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Service Desk Customers to Login with SAML SSO

This article introduces a configuration to let the service desk customers (portal-only users) login with SAML protocol.


(1) Prerequisite

You are:

  • an organization admin of the organization with SAML SSO and user provisioning configured, and
  • a project admin of the classic project in Jira Service Desk which belongs to the organization


(2) Configuration

If user provisioning is properly configured, the organization admin see the name of synced groups at Atlassian Access like below:


In this example, we are going to configure the settings against "All members for directory - f5f33185-555d-425b-84b4-06c155df3abb".

On the site belonging to the organization, the site-admin can see the group and its members in the user management:

Screenshot 2020-06-08 15.40.38.png

Here's the procedure on Jira Service Desk:

  1. In a classic service desk project, go to Project settings > People
  2. Add the group which name is starting with "All members for directory" as the "Service Desk Customer" role

Screenshot 2020-06-08 15.42.25.png

That is it. Now the users belonging to the specified group can login only with SAML SSO:


Note that the signup/login endpoint is different between portal-only users and licensed users (such as service desk agents). The portal-only users need to use the login form liked in the customer portal.


1 comment

Mohammed Amine Community Leader Sep 28, 2020

thank you @Kenta Yamamoto 


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