ServiceAide Cloud Service Management

Before You Begin

Introduction

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

About ServiceAide Cloud Service Management

ServiceAide Cloud Service Management is a world-class service management solution with user-friendly, flexible Information Technology (IT) Service Management, IT Service Desk Software, and Cloud Service Management (CSM) to raise your IT efficiency. ServiceAide Cloud Service Management is a simple and affordable service management suite with artificial intelligence.

After integrating ServiceAide Cloud Service Management with Oracle Identity Cloud Service:

  • Users can access ServiceAide Cloud Service Management using their Oracle Identity Cloud Service login credentials.
  • Users can start ServiceAide Cloud Service Management using the Oracle Identity Cloud Service My Apps console.
  • Admins can assign and revoke user access to the ServiceAide Cloud Service Management 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).
  • A ServiceAide Cloud Service Management account with authorization rights to configure federated authentication.
  • Ensure that the email ID of each user in ServiceAide Cloud Service Management matches the primary email ID of the Oracle Identity Cloud Service account.

Configuring the ServiceAide Cloud Service Management App in Oracle Identity Cloud Service

Use this section to register and activate the ServiceAide Cloud Service Management app, and then assign users to the app.

Prerequisite Step

An application instance value is required before you can register and activate the ServiceAide Cloud Service Management app. You obtain that application instance from ServiceAide Cloud Service Management.

The ServiceAide Cloud Service Management application instance appears in the ServiceAide Cloud Service Management home URL: https://<Application_Instance>.serviceaide.com.

You need to enter the same domain name value in the "Registering and Activating the ServiceAide Cloud Service Management App" and "Configuring SSO for ServiceAide Cloud Service Management" section.

Registering and Activating the ServiceAide Cloud Service Management App

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

  2. Click App Catalog.

  3. Search for ServiceAide Cloud Service Management, click Add, and then click Next.

  4. In the App Details section, enter your ServiceAide Cloud Service Management Domain Name, Application Instance, and then click Next.

    Note: This is the domain name that you need to enter in the Authorization Domain in the "Configuring SSO for ServiceAide Cloud Service Management" section. This is the application instance that you obtained in the "Prerequisite Step" section.

  5. Click Download Identity Provider Metadata.

    Tip: Use this file later during the ServiceAide Cloud Service Management configuration in the "Configuring SSO for ServiceAide Cloud Service Management" section.

  6. Click Download Signing Certificate. ServiceAide Cloud Service Management expects the certificate file to have a line break after column 64. However, certificate downloaded from Oracle Identity Cloud Service does not have a line break after column 64.

  7. Use Linux/Unix fold -w 64 -s Certificate_filename.pem > Folded-Cert_filename.pem command to insert line break after column 64.

    Tip: Use this updated certificate file later during the ServiceAide Cloud Service Management configuration in the "Configuring SSO for ServiceAide Cloud Service Management" section.

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

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

Assigning Users to the ServiceAide Cloud Service Management App

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

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

Configuring SSO for ServiceAide Cloud Service Management

  1. Access ServiceAide Cloud Service Management as an administrator using the URL: https://<Application_Instance>.serviceaide.com. The ServiceAide Cloud Service Management home page appears.

  2. Click MANAGE, and then click Tools.

  3. Click Slice Configuration, and then click Single Sign On.

  4. Click the + (Add) icon, use the table to update the attributes, and then click the save icon.

    This table lists the mandatory federated authentication attributes that you must set to complete the SSO configuration.
    Attribute Settings
    Authorization Domain Enter your authorization domain name.
    Identity Provider Login URL Enter the SSO Login URL: https://<IDCS-Service-Instance>.identity.oraclecloud.com/fed/v1/idp/sso.
    Redirect to URL on Logout Enter the https://<Application_Instance>.serviceaide.com.
    Identity Provider Certificate Copy the certificate contents from the file that you created while performing the steps in the "Registering and Activating the ServiceAide Cloud Service Management App" section, and paste into the certificate box.

Verifying the Integration

Use this section to verify that SSO works when initiated from Oracle Identity Cloud Service (IdP 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 ServiceAide Cloud Service Management app. Oracle Identity Cloud Service displays a shortcut to ServiceAide Cloud Service Management under My Apps.

  3. Click ServiceAide Cloud Service Management. The ServiceAide Cloud Service Management home page appears.

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

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

Troubleshooting

Use this section to locate solutions to common integration issues.

Known Issues

ServiceAide Cloud Service Management displays the message, "Failed to authenticate user due to invalid single-on token."

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

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

Oracle Identity Cloud Service displays the message, “You are not authorized to access the app. Contact your system administrator."

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

Solution:

  • Access the Oracle Identity Cloud Service administration console, select Applications, and then ServiceAide Cloud Service Management.
  • 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 ServiceAide Cloud Service Management app using Oracle Identity Cloud Service.

Solution:

  • Access the Oracle Identity Cloud Service administration console, select Applications, and then select ServiceAide Cloud Service Management.
  • 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.