Issue Summary

• When using IDP-initiated SSO with a RelayState URL containing a project ID (e.g., /helpcenter/{portal_id}{}), the portal ID is case sensitive.

• Eventhough the relay state is set to correct uppercase In the customer’s IDP configuration, the ID appears in lowercase while redirecting after authentication, which breaks the flow and users are seeing an error below

Steps to Reproduce

1. Configure SAML SSO with an IdP for Jira Service Management.

1. Set the RelayState to a help center URL with an uppercase portal ID (e.g., https://<site-baseurl>/helpcenter/XYZ).

1. Initiate login from the IdP (IDP-initiated SSO).

1. Observe the SSO flow and the resulting URL

1. The redirected url wil be https://<site-baseurl>/helpcenter/xyz

Expected Results

• The RelayState portal ID should retain its original case throughout the SSO flow.

• Users should be redirected to the correct help center portal page without errors.

Actual Results

• The SAML endpoint (customer/login/saml/start) returns a redirectUrl where the portal ID has been converted to lowercase (e.g., xyz instead of XYZ).

• The user is redirected to a help center URL with a lowercase portal ID, resulting in an error page.

Workaround

No Workaround