Login Issue - Service Desk Customer Auto Redirects to SSO versus UserName/PW

[Brad Agee]

We use traditional username/PW authentication for our Service Desk customers. However, a customer of ours uses various atlassian.net web services and when accessing our service desk landing page they are not presented the option to enter their password but instead redirected to their own atlassian SSO login screen.

Up until the last couple of weeks, this user when accessing our service desk landing page they were given an option to enter their password but now that option is not available.    

Note: we have cleared all atlassian.net cookies on the browser.

Is there a workaround for this issue? 

Thanks in advance. 

Brad

[Brant Schroeder]

@Brad Agee Does this happen in all browsers?  Are they using Chrome?  I have seen this when they are using Chrome and logged into the browser.  Using incognito mode fixes the issue.

[Brad Agee]

Thanks, Brant for your response.

They are not using Chrome but having the issue surface in FF and Edge.

I have asked the client to test 'InPrivate Window' on edge and have not heard back from them yet. Will keep you posted.

Do you know if Attlassian changed their login logic (in the last 2-3 weeks) that would not allow him to bypass the SSO login page?

Thanks for your help!

Brad

[Brad Agee]

Brant,

Here is the response from my client:

________________________

Close but – still did not work.

I entered my email.

I did get to the login showing my email with other options (such as google, etc.) which then prompted for password.  So thought I was good.

But that took me back to ask for my email again(b) , and then only gave me the SSO option. 

Also, I closed that window and opened another incognito window – then just got (b)

______________________

Any thoughts on next steps?

Brad

[Brant Schroeder]

@Brad Agee I do not know of any login change.  Since it is not Chrome I can only think this would be a cache issue or something with the specific individuals account.  Let me know how incognito mode goes.

[Zach Kramer]

Hello @Brant Schroeder - I am actually @Brad Ageecolleague and we are still struggling with this access issue.  Incognito mode was unsuccessful. 

To give an update, we had the user deleted by our Jira Admin.  We asked them to re-register for an account, but now they are not even receiving registration emails.  We had another individual at the same customer sign up and register without any issues.

We would appreciate any insights you might have to help!

Thanks!

[Brant Schroeder]

@Zach Kramer I would suggest submitting a service desk issue to Atlassian https://support.atlassian.com/contact/#/ They will be able to specifically look at his account and see what is happening.