Jira Align SSO error "Unable to find user"

Summary

When trying to login to Jira Align using SSO Azure IDP sign-in URL, you see the following error message:

"Unable to find user"

Environment

Jira Align Cloud

Solution

• Check the 'NameID lookup By' field in Jira Align settings 'SAML 2.0 Identity Providers' to make sure it matches with the Azure IDP

  • Ensure the SAML Provider's SSO configuration within Jira Align is set to the correct NameID lookup (Email or External ID) and the IdP is configured to send the matching NameID value.

  • In the Jira Align instance, Jira Align > Administration > Platform > Security> SAML 2.0 Identity Providers,  the 'NameID lookup By' field is set to use 'Email'

• On the Azure IDP side, under Properties > User Attributes & claims > Unique User Identifier: 

  • Used 'Source attribute' as 'user.mail'

  • 'Name identifier format' as 'Email address'

  • After the above, when user tested with Sign In URL directly via a browser and used the Jira Align email address to log in via the Microsoft Azure IDP, user was successfully able to log in to Jira Align