Authentication options for Service Desk Customers

[Mikael Witt]

As a security company, the access to customer data in Service Desk data is a major concern for us and our customers. To enhance security we would like to be able to add 2FA for all customers, possibly using google authenticator or other options.

Is this possible and if so, how would this be done?

Best regards

/Micke

[Vikas Nare]

Hello there,

I hope all is well on your end.

Yes, you can use the Google Authenticator application to enhance the login security. 

To achieve this you need to use 3rd party apps available on the marketplace. There multiple 2FA plugins available on the Atlassian Marketplace which support 2FA with Google Authenticator but not all plugins support 2FA for Service Desk.

Here is one of the plugins that support Google Authenticator as a 2FA method for the Jira Service Desk users.

https://marketplace.atlassian.com/apps/1221260/two-factor-authentication-2fa-for-jira?hosting=server&tab=overview

The plugin also supports several 2FA methods such as Security Question, OTP Over Email & Backup Code that you can use in the case of an emergency login.

Also, it would be better if you can raise a support ticket to the vendor for faster resolution. They will help you out to configure the plugin.

Again, if you are using the miniOrange, you can raise a ticket from the link given below.

miniOrange Support:- https://miniorange.atlassian.net/servicedesk/customer/portal/2

PS: I work for miniOrange one of the top SSO & 2FA/MFA vendors on the Atlassian Marketplace.

[Petter Gonçalves]

Hello Mikael,

It is possible to add 2FA protection for all customers that are currently using an Atlassian Account to login in your portal, which you don't need to necessarily add a license to.

There are two ways to add an Atlassian Account for your customers:

- Ask them to navigate to https://id.atlassian.com/signup and create an Atlassian Account

or

- Migrate all your customers to Atlassian Account:

1. Go to your site's Administration at admin.atlassian.com:
   • If you're an admin for one site, you'll land on the Users page of your site.
   • If you're an admin for multiple sites or an organization admin, click a site's name and URL to open the Administration for that site.
2. Click Jira Service Desk.
3. From the customer you want to migrate, select Migrate to Atlassian account from the More options dropdown.

You can have more details about the information provided in the documentation below:

- Manage Jira Service Desk customer accounts

To add the 2FA protection, you can check the documentation below:

- Enforced two-step verification

Let me know if this information helps.

[Mikael Witt]

Ok, so this would be possible if we run the cloud service, but there is no option if we run our own instance of Service Desk?

[Petter Gonçalves]

Hello @Mikael Witt

Sorry for the late response.

For Jira Server, you can use the following free app to properly configure the 2FA authentication:

- JIRA Two-Factor Authentication (2FA)

Let me know if this information helps.