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SAML SSO for JSM Customers using Keycloak 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 Jboss Keycloak as Identity Provider

Single Sign On (SSO) using Keycloak Identity Provider,Keycloak SSO Login 1: Manual Configuration

In your Keycloak admin console, select the realm that you want to use.
Click on the Clients from the left nav bar.
Create a new client/application.

Configure the following:

Client ID	The SP-EntityID / Issuer from the step 1 of the plugin under Configure IDP tab.
Name	Provide a name for this client
Description	Provide a description
Enabled	ON
Consent Required	OFF
Client Protocol	SAML
Include AuthnStatement	ON
Sign Documents	ON
Optimize Redirect signing key lookup	OFF
Sign Assertions	ON
Signature Algorithm	RSA_SHA256
Encrypt Assertion	OFF
Client Signature Required	OFF
Canonicalization Method	EXCLUSIVE
Force Name ID Format	ON
Name ID Format	Email
Root URL	Leave empty or Base URL of Service Provider
Valid Redirect URIs	The ACS (Assertion Consumer Service) URL from the step 1 of the plugin under configure IDP tab.

Under Fine Grain SAML Endpoint Configuration, configure the following:

Assertion Consumer Service POST Binding URL	The ACS (Assertion Consumer Service) URL from the step 1 of the plugin under Configure IDP tab.
Logout Service Redirect Binding URL	The Single Logout URL from the step 1 of the plugin under Configure IDP tab.

Click on Save.

Single Sign On (SSO) using Keycloak Identity Provider,Keycloak SSO Login, Configure Client

Add Mappers

Add the following attributes in the Mappers tab.
Click on Add Builtin and add the following option.

Single Sign On (SSO) using Keycloak Identity Provider,Keycloak SSO Login Download IDP Metadata

Go to Realm Settings, click on SAML 2.0 Identity Provider Metadata endpoint link provided under Genaral tab.
Download it and keep it handy. It will be used to configure the plugin.

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.