JSD Cloud - Email Requests

[Marc Deslauriers]

Hi all,

Having some issues with email requests related to Single Sign On (SSO) which I am hopeful the community can assist with. 

In our case, the domain which Identity Manager uses for SSO is different than the SMTP domain used for our email addresses.  When a valid user sends an email request to the Jira Service Desk support email address, Jira will not associate the sender’s email address with a Jira user account because the addresses will differ, and the email will not be processed. 

Context:

1. Active Directory (AD) domain name: com
2. SMTP email address: smtpdomain.com
3. Email support portal: support@smtpdomain.com

User account on AD:

• Full Name: Test Name
• User Name: testname
• User Principal Name: testname@addomain.com
• Email address: testname@smtpdomain.com

Using SSO, the user account created on Jira Service Desk:

• Full Name: Test Name
• Username: testname
• Email address: testname@addomain.com

Problems:

1. Email requests will not work because when a valid user sends an email request to support@smtpdomain.com it will appear as coming from testname@smtpdomain.com.  However, that same user will have an account in Jira with the email address testname@addomain.com .
2. Users do not have an option as “sending from” testname@addomain.com .

Please does anyone have any suggestions on how to fix?  This is a very common situation in enterprise networks where email addresses are different than user principal names on Active Directory.  There must be a simple solution I am missing?

Thanks,

Marc

[Shawn C]

Hey Marc, 

It sounds like the User Identifier value is mapped to user.userprincipalname rather than user.mail in your IdP.

If you're using Azure AD, the SAML User Identifier is defaulted to the User Principal Name and should be changed to the Email Address (user.mail).  If this is the case, take a look at Step 6 in Microsoft's KB, Tutorial: Azure Active Directory integration with Atlassian Cloud, how to change this.

-shawn

[Marc Deslauriers]

Thanks, Shawn.  Appreciate the followup.  

Unfortunately, it may not be that straight forward since SAML is used for other web services.  Making the change on the Azure side for Atlassian will disrupt other configurations or otherwise require they also be changed.

Thanks again for your help!
Marc