SSO for portal customers on JIRA cloud.

[teja.chintalapudi]

Hi,

We have set-up SSO for portal customers, following the suggestion that was mentioned in one of the accepted answers in the link below,

https://jira.atlassian.com/browse/JSDCLOUD-630?_ga=2.135361394.2117242439.1592823529-40670725.1590671926 

We migrated the portal customers into managed accounts and removed access to the products, however, upon successful login via SSO, the portal customers don't have access to any products and are thus unable to see their respective portals ? Could you help ?

[Angélica Luz]

Hello Teja,

Welcome to Atlassian Community!

The steps that you follow are indeed the only option for customers to login using SSO since the option is not available in the customer portal.

Are the customers logging in through xxxxxx.atlassian.net directly or still using the customer portal xxxxxx.atlassian.net/servicedesk/customer/portals?

Were they added to the projects? 

Also, when migrating customers, their customer account should be automatically deactivated. Please, confirm on Cog icon > User management > Jira Service Desk if their previous account is inactive.

Regards,
Angélica

[teja.chintalapudi]

Hi,

Started on a clean slate, the customer logins at 

1. id.atlassian.com, enters their email address
2. they get redirected to the IDP (ADFS in this case)
3. customer provides forms based authentication
4. gets a saml response and is redirected to start.atlassian.com
5. At this stage, the customer has no access, but since he is coming from a verified domain, he gets added to default new user group called jira-service desk-users.
6.  Now, he has to service desk access, but no portal access.
7. removed him from this group, as suggested.

On the cog icon, Users, i can see this user has no product access but he has site access. Yet when i login via SSO, i don't get redirected to the portal nor do i have access to any of the products.

[Angélica Luz]

Thank you for the details, Teja.

I'm not sure I understood correctly, so I would like to clarify what was done.

On the question, you mentioned that you migrated their accounts to Atlassian account, but on your reply, the steps seem related to self sign up, that they are creating their own accounts when accessing your site.

Please, confirm if they are listed as customers on the Customers' page in the desired project.

Also, confirm if the accounts are not duplicated.

Their accounts on User management > Jira Service Desk must have been deactivated if they were manually migrated to Atlassian account.

If they don't have access to any portals, it means that they don't have permission on the project and an administrator must manually add them on the Customers' page.