Engagement Messenger in ServiceNow Customer Service Management - User authentication

Lior grinberg1
Tera Contributor

‎11-04-2023 02:01 AM

HI All,

I want to use the "Engagement Messenger" on my customer site I want your help regarding User authentication.

In the site of the customer, the contacts are login in with a local user and password. My question is what is the best way to authenticate them to service now? 

I read some articles and I saw that I have three options:

1. Digested Token
2. SAML
3. OpenID Connect

If I understand correctly the only one that is relevant for my scenario is "Digested Token".

Can you help with this issue? Is it really a Digested Token" if so, how to implement it?

Thanks,

Lior Grinberg

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Anand Kumar P
Giga Patron
Giga Patron

‎11-04-2023 02:08 AM

Hi @Lior grinberg1,

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0720759 


1. Digested Token: This is typically used for authentication and can be generated by the customer site, then sent to ServiceNow as a way to establish trust and authenticate users. The implementation can vary based on your specific systems.
2. SAML (Security Assertion Markup Language): SAML is a standard for exchanging authentication and authorization data between parties, in particular, between an identity provider (IdP) and a service provider (SP). If your customer site has a SAML-based authentication system, this can be a suitable option.
3. OpenID Connect: OpenID Connect is an authentication protocol that is built on top of OAuth 2.0. It’s designed for single sign-on (SSO) scenarios and can work well if your customer site supports it.
Please mark it as solution proposed and helpful if its serves your purpose.

Thanks,

Anand

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