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SAML SSO for JSM Customers using Google Apps 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: Set Up Google Apps/GSuite as Identity Provider

Follow these steps to set up Google Apps/GSuite as an Identity Provider:

Single Sign On using Google Apps/G-Suite, Google Apps/G-Suite SSO Login

1.1 Login as Administrator

Go to Google Admin Console and log in with your G Suite administrator account.
Navigate to the Apps tab in the left menu and click on Web and mobile apps.

Web and mobile apps tab inside Google Admin Console

1.2 Add a SAML app

Click on the Add App, then select Add Custom SAML app from the dropdown to create a new SAML app.

Option to add a custom SAML app in Google Admin Console

Enter the details for your custom SAML app and click Continue.

App details tab inside the Add Custom SAML app wizard

1.3 IDP Information

On the next screen, click on Download Metadata to retrieve data needed to configure your Service Provider.

Alternatively, you can copy GSuite details like SSO URL, Entity ID and Certificate to configure the Service Provider manually.

Google Admin Console details to configure the Service Provider manually

Click Continue once you’re done.

1.4 Service Provider Details

Enter details from the Service Provider Metadata tab in the SAML SP plugin.

ACS URL	Copy and paste the ACS URL from the plugin.
Entity ID	Copy and paste the SP Entity ID/ Issuer from the plugin.
Signed Response	Check Signed Response ✓
Name ID Format	EMAIL

Click Continue once you’re done entering the details.

Google Apps SSO Login, Service provider details

Single Sign On into Google Apps/G-Suite, Google Apps/G-Suite SSO Login

1.5 Attribute Mapping

Click on Add Mapping to add and select user fields in Google Directory.

Provision for attribute mapping in Google Admin Console

Next, map them to Service Provider attributes and click Finish once done.

Google Admin Console user and group attribute mapping options

1.6 Turn On SSO

Go to SAML Apps again and click on OFF for everyone .

Then, select ON for everyone to activate SSO.

SAML App's service status with ON for everyone option enabled

Note: After activating SSO, you can specify which users it applies to. For instance, if you choose organizational units, all users within that unit will be required to use SSO to access G Suite Apps. Likewise, you can choose to enforce SSO for specific groups or all users in the account.

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.