Dear community,

I have a customer who enabled the MSP Multitenant. They have now 2 Freshservice instances linked to each other. In order to stablish the SSO to instance level, it has to be done with Custom Policies and using the dedicated AAD for each one. After this is setup, the users which were using normal login (because they don’t exist in AAD) they were able to login. After the custom policies setup, they are not able to login anymore with normal login. Create them as guest user in AAD is not an option in this case.

The error they get says: “Selected user account does not exist in tenant 'AAA' and cannot access the application 'https://servicedesk.myfreshworks.com/sp/SAML/519580351654507625/metadata' in that tenant. The account needs to be added as an external user in the tenant first. Please use a different account.”

Is there another way that we can configure the systems to enable again normal login, without deactivating SSO for some users?