403 error when trying to edit source code for a form message

Problem

When attempting to update a form message's source code, make changes in the editor view, or send a message, user receives a 403 error.

Environment

• All versions of xMatters

Resolution 

This issue was identified as related to customer-installed security software such as zScaler. Explicitly allowing xmatters.com on the security software resolved this issue.

Cause

After inspecting the browser certificate, xMatters Support confirmed that the customer was using zScaler to shape/sniff browser traffic looking for specific keywords. xMatters Support confirmed that alternate words could be saved without a 403 error and recommended that the domain xmatters.com be allowlisted in zScaler.