Hello All,

I am facing a very strange issue with my present ServiceDesk setup.

I have 2 different instances of ServiceDesk installed and both are being updated to latest releases simultaneously.

I faced this strange issue with my one of the ServiceDesk instance when I tried to update it to 11138 version from 11137. The SAML setup broke and SDP application started showing the Local Authentication page.

The other instance got updated to 11138 without any trouble.

I receive Error Code 8 ( SAML response not received from Idp) which I am sure not the case as I have not made any changes on Azure AD end.

Another observation, when I type the Server URL (https://helpdesk.xyz.com) it redirects me to Idp Login URL that is something like : https://login.microsoftonline.com/(Azure instance ID) then the full authentication process is completed and then it again redirects the user to https://helpdesk.xyz.com/# instead of https://helpdesk.xyz.com/HomePage.do and user will again reach to Local Authentication page.

I have tried many troubleshooting methods that I will write down for reference.

1) Simple backup restore method.  (Failed)

a) Took full Backup of 11137

b) installed fresh 11137 in the same directory.

c) restored the backup

2) Disabled SAML and again reconfigured it between SDP and Azure AD.(Failed)

a) As I have mentioned earlier, I have 2 setups of SDP for different departments but SAML integration is identical so there was no problem or mistake made at the time of reconfiguration.

3) Disalbe SAML: Backup and Restore (Failed)

a) I disabled the SAML in 11137

b) Took Backup

c) Installed fresh version of 11137

d) restored backup

e) re-enabled SAML

I urge everyone and anyone who could please come up with some help or ideas to fix this issue.

Thanking you all in anticipation.

Regards,

Makarand Maha.