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If this is a problem for your users, you can mitigate it by enabling "Remember My Login" (RML) in Kantega Single Sign-on. This will make Jira remember all SSO users in the same way as if they had checked "Remember my login" during regular username and password authentication. Jira has a 5 hour session timeout by default. With RML enabled, users effectively stay logged in for two weeks by default, making session timeouts a far more rare occurrence. The caveat is that users now only need to check in with the IDP/SSO once every two weeks or so. You should consider if this is acceptable before deciding to enable RML for SSO. It may be a non-issue, but if your access control strategy relies heavily on the IDP allowing access at login-time, you probably do not want to enable RML for your SSO users.
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Knowledge base
By integrating Jira Service Desk and Confluence, the customer portal can automatically provide links to relevant knowledge base content in Confluence. This allows users to troubleshoot and potentially solve the issue on their own, or at least to further refine the ticket.
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