iCasework UsefulFeedback

Before You Begin

Introduction

This document describes how to configure Oracle Identity Cloud Service to provide Single Sign-On (SSO) for iCasework UsefulFeedback using SAML.

About iCasework UsefulFeedback

The iCasework UsefulFeedback case management solutions combine the knowledge and skills of experts in case management and software design to enhance the efficiency of businesses.

After integrating iCasework UsefulFeedback with Oracle Identity Cloud Service:

  • Users can access iCasework UsefulFeedback using their Oracle Identity Cloud Service login credentials.
  • Users can start iCasework UsefulFeedback using the Oracle Identity Cloud Service My Apps console.
  • Admins can assign and revoke user access to the iCasework UsefulFeedback app using the Oracle Identity Cloud Service administration console.

What Do You Need?

  • An Oracle Identity Cloud Service account with authorization rights to manage apps and users (Identity Domain Administrator or Application Administrator).
  • An iCasework UsefulFeedback account with authorization rights to configure federated authentication.
  • Ensure that the email ID of each user in iCasework UsefulFeedback matches the primary email ID of the Oracle Identity Cloud Service account.

Configuring the iCasework UsefulFeedback App in Oracle Identity Cloud Service

Use this section to register and activate the iCasework UsefulFeedback app, and then assign users to the app.

Prerequisite Step

An entity ID, an assertion consumer URL, and a subdomain are required before you can register and activate the iCasework UsefulFeedback app. You obtain these values from iCasework UsefulFeedback.

The subdomain appears in the iCasework UsefulFeedback home URL: https://<subdomain>.icasework.com/.

Registering and Activating the iCasework UsefulFeedback App

  1. Access the Oracle Identity Cloud Service administration console, select Applications, and then click Add.

  2. Click App Catalog.

  3. Search for iCasework UsefulFeedback, click Add, and then click Next.

  4. In the General section, enter your iCasework UsefulFeedback Entity ID, and Assertion Consumer URL.

    Note: These are the values that you obtained while performing the steps in the "Prerequisite Step" section.

  5. Click Download Signing Certificate.

    Tip: Use this certificate file later during the iCasework UsefulFeedback configuration in the "Configuring SSO for iCasework UsefulFeedback" section.

  6. Click Finish. Oracle Identity Cloud Service displays a confirmation message.

  7. Click Activate, and then click Activate Application. Oracle Identity Cloud Service displays a confirmation message.

Assigning Users to the iCasework UsefulFeedback App

  1. On the iCasework UsefulFeedback app page in Oracle Identity Cloud Service, select Users, and then click Assign. The Assign Users window appears.

  2. Select users that you want to assign to iCasework UsefulFeedback, and then click OK. Oracle Identity Cloud Service displays a confirmation message stating that the iCasework UsefulFeedback app is assigned to the users that you selected.

Configuring SSO for iCasework UsefulFeedback

  1. Access iCasework UsefulFeedback as an administrator using the URL: https://<subdomain>.icasework.com/. The iCasework UsefulFeedback home page appears.

  2. Click Manage cases drop-down list, and then select Configuration.

  3. In the upper-right corner, click General settings drop-down list, and then select Caseworker settings.

  4. In the Authentication method field, select SAML from the drop-down list, and then click Next.

  5. In the SAML provider URL field, enter the SAML provider URL: https://<IDCS-Service-Instance>.identity.oraclecloud.com/fed/v1/idp/sso.

  6. In the SAML provider certificate field, paste the signing certificate that you downloaded during iCasework UsefulFeedback registration in Oracle Identity Cloud Service, and then click Next. See the "Registering and Activating the iCasework UsefulFeedback App" section.

    Note: Enabling SSO deactivates the ability to log in using the iCasework UsefulFeedback user name and password. Remain logged in to the iCasework UsefulFeedback session until you complete the next section to verify that Identity Provider initiated SSO from Oracle Identity Cloud Service works.

Verifying the Integration

Use this section to verify that SSO works when initiated from Oracle Identity Cloud Service (IdP initiated SSO) or from iCasework UsefulFeedback (SP initiated SSO).

Verifying Identity Provider Initiated SSO from Oracle Identity Cloud Service

  1. Access the Oracle Identity Cloud Service My Profile console using the URL: https://<IDCS-Service-Instance>.identity.oraclecloud.com/ui/v1/myconsole.

  2. Log in using credentials for a user that is assigned to the iCasework UsefulFeedback app. Oracle Identity Cloud Service displays a shortcut to iCasework UsefulFeedback under My Apps.

  3. Click iCasework UsefulFeedback. The iCasework UsefulFeedback home page appears.

  4. Confirm that the user that is logged in is the same for both iCasework UsefulFeedback and Oracle Identity Cloud Service.

    This confirms that SSO that is initiated from Oracle Identity Cloud Service works.

Verifying Service Provider Initiated SSO from iCasework UsefulFeedback

  1. Access iCasework UsefulFeedback using the URL: https://<subdomain>.icasework.com/. You are redirected to the Oracle Identity Cloud Service login page.

    Note: If you access iCasework UsefulFeedback app using the test environment URL, then you are redirected to the Oracle Identity Cloud Service login page. To obtain the test environment URL, contact the iCasework UsefulFeedback team.

  2. Log in using credentials for a user that is assigned to the iCasework UsefulFeedback app. The iCasework UsefulFeedback home page appears.

  3. Confirm that the user that is logged in is the same for both iCasework UsefulFeedback and Oracle Identity Cloud Service.

    This confirms that SSO that is initiated from iCasework UsefulFeedback works.

Troubleshooting

Use this section to locate solutions to common integration issues.

Known Issues

iCasework UsefulFeedback displays the message, "You are not allowed to access this page. Please contact your system administrator for any further details (access control code:SAMLProfileError)."

Cause: The email attribute sent by Oracle Identity Cloud Service during SSO doesn't match any existing user in iCasework UsefulFeedback app.

Solution: Ensure that the user that you assign to the iCasework UsefulFeedback app has an account in both Oracle Identity Cloud Service and iCasework UsefulFeedback with the same email address.

Oracle Identity Cloud Service displays the message, "You are not authorized to access the app. Contact your system administrator." or “There is a problem with your account. Please contact Support."

Cause: The SAML 2.0 integration between the Oracle Identity Cloud Service iCasework UsefulFeedback app and iCasework UsefulFeedback app is deactivated.

Solution:

  • Access the Oracle Identity Cloud Service administration console, select Applications, and then select iCasework UsefulFeedback.
  • In the App Details section, click Activate, and then click Activate Application. Oracle Identity Cloud Service displays a confirmation message.
Oracle Identity Cloud Service displays the message, "You are not authorized to access the app. Contact your system administrator."

Cause: The administrator revokes access for the user at the same time that the user tries to access the iCasework UsefulFeedback app using Oracle Identity Cloud Service.

Solution:

  • Access the Oracle Identity Cloud Service administration console, select Applications, and then select iCasework UsefulFeedback.
  • In the App Details section, select Users, and then click Assign to re-assign the user.

Unknown Issues

For unknown issues, contact Oracle Support:

  1. Go to https://support.oracle.com.

  2. Select Cloud Support, and then sign in with your support credentials.

  3. In the Cloud Dashboard, confirm that there are no planned outages in Oracle Identity Cloud Service, and then click Create Service Request.

  4. Select Oracle Identity Cloud Service as the service type.

  5. Complete your service request.