Multi-Factor Authentication options missing from navigation

[sarahthompson]

Hi all, 

We are currently trying to implement MFA on our ServiceNow Instance, but when I search for it in all sidebar as an admin it is not there, I have tried enabling it through the system properties but nothing shows up.

I have tried Reloging, Clearing cache, Security Admin, a different web browser and repairing the integration - multi-factor authentication plugin.

Any help would be greatly appreciated.

Kind Regards
Sarah

[Paul Curwen]

OOTB the application menu is restricted to the admin role, presume you have the admin role? 

Check the plugin: com.snc.integration.multifactor.authentication is installed and is the latest version. 

If so, can you check if this System Property exists: glide.authenticate.multifactor

This is the main switch on property for MFA (true/false) and if it exists it would tell me that you at least have MFA installed. 

[sarahthompson]

Yeah, I have tried two different admin accounts and an admin account that has been elevated to security admin.

[sarahthompson]

Hi Paul,

Yes we have glide.authenticate.multifactor and it is set to true 

I have tried repairing the plugin as well

[Paul Curwen]

Hi Sarah, This is a really strange one, I would place a call with ServiceNow Support at this point. Hope they sort it out for you quickly. Please post any solution they provide on here, I am interested in the cause as I have never seen this before.