run_613c6c974fa16c66

input

{
  "request": "Triage Jira ticket SREIN-1695: PagerDuty: New user can't join Pagerduty through the invite",
  "references": [
    "https://mozilla-hub.atlassian.net/browse/SREIN-1695"
  ],
  "sourceContext": {
    "issue": "SREIN-1695"
  }
}

summary

SREIN-1695 reports that a new user (Berlin Receptionist, berreceptionist@mozilla.com) cannot join PagerDuty via an SSO-gated invite. The user is prompted to log in with SSO but hits an error after authentication, despite having an active LDAP account, working Auth0 SSO access to other apps (Slack, Gmail), and no signs of being blocked. Critically, the user does not see a PagerDuty tile on their SSO Dashboard, strongly suggesting the user was never actually granted/assigned the PagerDuty application entitlement in the SSO/Auth0 configuration (e.g., not added to the correct LDAP/Auth0 group or PagerDuty-specific access group), rather than a browser/cookie/cache issue. The ticket has no comments yet and is sitting in Backlog with no triage response.

findings

• User authentication itself is not broken - the reporter's account can log into SSO Dashboard and successfully access other SSO-integrated apps (Slack, Gmail), ruling out a broad LDAP/Auth0/account-level outage or lockout.
• The PagerDuty tile is missing entirely from the user's SSO Dashboard, which is the strongest signal in the ticket. This points to an entitlement/assignment issue (user not added to the group/role that grants PagerDuty SSO access) rather than a caching, cookie, or browser problem.
• The reporter already performed standard client-side troubleshooting (clearing cookies/site data for PagerDuty and Auth0, trying a different Firefox container, trying a private window) with no change in outcome, which further supports that this is a server-side/config/provisioning issue rather than a local browser problem.
• The description does not include the actual error message/screenshot text shown after SSO login, and there is no ticket priority, PagerDuty invite timestamp, or attachment referenced - engineers will need this detail (exact error text, screenshot, timestamp of invite, and PagerDuty account/team the user was invited to) to diagnose whether this is a SAML assertion mismatch, missing user provisioning in PagerDuty, or an Auth0 rule/action failure.
• No linked runbook or Confluence design doc is referenced in the ticket, so standard SSO/PagerDuty provisioning documentation was not consulted or cited by the reporter; the assigned engineer should check internal runbooks for PagerDuty SSO/Auth0 app assignment before user re-creation.

proposed actions

tool calls

[
  {
    "capability": "jira.issue.read",
    "args": {
      "key": "SREIN-1695"
    },
    "result": {
      "key": "SREIN-1695",
      "summary": "PagerDuty: New user can't join Pagerduty through the invite",
      "status": "Backlog",
      "description_text": "Users: Berlin Receptionist -  berreceptionist@mozilla.com  When the receptionist tried to accept the invite and join - they get prompted to login with SSO and then the below error appears:  I removed the cookies and site data for Pagerduty, auth0 and still get the same error. Tried it in a different Firefox container tab, tried in private window but it keeps showing the same error. Their LDAP account is active, auth0 is not blocked and they can login & access SSO Dashboard and apps such as Slack, Gmail etc. I also do not see PagerDuty tile on their SSO Dashboard. What could be going wrong here? Would deleting this user & creating again help?    Thank you for your assistance.",
      "comment_count": 0,
      "comments": []
    }
  }
]

log