Customer has their own integration with JIRA that is preventing them from accessing our site

[Nancy Pacitto]

We have a customer group that are unable to access our JIRA cloud instance because their system is automatically re-directing them to their own integrated system.  Any ideas for how to get around that?  Their own IT department doesn't seem to have any suggestions.

[Cody Stevens · Accepted solution]

I am taking a wild shot in the dark here but it sounds like they have SAML enabled. My company used Okta for our SAML and we were unable to log into multiple accounts. Anytime we tried to access a SAML enabled site, it would run through Okta.

Obviously you should still go with what Nic said and find out what they are actually doing but to me it sounds like its SAML related. Unfortunately with that turned on, the only way they can access your instance is with an email not managed by their identity provider.

[Nancy Pacitto]

It was because they use single sign on for their own JIRA.  The Jira support team determined the same solution -- they need to provide different email addresses not related to their usual corporate email.   

Thanks!

[Nic Brough -Adaptavist-]

You could try a VPN, but the best option is to find out how their system is "automatically re-directing to their own" - if we know how it's being done, we might have more possibilities for you.

[Nancy Pacitto]

Thanks!  I don't have those details yet -- will add if I can get them later.