Tutorial: Azure Active Directory integration with Freshservice
In this tutorial, you learn how to integrate Freshservice with Azure Active Directory (Azure AD).
Integrating Freshservice with Azure AD provides you with the following benefits:
- You can control in Azure AD who has access to Freshservice
- You can enable your users to automatically get signed-on to Freshservice (Single Sign-On) with their Azure AD accounts
- You can manage your accounts in one central location - the Azure portal
If you want to know more details about SaaS app integration with Azure AD, see what is application access and single sign-on with Azure Active Directory.
To configure Azure AD integration with Freshservice, you need the following items:
- An Azure AD subscription
- A Freshservice single-sign on enabled subscription
To test the steps in this tutorial, we do not recommend using a production environment.
To test the steps in this tutorial, you should follow these recommendations:
- Do not use your production environment, unless it is necessary.
- If you don't have an Azure AD trial environment, you can get a one-month trial here.
In this tutorial, you test Azure AD single sign-on in a test environment. The scenario outlined in this tutorial consists of two main building blocks:
- Adding Freshservice from the gallery
- Configuring and testing Azure AD single sign-on
Adding Freshservice from the gallery
To configure the integration of Freshservice into Azure AD, you need to add Freshservice from the gallery to your list of managed SaaS apps.
To add Freshservice from the gallery, perform the following steps:
In the Azure portal, on the left navigation panel, click Azure Active Directory icon.
Navigate to Enterprise applications. Then go to All applications.
To add new application, click New application button on the top of dialog.
In the search box, type Freshservice.
In the results panel, select Freshservice, and then click Add button to add the application.
Configuring and testing Azure AD single sign-on
In this section, you configure and test Azure AD single sign-on with Freshservice based on a test user called "Britta Simon".
For single sign-on to work, Azure AD needs to know what the counterpart user in Freshservice is to a user in Azure AD. In other words, a link relationship between an Azure AD user and the related user in Freshservice needs to be established.
In Freshservice, assign the value of the user name in Azure AD as the value of the Username to establish the link relationship.
To configure and test Azure AD single sign-on with Freshservice, you need to complete the following building blocks:
- Configuring Azure AD Single Sign-On - to enable your users to use this feature.
- Creating an Azure AD test user - to test Azure AD single sign-on with Britta Simon.
- Creating a Freshservice test user - to have a counterpart of Britta Simon in Freshservice that is linked to the Azure AD representation of user.
- Assigning the Azure AD test user - to enable Britta Simon to use Azure AD single sign-on.
- Testing Single Sign-On - to verify whether the configuration works.
Configuring Azure AD single sign-on
In this section, you enable Azure AD single sign-on in the Azure portal and configure single sign-on in your Freshservice application.
To configure Azure AD single sign-on with Freshservice, perform the following steps:
In the Azure portal, on the Freshservice application integration page, click Single sign-on.
On the Single sign-on dialog, select Mode as SAML-based Sign-on to enable single sign-on.
On the Freshservice Domain and URLs section, perform the following steps:
a. In the Sign-on URL textbox, type a URL using the following pattern:
b. In the Identifier textbox, type a URL using the following pattern:
These values are not real. Update these values with the actual Sign-On URL and Identifier. Contact Freshservice Client support team to get these values.
On the SAML Signing Certificate section, copy THUMBPRINT value of certificate.
Click Save button.
On the Freshservice Configuration section, click Configure Freshservice to open Configure sign-on window. Copy the Sign-Out URL, and SAML Single Sign-On Service URL from the Quick Reference section.
In a different web browser window, log in to your Freshservice company site as an administrator.
In the menu on the top, click Admin.
In the Customer Portal, click Security.
In the Security section, perform the following steps:
a. Switch Single Sign On.
b. Select SAML SSO.
c. In the SAML Login URL textbox, paste the value of SAML Single Sign-On Service URL, which you have copied from Azure portal.
d. In the Logout URL textbox, paste the value of Sign-Out URL, which you have copied from Azure portal.
e. In Security Certificate Fingerprint textbox, paste the THUMBPRINT value of certificate, which you have copied from Azure portal.
f. Click Save
Creating an Azure AD test user
The objective of this section is to create a test user in the Azure portal called Britta Simon.
To create a test user in Azure AD, perform the following steps:
In the Azure portal, on the left navigation pane, click Azure Active Directory icon.
To display the list of users, go to Users and groups and click All users.
To open the User dialog, click Add on the top of the dialog.
On the User dialog page, perform the following steps:
a. In the Name textbox, type BrittaSimon.
b. In the User name textbox, type the email address of BrittaSimon.
c. Select Show Password and write down the value of the Password.
d. Click Create.
Creating a Freshservice test user
To enable Azure AD users to log in to FreshService, they must be provisioned into FreshService. In the case of FreshService, provisioning is a manual task.
To provision a user account, perform the following steps:
Log in to your FreshService company site as an administrator.
In the menu on the top, click Admin.
In the User Management section, click Requesters.
Click New Requester.
In the New Requester section, perform the following steps:
a. Enter the First Name and Email attributes of a valid Azure Active Directory account you want to provision into the related textboxes.
b. Click Save.
The Azure Active Directory account holder gets an email including a link to confirm the account before it becomes active
You can use any other FreshService user account creation tools or APIs provided by FreshService to provision AAD user accounts.
To assign Britta Simon to Freshservice, perform the following steps:
In the Azure portal, open the applications view, and then navigate to the directory view and go to Enterprise applications then click All applications.
In the applications list, select Freshservice.
In the menu on the left, click Users and groups.
Click Add button. Then select Users and groups on Add Assignment dialog.
On Users and groups dialog, select Britta Simon in the Users list.
Click Select button on Users and groups dialog.
Click Assign button on Add Assignment dialog.
Testing single sign-on
The objective of this section is to test your Azure AD single sign-on configuration using the Access Panel.
When you click the Freshservice tile in the Access Panel, you should get automatically signed-on to your Freshservice application.