SAML misconfig - locked out!

[Tobias Soler]

Set up SAML in Entra. Followed MS guide to the point! 

Enabled SSO (enforced, stupidly) in Jira.

The SAML fails.

Now I'm locked out completely and no way of raising a ticket to Atlassian. 

Is the environment lost completely? Shure there must be a safeguard for this kind of stupidity (my own) Like a bypass SSO link?

[Marc - Devoteam · Accepted solution]

Hi @Tobias Soler 

Raise an issue at Atlassian Support, https://support.attlassian.com/contact 

Unless you had created an Atlassian account with an email domain you haven't yet verified for your organization, I'm afraid you won't be able to bypass the SSO.

Always make sure to have an account in the system that is from another domain, to always gain access to the system. (With org admin permissions)

[Tobias Soler]

Thank you for your answer, but I'm not able to raise a ticket. 
In the ticket creation process, you have to type in the url of the affected instance. When I do that, I can't continue as they ask me to contact my admin (me)...
So, I guess the environment is lost forever. 

But thanks anyway, I'll just find another software. A shame, I really liked Jira.

[Hector Menchaca]

Hello @Tobias Soler ,

As you are locked out - you will need to raise a ticket via the billing team and then that ticket will reach out the technical team and we will be able to help you.

https://www.atlassian.com/company/contact/purchasing-licensing#/

Best Regards,

Thanks!

[Marc - Devoteam]

Hi @Tobias Soler 

This is strange, you should always be able to raise a request if you are on a paid subscription with Atlassian or are you on a FREE subscription

I can mention some community leaders, that could direct Atlassian Support into helping you.

[Tobias Soler]

@Hector Menchaca Thank you! I was able to raise a ticket this way. 

@Marc - Devoteam  I'm on the trial version for Guard. Thank you! I've raised a ticket as you can see. Let's see what they say. 

Thank you both for helping so fast. Much appreciated!

[Hector Menchaca]

@Tobias Soler Can you please share the Ticket#?

[Tobias Soler]

CA-3355268

[Tobias Soler]

@Hector Menchaca @Marc - Devoteam 

I'm back in!

Support provided me with a onetime login link, and I was able to get back in and turn off mandatory SSO. 

Thank you both for helping me. I don't believe I've ever seen so fast support. 

Have a wonderful day! 

[Hector Menchaca]

@Tobias Soler 

I am glad we were able to help!

Do you think you can also reply on the ticket so we can have the answer there recorded and be able to close it?

thanks!