Portal users are getting an "Unauthorized" error when creating incidents using Microsoft Edge

Update timeline

1. identified Oct 23, 2024, 07:04 PM UTC

   We have received reports indicating that end-users encounter an error when attempting to create incidents in the Service Desk portal despite having the correct permissions. The error message displayed is: "You are not authorized to create this object. Please check your role permissions or contact your system administrator." Upon investigation, it was determined that this issue is caused by the browser (Microsoft Edge) auto-filling the incident fields. While we investigate this further, the workarounds are listed below. 1. Disable the auto-fill feature in Microsoft Edge. 2. Use another browser or a private/incognito window. 3. Remove the pre-filled requester and manually select "Me" from the requester field. This does not impact incident creation via email. Users can still create tickets by sending an email to your service desk dropbox (Setup > Account > Email Settings). If you have any questions, please contact us at [email protected].

2. monitoring Nov 07, 2024, 07:22 PM UTC

   A fix has been implemented. We will continue to monitor the situation to ensure no further impact occurs.

3. resolved Nov 11, 2024, 02:33 AM UTC

   This issue has been resolved. Please reach out to [email protected] if you need further assistance.