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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.


(3) Relevant KBs




M Amine Community Leader Sep 28, 2020

thank you @K. Yamamoto 

Hi @K. Yamamoto


Does this require Access licence for as much users as we have Service Management clients?

K. Yamamoto Atlassian Team Jun 07, 2021

@Paul Santus In a nutshell,

  • JSM agents are billable
  • JSM customers are not billable

Refer to for more details.

Thanks @K. Yamamoto for your answer.

I understood JSM billing scheme (agents vs customers).

The main question here is: do we need to pay for users who are only JSM customers but are authenticated and user provisioned through Atlassian Access (in our case, they should be able to access JSM portal and no other Atlassian application) ?

@Arthur Mauvezin Sorry for the lack of clarification. But my last answer was for Atlassian Access. To answer your question, as of today:

  • The managed accounts using JSM as an agent are billable
  • The managed accounts using JSM only as a customers (and not using any other products) are not billable

Again, refer to for more details.


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