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SAML for Service Desk customers?

Dirk Festerling

We are using Service Desk Cloud as an internal support tool for our company users. Most of them handle their issues by email. Some make even use out of the support portal, but most don't even know the password of their accounts. Because they have been created automatically when they sent the first email.

I would like to promote the usage of our portal, offer some confluence FAQ articles there etc. But having to sign in is a nuicance for the customers... Now I figured out that we could use Identiy-Manager to provide single sign on even to my customers, because all have email adresses with the same (managed) domain.

After talking with Atlassian license support, I understood that in future all managed accounts (even the one for Service Desk customers) will be billed with 3 USD per user and month. We have round about 200 active users in our company and I would have to create a (billed) account for everyone (if I see that somebody joined the company)... In addition, I have no idea how to handle resigned users... They keep billed unless I disable them, but since they are not part of our team, I don't know about their leave... In the end I will have a monthly bill of at least 600 USD that keeps growing - completeley out of my control...

Obviously I can't justify the usage of Identiy-Manager under that circumstances. Are there any alternatives to use Atlassian's cloud services and still provide a smooth experience to my customers?

Thanks a lot for your input and best regards!
Dirk

Accepted answers

Rodrigo B_

Hello @Dirk Festerling, @Marthine, @Danyal Iqbal and @[deleted],

I hope you are all well!

With the product Atlassian Access (Identity Manager) being generally available, some of our customers' concerns were addressed and delivered together, for example, Atlassian accounts that does not have any product license (Customer accounts) are no longer charged on the Atlassian Access billing, only agents (licensed on JSD), which means you can use SAML for them and not pay for these users, you can read more about it here:

https://www.atlassian.com/licensing/atlassian-access#manageroles-5

We do still have an appropriate feature request for Jira Service Desk customers, those that you can't verify the domain. This is the feature request, please if you haven't done it yet, vote and watch it!

https://jira.atlassian.com/browse/JSDCLOUD-1015

It's thanks to all the feedback received by you, our customers, during the Early Access Program for Identity Manager that we delivered free SAML integration for portal-only users with Atlassian accounts, it matters a lot to us that you keep participating and sharing your insights!

Thank you & best regards,

Rodrigo Becker
Atlassian Cloud Support

All comments

Adibou

Hi,

You can set your JIRA Service Desk portal to allow anyone raising requests from there without login.

1- Go to JSD configuration to set Customer permissions

Screen Shot 2018-02-21 at 15.04.43.png

2- In your Project setting, set the customer permissions to "Anyone...without logging in".

Screen Shot 2018-02-21 at 15.34.11.png

For the single sign-on on Atlassian Cloud, I think there is no other way than using the Identity Managers supported by Atlassian Cloud.

You can have a look at this article, they talk about your issue regarding user and IM: https://community.atlassian.com/t5/Identity-Manager-questions/New-Support-Identity-Manager-charges-to-include-charges-for/qaq-p/699837/jump-to/first-unread-message

Hopes it will help.

Cheers,

Adrien

unknown

Do customers count against the license like service desk agents do when using SAML? Right now I manage users via Jira user management. Right now only Service Desk agents require a license customers don't. Is it the same when using SAML access? I plan to use OKTA SAML with Jira.

Danyal Iqbal

Yes, customers are counted against the license just like agents when using SAML.

Dirk Festerling

Hi Adrien,

Thanks for you reply! Making our Cloud Instance of Service Desk and the knowledge base public is not really an option. Almost everything in there is classified and for internal use only...

The article you shared deals with agents and Jira users, and I'm fine with that. But I still don't understand why this applies to Service Desk customers as well. How would you place this Feature in organizations that support a really large internal user base with a Service Desk Cloud instance? Maintain all leaves manually in the IM?

BR
Dirk

Marthine

Hi Atlassian,

I have the same request. It would be nice to create a SAML sign on / app in Okta where we can lead our internal customers to..

There is already one for the confluence space, the regular Jira app and Strike?! or something like that. Why not the customer portal. Or maybe im just failing to see the solution somewhere. Can you please help?

KR, Marthine

Rodrigo B_

Hello @Dirk Festerling, @Marthine, @Danyal Iqbal and @[deleted],

I hope you are all well!

https://www.atlassian.com/licensing/atlassian-access#manageroles-5

https://jira.atlassian.com/browse/JSDCLOUD-1015

Thank you & best regards,

Rodrigo Becker
Atlassian Cloud Support

Dirk Festerling

Hi Rod,

This makes Service Desk and SAML much more attractive for internal support teams. I appreciate this!

Thanks
Dirk

Marthine

That is reassuring.. So is their going to be a solution?

Stéphane Veraart

Hello Rodrigo,

Thanks for your answer on this topic/request. Will Atlassian Access only be available on Cloud or are there ways of enabling it as a service within Server/Data Center applications?

Kind Regards,

Stéphane

Rodrigo B_

Hi Stéphane,

Great question! Unfortunately the Atlassian Access product is for the Cloud only, its features are designed to interact exclusively with the Cloud architecture, so it can't be used as a service for Server/Data Center, currently there are no plans on our roadmap to model Atlassian Access for these platforms.

Best regards,

Rod

Chad Mellon

Did you ever get an answer on this one? We are in the same situation.

Stéphane Veraart

No solution and no answer, but maybe @Rodrigo B. can provide insight into this subject.

Rodrigo B_

Thanks for mentioning me here @Stéphane Veraart - Really missed it!

Anne Talbot_71u8yb

Agree - is there any update or workaround for this? We are trying to avoid.

1. Go to Service Desk

2. Type in Email

3. See 'your company uses SSO'

4. Get redirected to SSO login

5. Type in SSO login

6. Load Service Desk Home Page

Chris Christensen_66ejjv

So I am running into this as well now. I've got an Atlassian Access trial and I was able to configure Okta SSO for access to Jira and Confluence which gets my Dev and IT teams into where they need to be, but I am really looking for a solution to get service desk customers access via Okta and so far all of my good searches are coming up empty.

@Rodrigo B_ is there a way to give Jira Service Desk SSO access via Okta to our internal customers?

Thanks in advance for the help.

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