SAML SSO for JSM Customers using Shibboleth2 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 Shibboleth2 as Identity Provider

  • In conf/relying-party.xml, configure Service Provider like this
    • <MetadataProviderxsi:type="InlineMetadataProvider" xmlns="urn:mace:shibboleth:2.0:metadata" id="MyInlineMetadata">
      <EntitiesDescriptorxmlns="urn:oasis:names:tc:SAML:2.0:metadata">
        <md:EntityDescriptorxmlns:md="urn:oasis:names:tc:SAML:2.0:metadata" entityID="<ENTITY_ID_FROM_PLUGIN>">
          <md:SPSSODescriptorAuthnRequestsSigned="false" WantAssertionsSigned="true" protocolSupportEnumeration=
              "urn:oasis:names:tc:SAML:2.0:protocol">
            <urn:oasis:names:tc:SAML:1.1:nameidformat:emailAddress</md:NameIDFormat>
            <md:AssertionConsumerService Binding="urn:oasis:names:tc:SAML:2.0:bindings:https-POST"
              Location="<ACS_URL_FROM_PLUGIN>" index="1"/>
          </md:SPSSODescriptor>
        </md:EntityDescriptor>
      </EntitiesDescriptor>
    </MetadataProvider>


  • Make sure your Shibboleth server is sending Email Address of the user in Name ID. In attribute-resolver.xml, get the email attribute as Name ID:
    • <resolver:AttributeDefinitionxsi:type="ad:Simple" id="email" sourceAttributeID="mail">
       <resolver:Dependency ref="ldapConnector" />
       <resolver:AttributeEncoderxsi:type="enc:SAML2StringNameID" nameFormat="urn:oasis:names:tc:SAML:1.1:
        nameid-format:emailAddress"/>
    </resolver:AttributeDefinition>

  • In attribute-filter.xml, release the email attribute:
    • <afp:AttributeFilterPolicy id="releaseTransientIdToAnyone">
    <afp:PolicyRequirementRulexsi:type="basic:ANY"/>
      <afp:AttributeRuleattributeID="email">
        <afp:PermitValueRulexsi:type="basic:ANY"/>
      </afp:AttributeRule>
    </afp:AttributeFilterPolicy>

  • Restart the Shibboleth server.
  • You need to configure these endpoints in miniOrange plugin.
    • IDP Entity ID https://<your_domain>/idp/shibboleth
    Single Login URL https://<your_domain>/idp/profile/SAML2/Redirect/SSO
    X.509 Certificate The public key certificate of your Shibboleth server

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

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