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SAML SSO for JSM Customers using Duo as IDP

You can now allow External Customers to login into Jira Service Management (previously Jira Service Desk or JSD) via SSO! Integration with various customer portals like Atlassian Service Management and access tickets with the help of SAML SSO for JSM Customers.

Download And Installation

Log into your Jira instance as an admin.
Navigate to the settings and Click on Apps.
Locate SAML SSO for JSM Customers.
Click on free trial to begin a new trial SAML SSO for JSM Customers.
On menu bar click on Apps. Locate SAML SSO for JSM Customers .

Step 1: Setup DUO as Identity Provider

Follow the steps below to configure Duo as an Identity Provider.

SAML Single Sign On (SSO) using DUO Identity Provider,DUO SSO login, DUO Single Sign On Create your Application in DUO

Login to your Duo Admin Panel instance.
Navigate to Applications and Click on the Protect an Application.

SAML Single Sign On (SSO) using DUO Identity Provider,DUO SSO login, Add Application

Locate the entry for your Atlassian app (like Jira, Confluence or Generic Service Provider), with a protection type of "2FA with SSO self-hosted (Duo Access Gateway)" in the Applications list and click on the Protect.

SAML Single Sign On (SSO) using DUO Identity Provider, DUO SSO login, Duo Application

Enter the Domain name of your app environment. For example, if your Jira login URL is https://yourdomain.com then enter yourdomain.com in this field.

SAML Single Sign On (SSO) using DUO Identity Provider,DUO SSO login, Configure App

Standarly Duo maps sAMAccountName, but if you want to use a non-standard username attribute for your authentication source, check the Custom attributes box and enter the name of the attribute you wish to use instead.
And click on the Save Configuration button.
Now click the Download your configuration file link to obtain the Application settings details (as a JSON file).

SAML Single Sign On (SSO) using DUO Identity Provider,DUO SSO Add your SSO Application to Duo Access Gateway

Go to the Applications page of the DAG admin console session.
Click on the Choose File button in the "Add Application" section of the page. Locate and upload Application JSON file you downloaded from the Duo Admin Panel earlier.

SAML Single Sign On (SSO) using DUO Identity Provider,DUO SSO login, Configure Duo Acess Gateway

And your Application will be added.

Step 2. Setup JSM as Service provider

A. By Metadata URL :

Click on Import from Metadata tab.
Enter IDP name.
Enter IDP metadata URL: Enter your metadata URL
Click Import

SAML Single Sign On (SSO) using Okta Identity Provider, Okta SSO Login,IDP Metadata Link

B. Manual Configuration :

To configure the IDP manually, you will need to have the following details from your IDP's metadata.

IDP Entity ID
Single Sign On URL
Single Logout URL
X.509 Certificate

Once you have added the IDP metadata, click on Save. If the IDP has been added successfully, Click on the Test Configuration button to test if the IDP was added successfully.

Step 3: Integrate Atlassian HelpDesk with JSM SSO

Click on the Configure API Token and configure the Service Account API token with the email.

It is necessary to have admin permissions for the service account.

After successful configuration of API token all the service desk projects with respective links will be displayed. These substituted links will be used by customers for accessing particular projects with SSO.

Copy any of the substitute links you see for your portals and try accessing it in a private browser window. You would be automatically redirected to your Identity Provider for authentication and would be allowed access to the portal only after successful authentication.