It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Double Login for Customer Portal for JIRA Service Desk Cloud

ServiceDesk Feb 23, 2018

Hi, I am using JIRA Service Desk Cloud. I am accessing the Customer Portal using this URL https://XXXXXX.atlassian.net/servicedesk/customer/portal  

I seem to need to login 2 times.  Please see screenshot attachment.  Is this normal?Login Screen 1.PNGLogin Screen 1a.PNGLogin Screen 2.PNG

1 answer

0 votes
Shannon Spaniol Atlassian Team Feb 28, 2018

Hi Mike,

I'd like to take a look at this behavior.

Can you confirm if your instance is the one at av*******.atlassian.net? If you give me permission, I can login as a support engineer and see what's going on.

Thank you!

Regards,

Shannon

ServiceDesk Feb 28, 2018

Hi Shannon, I confirm the instance is the one at av*******.atlassian.net.  Please go ahead and login to investigate.  Thanks.

Shannon Spaniol Atlassian Team Mar 01, 2018

Thanks, Mike!

When you enter an email address in that first login box, it checks first to see if it's an Atlassian ID. If it is, it will not ask you for a password there, but redirect you to the Atlassian ID login page.

So, if you were to type Ivy's email address that is on the server, it won't do this.

However, if I type the email address in your example since it doesn't exist as an Atlassian ID (I am assuming you changed the domain to abc.com to not post her email on a public forum), then it will ask you for a password there instead.

I wasn't able to replicate the exact issue you're having, so it may be that it was a bug briefly, but has now been resolved.

Can you confirm?

Regards,

Shannon 

ServiceDesk Mar 01, 2018

Hi Shannon, I am using a different id (ivy.yap@abc.com) as I do not want to post on public forum.  The issue is still happening and I hope you can assist further.

Shannon Spaniol Atlassian Team Mar 02, 2018

Mike,

Using Ivy's actual email address from your instance, I'm not able to replicate the issue and can confirm it works normally.

If you get the password box from your first screenshot, it means you're entering an email address that doesn't exist in the system.

If you are entering the proper email and it still occurs, I would recommend flushing your cache and on your browser. 

Regards,

Shannon

ServiceDesk Mar 02, 2018 • edited

Hi Shannon, I have flush browser cache and use a private browsing window and there is still some problem.  Although I do not need to enter the 1st screenshot password, I need to click on the button "Login with Single-Sign-On" and then jump to the blue login screen again asking me for userid and password again.  Is this normal?  So many login screens?  I tried on other laptops also the same issue.  

 

Regards

Mike 

Shannon Spaniol Atlassian Team Mar 02, 2018

Hi Mike, 

That's expected. This is because the login is indeed an Atlassian ID, so it just takes you automatically to the ID page to enter the password.

Let me know if you have any questions about it.

Regards,

Shannon

ServiceDesk Mar 04, 2018

Hi Shannon, don't you think this is a bit weird where user gets two login screen? First screen entering the userid and second screen entering the userid again with the password.   Why not go directly to the page for the userid and password?

Shannon Spaniol Atlassian Team Mar 05, 2018

Hi Mike,

This is the way that SAML sign-in works. It first asks your email address to check it against the Atlassian ID database, recognizes it, then sends you to login via SSO and Atlassian ID. It saves the email address you entered the first time so you do not need to type it again.

Let me know if you have any further questions about that!

Regards,

Shannon

Suggest an answer

Log in or Sign up to answer
This widget could not be displayed.
This widget could not be displayed.
Community showcase
Published in Jira Service Desk

4 changes to queues and issues you don’t want to miss

Hello Atlassian Community! I'm Tania, a Senior Product Marketing Manager for Jira Service Desk Cloud! I'm excited to announce some exciting improvements coming up for those who work with queues and...

650 views 9 13
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you