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Microsoft Entra ID SSO configuration for Attributes & Claims if UPN and User email does not match exactly in SolarWinds Service Desk
This documentation tackles the needed changes under the SAML configuration under Attributes & Claims if the User Principal Name and User Email Address does not exactly match for the User profile.
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Overview
In instances where the User Principal Name and User Email Address does not exactly match for the User it is imperative that we make adjustments on the Attributes & Claims for your user to be able to login and Authenticate via the Azure SSO login option for Service Desk. This is specifically mentioned under the Step 4: Verify Attributes & Claims Accuracy of the Microsoft Entra ID SSO configuration documentation.
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Microsoft Entra ID SSO configuration for Attributes and Claims has its default values and mainly the Required Claim name value for Unique User Identifier (Name ID) is set to user.userprincipalname (or UPN). This generally works if your Users do have matching UPN and Email Addresses.
In cases where the two does not exactly match we recommend setting the value for Unique User Identifier (Name ID) to user.mail.
This will ensure that when the user logs in via Entra/Azure SSO into Service Desk, Entra/Azure will be able to authenticate the login request via the correct active email registered for the user in Service Desk.