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SAML SSO for JSM Customers using CA Identity 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 CA Identity Manager as Identity Provider

Follow the steps below to configure CA Identity Manager as an Identity Provider.

Single Sign on Using CA Identity,CA Identity SSO Login, Pre-Requisites Pre-requisite:

To configure CA Identity Manager as IDP, you need the metadata from SSO plugin.

Go to the Service Provider Info tab .
Click on the link https://[application-Domain]/plugins/servlet/saml/metadata.
choose Save As to save data in XML format on your system.

CA Identity SSO, Administrator Login Login as Administrator

Single Sign on Using CA Identity,CA Identity SSO Login, Launchpad

Go to Apps and click on add an app.

Single Sign on Using CA Identity,CA Identity SSO Login, Add new app

Scroll down in the Add App popup window and click Create a SSO app
Fill out the information in each of the steps as given below.

Enable SSO for Your App Using SAML

In Display Name, enter the name of your app and click Continue.

Single Sign on Using CA Identity,CA Identity SSO Login, Enable SSO, Enter name for app

Identity Provider Information

Download IDP Metadata or you can copy the SP Entity ID and ACS URL from the plugin. This is necessary to configure the add-on later. Click on Continue.

Single Sign on Using CA Identity,CA Identity SSO Login, Download IDP Metadata

Single Sign on Using CA Identity,CA Identity SSO Login Service Provider Information

Single Sign on Using CA Identity,CA Identity SSO Login, Provide Service Provider Metadata

Upload SP metadata to Upload SP metadata and click Continue.
You can also manually enter data. The data can be found in the add- on's SP Info tab.

Information to be entered in CA	Information to copy from the add-on
Assertion Consumer Service URL	ACS URL
Relay State	-
Entity ID	SP Entity ID
NameID Format	Email Address
Binding	POST
Requests Signed	Yes
Certificate	Download the certificate provided in SP Info tab and upload it here

Attribute Mapping

Fill Attribute Mapping as per your requirement. Set Type against NameID to User Attribute and set Value as User Name or Primary Email. These attributes are used to create user in the SP.
Click on Continue and click Finish .

Single Sign On (SSO) using CA Identity CA Identity SSO Login, Create a Rule

You’ll be redirected to app Dashboard. Go to Rules. A Rule defines who has the access to app. Click on add rule.
Enter the rule name. Click on Add Filter and select on which basis you want to assign app. You can select a department, type or title. You can add more filters according to your need. Click Continue.
Select the SP app you setup in Then they should have. Click Continue.
You can test the app by selecting a person from that department. Click Finish

Single Sign On (SSO) using CA Identity CA Identity SSO Login, Add new rule

Step 2. Setup JSM as Service provider

Go to the Manage Apps -> click Getting started under SSO Integration with Helpdesk then click on the Add New Identity Provider.

SSO for JSM Customers using ADFS as OAuth Provider | add identity provider

Select SAML and click on the next button.

SSO for JSM Customers using ADFS as OAuth Provider | select protocol

A. By Metadata URL :

Click on Import IDP Metadata.

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

Enter IDP name.
Choose IDP metadata URL / File: Enter your metadata URL / File
Click Import

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.