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Atlassian Okta Integration

Sue Wilson May 2, 2023

We have Atlassian Access.  We've claimed our domain & users. We are now attempting to configure SSO via Okta and are running into issues.

We need 3 tiles - 1. Jira/Confluence, 2. JSM, 3. Portal bookmark

Tile 1 is configured as SAML - only IT assigned

Tile 2 is configured as SWA - only IT assigned

Tile 3 was changed to SWA, then SAML, however the original bookmark AND SWA configurations were saved, NOT deleted.  The active set up was configured as SAML and users from our "All Users" group were pushed & assigned.

IT Manager does NOT want us to use anything other than the bookmark and asked me to remove the SAML configuration.  When I deactivated it, the users ALL lost access to ALL Atlassian products AND the "All Users" group is no longer in Atlassian Admin.  To fix the no access issue, I re-activated the SAML connection.  All users were re-activated, HOWEVER, the Group will not re-push to Atlassian Admin and is throwing push errors.  

Does anyone know the best way to reconfigure without breaking access AND in a way that using the 3 tile approach works.  We are using this approach to segregate users based on the access they are allowed so we can assign tiles as needed and use provisioning down the road.

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Sue Wilson May 5, 2023

Answering my own question here in case others need answers, as well.

We reached out to Atlassian support for guidance.  They walked us through 1. using the primary Okta tile for SAML connection, 2. disabling the JSM SWA tile & replacing with a JSM bookmark tile which includes Okta validation, and 3. correcting/updating the Portal tiles, removing the SAML & SWA connections and the invalid group push and reinstating the Portal bookmark including Okta validation.  They also gave insight on group & individual assignments, as well as the authorization policies in Atlassian Admin.  

While I don't think I can possibly detail the changes we made, I do encourage anyone with similar issues to reach out to support.  They were quick to respond (within an hour, with a meeting scheduled next day) and very knowledgeable.  It took only an hour to fix everything, half of that time was spent explaining the situation and what we needed as the solution.

Wayne Smythe
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May 27, 2023

Could you share the specific support contact details you used?

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Sue Wilson May 30, 2023

Hi @Wayne Smythe 

I went to:  https://support.atlassian.com/, then selected:  Atlassian Cloud

If none of the sections on the resulting screen help, scroll to the bottom and select Contact Support

For our needs, I selected Technical issues and bugs then Atlassian Access for the product in question (there's a list of products to the right of the selection box)

Provide the details for your instance and submit your request.  Atlassian contacted us in a timely manner.  If the problem cannot be resolved via email, they may suggest a meeting to work through the issue with you.

I hope this helps.

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Wayne Smythe
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May 30, 2023

Thanks for the detailed feedback @swilson !

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