SAML for Service Desk customers?

[Dirk Festerling]

We are using Service Desk Cloud as an internal support tool for our company users. Most of them handle their issues by email. Some make even use out of the support portal, but most don't even know the password of their accounts. Because they have been created automatically when they sent the first email.

I would like to promote the usage of our portal, offer some confluence FAQ articles there etc. But having to sign in  is a nuicance for the customers... Now I figured out that we could use Identiy-Manager to provide single sign on even to my customers, because all have email adresses with the same (managed) domain.

After talking with Atlassian license support, I understood that in future all managed accounts (even the one for Service Desk customers) will be billed with 3 USD per user and month. We have round about 200 active users in our company and I would have to create a (billed) account for everyone (if I see that somebody joined the company)... In addition, I have no idea how to handle resigned users... They keep billed unless I disable them, but since they are not part of our team, I don't know about their leave...  In the end I will have a monthly bill of at least 600 USD that keeps growing - completeley out of my control...

Obviously I can't justify the usage of Identiy-Manager under that circumstances. Are there any alternatives to use Atlassian's cloud services and still provide a smooth experience to my customers?

Thanks a lot for your input and best regards!
Dirk

[Suvradip Paul · Accepted solution]

Hi @Dmytro Nechyporenko ,

Thanks for posting this issue in this community.

1. I am not sure whether you have reported  this issue here - https://support.atlassian.com/contact/ or not? If you have not reported yet, could you please select the drop down of the type and report it here?
2. I presume you have checked here -https://status.atlassian.com/  and it's fine. If not sure you can check here too - https://jira.atlassian.com/secure/Dashboard.jspa and search whether any issues already reported and if not you can also report this issue here.

I hope that helps.

Cheers

Suvradip

[Dmytro Nechyporenko]

hi @Suvradip Paul 

Thanks for reply, page itself is available, but I can't access Admin site menu. It only suggests to create new organisation. 

I see the menu for a while (1 second) and then immediately it is replaced by page below (see below). I have permissions to see Admin site menu. 

[Suvradip Paul]

Thanks @Dmytro Nechyporenko  for responding.

As mentioned earlier, could you please connect Atlassian Support

and report this issue?

Cheers

Suvradip

[Dmytro Nechyporenko]

Thanks @Suvradip Paul ! Reported.