TicketLog
  • Welcome to TicketLog
  • Documentation
    • Users guide
    • Moderators guide
    • Administrators guide
      • Service desk settings
      • User settings
      • Azure DevOps settings
      • Forms & fields
      • Customization settings
      • Custom domain settings
      • Notification settings
    • Azure DevOps extension
    • Data & security
  • Guides
    • How to chart user activity
  • How to sign-in with SSO
  • Troubleshooting
    • Authorizing Azure DevOps
    • Integration with Azure DevOps
    • SSO issues
  • Release Notes
    • 2025.06.09: Landing page
    • 2025.05.21: Single Sign On (SSO)
    • 2025.04.30: Sharing a ticket
    • 2024.11.07: Parameter values
    • 2024.06.21: Extension upate
    • 2024.06.10: Multi-forms
    • 2024.06.06: Remove ticket
    • 2024.05.09: Accepted domains
    • 2023.12.09: Timezones
    • 2023.11.02: Custom fields
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  1. Troubleshooting

SSO issues

PreviousIntegration with Azure DevOpsNext2025.06.09: Landing page

Last updated 8 days ago

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This page is a work in progress while we attend to reported issues with Single Sign On.

If you have issues with users unable to sign up or sign in with SSO, please first check the following:

  • SSO is only possible on a custom domain, not on the *.ticket-log.com/<deskID> domain.

  • Check that the user is added to the Application in your Entra configuration.

  • Important: Check that the user in Entra has the 'Email' field specified correctly.

Most issues with SSO are caused by either multiple active Microsoft logins (for example, a work and personal account), or caching issues with the browser.

Try the following solutions:

  1. Visit and sign out of the current account. Repeat this until all accounts are signed out.

  2. Force a full refresh of TicketLog, by pressing CTRL+R while on the service desk home page.

  3. Open Developer Tools in your browser (press F12), select the network tab, and enable Disable Cache mode. Try signing in again while the Developer Tools are open.

myaccount.microsoft.com