Commenting on Support ticket returns 400 Bad request error message

[MyDynasty001]

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Why are you seeing this issue?

This is a support escalation! You can find out more about expectations on communications and response times in the on-call docs. Thank you for doing your part to keep GitHub customers happy!

Severity

Note, for Sev1 issues always page the team first, using the PagerDuty information in the service catalog and the command .pager trigger <rotation> <reason>. Opening an issue for a Sev2 incident can come later (and can be done by the available Escalation Engineer).

• sev1 - Engineering must respond, when paged, within their on-call SLO
• sev2 - Engineering must respond to this issue within one business day
• sev3 - Engineering must respond to this issue within one week

Service

browser-support

Context

⚠️ Kindly provide all the requested information to ensure a prompt and efficient response. ⚠️

GitHub Support Plan

• Top 20
• Premium Plus
• Premium
• Enterprise
• Free/Pro/Team

GitHub Product(s) Impacted (check appropriate boxes and provide GHES version if applicable)

• GitHub.com (including GHEC)
• GitHub Enterprise Server.
  • Running version: x.y.z
  • Recently upgraded from version: x.y.z (upgrade date: yyyy-mm-dd)
• Proxima (ghe.com)
  • Customer tenant: -

Customer Impact

If applicable, list the impacted entities:

• Enterprise: -
• Organization: -
• Repository: -
• User: -

Zendesk Ticket(s), support bundles, and other relevant Issues and links

• ZD_3909587_

Issue

From the support portal the customer confirms that they can create new tickets, upload files and perform other functions, however, when they attempt to comment on a ticket, it returns with error message:

"Comment submission failed"

Upon checking the HAR file, we can see that there is a 400 bad request on the comment section.

Further checks into the HAR file also reveals multiple authenticity_token in the Payload request as shown below:

To Reproduce

Steps to reproduce the behavior:

1. Go to '...'
2. Click on '....'
3. Scroll down to '....'
4. See error

Expected behavior

A clear and concise description of what you expected to happen.

Screenshots

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Additional context

support.github.com.har.zip

Add any other context about the problem here.

cc:
@github/web-systems-reviewers
@justinbyo

Support Squad(s): @github/support-squad-