SSO issues can be frustrating, especially when some people can log in and others cannot. One important thing to remember: there are at least two possible sources of the problem—the Vanilla platform and your identity provider (IdP). Before opening a ticket, gather these four details:
- Who is affected? Is it one user, a group of users, or everyone?
- What exactly happens? Include the full error message, the page URL, and the approximate time it occurred.
- What changed recently? Note any updates to your identity provider, certificate, SSO settings, or user permissions.
- Where does it happen? Tell us whether the issue occurs in staging, production, or both—and which browser was being used.
These details help quickly separate a user-specific issue from a broader configuration or platform issue. And if you are reporting a password-reset problem, remember to confirm where passwords are managed: in your identity provider or in Vanilla.
Finally, screenshots are worth a thousand words. Screenshots that include the address bar are worth a million. A short video showing the steps and the result? That will earn you karma in the afterlife. 😇
A few extra details at the start can save a lot of back-and-forth later. 🍦
For more guidance, see Support - The Success Community and How to Create a Case in Support Center.
