SSO for JSM Customers

The login succeeded, but the customer is not allowed into that portal. Check the following two settings in order.

Cause 1: Portal Access Mapping in the app. If the project type is set to Private and the customer is not in a mapped Organization or IdP group, they are blocked.

1. Open the JSM SSO app.
2. Go to the Portal Access Mapping tab.
3. Change the project type, or map the customer's Organization or IdP group to the portal.

Cause 2: Customer permissions in the project. This applies when no mapping is configured under Portal Access Mapping in the app and the project access remains on the default setting. In this case, the customer needs to be given access to the project from Jira.

• Go to Project settings.
• Navigate to Access > People and access.
• Click Add people.
• Select the Service Desk Customers role.
• Add the required customer.

If you cannot make changes on the Jira side, you can make the portal public from the app instead:

1. Open the JSM SSO app.
2. Go to the Portal Access Mapping tab.
3. Change the project type of the affected project to Public.
4. Click Save.