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SAML SSO for JSM Customers using Salesforce 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 Salesforce as Identity Provider

Log into your Salesforce account.
Switch to Salesforce Classic mode from profile menu and then go to the Setup page.
From the left pane, select Security ControlsIdentity Provider.
In the Service Provider section, click on the link to create the Service Provider using Connected Apps.

SAML Single Sign on (SSO) using Salesforce Identity Provider, Create SP via connected apps

Enter Connected App Name, API Name and Contact Email.

SAML Single Sign on (SSO) using Salesforce Identity Provider, Fill connected apps details

Under the Web App Settings, check the Enable SAML checkbox and enter the following values:

Entity ID	SP-EntityID / Issuer from Service Provider Info Tab
ACS URL	ACS (AssertionConsumerService) URL from Service Provider Info Tab
Subject Type	Username
Name ID Format	urn:oasis:names:tc:SAML:2.0:nameid-format:persistent

Now from the left pane, under Administer section, go to Manage AppsConnected Apps. Click on the app you just created.
Under Profiles section click Manage Profiles button and select the profiles you want to give access to log in through this app.
Under SAML Login Information, click on Download Metadata.
Keep this metadata handy for the next steps.

SAML Single Sign on (SSO) using Salesforce Identity Provider, Download Identity Providers metadata

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.