TOPdesk

Before You Begin

Introduction

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

About TOPdesk

TOPdesk provides a solution that helps you improve customer communication, manage workflows, and keep track of assets.

After integrating TOPdesk with Oracle Identity Cloud Service:

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

Prerequisite Steps

A domain name and a sign in ID are required before you can register and activate the TOPdesk app. You obtain the sign in ID while performing steps in "Configuring SSO and Obtaining Sign In ID for TOPdesk" section.

The TOPdesk domain name appears in the TOPdesk home URL: https://<Domain_Name>.topdesk.net.

The Oracle Identity Provider Metadata is required before you can configure SSO for TOPdesk app. You obtain this metadata from metadata URL: https://<IDCS-Service-Instance>.identity.oraclecloud.com/fed/v1/metadata.

Configuring SSO and Obtaining Sign In ID for TOPdesk

  1. Access TOPdesk using the URL: https://<Domain_Name>.topdesk.net, click Operator Login, and then click Log in manually.

  2. Log in as an administrator. The TOPdesk home page appears.

  3. In the upper-left corner, click the menu icon, and then click Settings.

  4. On the System Settings page, click Login Settings under Functional Settings.

  5. On the Login Settings page, click General.

  6. Click Add configuration, under SAML Login.

  7. Select Upload as file, click Browse, and then upload Federation metadata that you downloaded while performing the Prerequisite Steps. See the "Prerequisite Steps" section.

    Attribute Settings
    Entity ID Select the URL from the drop-down list.
    User name attribute Enter 'username'.
    Logout URL Remove the URL and keep it blank.

  8. Click Generate key pair.

  9. Enter your display name in the Display Name field, and then click Save.

    Note: After you enter the display name, it will appears in the SAML Login table.

  10. Select your display name under SAML login, and then click Download.

    The TOPdesk sign in ID appears in the entityID URL in the TOPdesk metadata file: https://<Domain_Name>.topdesk.net/saml-metadata/<Sign_In_ID>. Use this sign in ID later in "Registering and Activating the TOPdesk App" section.

Configuring the TOPdesk App in Oracle Identity Cloud Service

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

Registering and Activating the TOPdesk App

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

  2. Click App Catalog.

  3. Search for TOPdesk, and then click Add.

  4. In the App Details section, enter your TOPdesk Domain Name, Sign In ID, and then click Next.

    Note:

    • You obtained the domain name while performing the steps in the "Prerequisite Step" section.
    • You obtained the sign in ID while performing the steps in the "Configuring SSO and Obtaining Sign In ID for TOPdesk" section.

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

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

Assigning Users to the TOPdesk App

  1. On the TOPdesk 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 TOPdesk, and then click OK. Oracle Identity Cloud Service displays a confirmation message stating that the TOPdesk app is assigned to the users that you selected.

Verifying the Integration

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

  3. Click TOPdesk. The TOPdesk home page appears.

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

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

Verifying Service Provider Initiated SSO from TOPdesk

  1. Access TOPdesk using the URL: https://<Domain_Name>.topdesk.net, and then click Use Self-Service Portal.

  2. Click your display name. You are redirected to the Oracle Identity Cloud Service login page.

    Tip: For display name, see the "Configuring SSO for TOPdesk" section.

  3. Log in using credentials for a user that is assigned to the TOPdesk app. The TOPdesk home page appears.

  4. In the upper-right corner, confirm that the user that is logged in is the same for both TOPdesk and Oracle Identity Cloud Service.

    This confirms that SSO that is initiated from TOPdesk works.

Troubleshooting

Use this section to locate solutions to common integration issues.

Known Issues

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 TOPdesk app and TOPdesk is deactivated.

Solution:

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

Solution:

  • Access the Oracle Identity Cloud Service administration console, select Applications, and then select TOPdesk.
  • In the App Details section, select Users, and then click Assign to re-assign the user.
TOPdesk displays the message, “Automatic login failed."

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

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

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.