SSO using SAML is failing for a particular user in JIRA Cloud version

[Prakash Sankaran]

We have SAML enabled with our JIRA Cloud version.   We use SecureAuth as our IDP.  All users are working except for this one user.   We have checked this uses credentials and details in Active Directory and everything looks good.

How do we troubleshoot this with a tool?

In the server version of JIRA, we do not have access to logs.  We enabled SAML tracer and what we are passing back to Atlassian looks good.

[Prakash Sankaran]

Here's more information from SAML Tracer.

Below are the attributes we are sending to Jira after authentication . Can you please check with Jira support to check the issue on their side. Jira may be using the old email address and trying to update new email address( https://id.atlassian.com/error?client_id=tDP5by46cc3gEck7d2vbHZsqsfrDK6t9&connection=saml-7ae37c2c-7bae-440c-a85c-3a2d1b15b291&lang=&error=access_denied&error_description=handle-linked-saml-users%3Aupdate-linked-primary-user-email-failed-400&tracking=191a59847de180b56eb2)

<saml:NameID Format="urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress">Kenneth.Garza@OfficeDepot.com</saml:NameID>
<saml:SubjectConfirmation Method="urn:oasis:names:tc:SAML:2.0:cm:bearer"><saml:SubjectConfirmationData NotOnOrAfter="2018-07-17T19:12:40.623Z"
Recipient="https://auth.atlassian.com/login/callback?connection=saml-7ae37c2c-7bae-440c-a85c-3a2d1b15b291"/></saml:SubjectConfirmation>
</saml:Subject>
<saml:Conditions NotBefore="2018-07-17T18:07:40.623Z" NotOnOrAfter="2018-07-17T19:12:40.623Z">
<saml:AudienceRestriction>
<saml:Audience>https://auth.atlassian.com/saml/7ae37c2c-7bae-440c-a85c-3a2d1b15b291</saml:Audience>
</saml:AudienceRestriction>
</saml:Conditions>
<saml:AuthnStatement AuthnInstant="2018-07-17T18:12:40.623Z" SessionIndex="A510efe3f">
<saml:AuthnContext>
<saml:AuthnContextClassRef>urn:oasis:names:tc:SAML:2.0:ac:classes:AuthenticatedTelephony</saml:AuthnContextClassRef>
</saml:AuthnContext>
</saml:AuthnStatement>
<saml:AttributeStatement>
<saml:Attribute Name="http://schemas.xmlsoap.org/ws/2005/05/identity/claims/givenname"
NameFormat="urn:oasis:names:tc:SAML:2.0:attrname-format:basic">
<saml:AttributeValue>Kenneth</saml:AttributeValue>
</saml:Attribute>
<saml:Attribute Name="http://schemas.xmlsoap.org/ws/2005/05/identity/claims/surname"
NameFormat="urn:oasis:names:tc:SAML:2.0:attrname-format:basic">
<saml:AttributeValue>Garza</saml:AttributeValue>
</saml:Attribute>
<saml:Attribute Name="http://schemas.xmlsoap.org/ws/2005/05/identity/claims/upn"
NameFormat="urn:oasis:names:tc:SAML:2.0:attrname-format:basic">
<saml:AttributeValue>108206</saml:AttributeValue>
</saml:Attribute>
<saml:Attribute Name="Email" NameFormat="urn:oasis:names:tc:SAML:2.0:attrname-format:basic">
<saml:AttributeValue>Kenneth.Garza@OfficeDepot.com</saml:AttributeValue>
</saml:Attribute>
</saml:AttributeStatement>
</saml:Assertion>
</samlp:Response>