.connect.jira.Jira$HttpErrorHandler.apply(
    at ovh.atlasinc.guarana.http.HttpClient.checkHttpStatus(
    at ovh.atlasinc.connect.jira.Jira.jqlReq(
    at ovh.atlasinc.connect.jira.Jira.jql(
    at ovh.atlasinc.jira.share.share.external.SupportUnit.lambda$createBoardCloudIssueContextLevel1$39(
    at java.base/java.util.concurrent.CompletableFuture$
    at java.base/java.util.concurrent.CompletableFuture$AsyncSupply.exec(
    at java.base/java.util.concurrent.ForkJoinTask.doExec(
    at java.base/java.util.concurrent.ForkJoinPool$WorkQueue.topLevelExec(
    at java.base/java.util.concurrent.ForkJoinPool.scan(
    at java.base/java.util.concurrent.ForkJoinPool.runWorker(
    at java.base/


ESFJ-567- Error...
6.2 MiB

Child issues

Issue Type Icon ESFJ-571 Restricted share documentation Priority: Medium

Linked issues

relates to
Issue Type Icon SUP-272 External Share - Internal Comments on Software Projects Showing Priority: Medium
Issue Type Icon SUP-242 Getting error message when navigating to an issue Priority: Medium
Issue Type Icon ESFJ-569 Improve Share Accessibility by Indicating Inaccessible Shares Priority: Medium


Automation for Jira 5 September 2023, 17:36

Hello @Kamil Zarychta,

Please merge code to dev branch.
This is the best moment to add more information that can be helpful to prepare release notes.

  • Can you prepare short overview of change that can be used in release notes?
  • Please provide short GIF that showcase feature.
  • If GIF make no sense, can you provide image that highlights feature that can be used in release notes (cropped & annotated)?
Sagar Rawat 5 September 2023, 17:35

@Kamil Zarychta Fix verified - QA environment.

Kamil Zarychta 5 September 2023, 10:31

@Sagar Rawat fix deployed on QA, please check now

Sagar Rawat 5 September 2023, 01:03

@Kamil Zarychta after 2 user access is removed the created issue external share is displayed with white label error. Error also occurs on filter/Board shares.

Sagar Rawat 4 September 2023, 17:03

@Kamil Zarychta Fix failed- QA environment. Error still arises on accessing issues updated by deleted user.

Kamil Zarychta 4 September 2023, 13:57

@Parsa Shiva changes released on QA environment

Automation for Jira 4 September 2023, 13:57

Hello @Kamil Zarychta ]

This is the best moment to add more information that can be helpful for tester.

  • What areas are affected?
  • What are potential edge cases?
  • Was it checked for XSS problems?
  • Does change affect security, is new data exposed?

Please attach - Before / After screenshot if possible.

Parsa Shiva 23 August 2023, 22:39

@Kamil Zarychta Hello,

I have a question:
If a user is added to a project → Creates a share → user is removed from project, should the share he created be still working? Because he is still a user on the instance?

Automation for Jira 23 August 2023, 14:19

Hello @Krzysztof Bogdan,
Task is ready for review.

@Kamil Zarychta please make sure reviewer
have easy access to contend to be reviewed.

If this is code change. Please make sure PR is created.
If this is new documentation, blogpost, etc. Please provide link to page.

Kamil Zarychta 23 August 2023, 14:18

@Krzysztof Bogdan please look at code changes

Automation for Jira 21 August 2023, 09:15

Hello @Krzysztof Bogdan

This is the best moment to add more description, wire-frames, comments.
Why we doing this?
What is expected result?