Locked out user getting redirected to logout page after Multifactor SSO

Peekaboo1
Tera Contributor

‎07-15-2025 08:42 AM

If a user is locked out of their ServiceNow instance (active false status), and if they attempt to log in, the instance currently redirects them to a logout page after completing multifactor SSO (authentication via Microsoft Authenticator). We want to change this behavior so that if a user is locked out, they are redirected to a different page, such as "Access Denied," after completing multifactor SSO (authentication via MS Authenticator). The logout page should only be displayed when an active user explicitly logs out of the ServiceNow instance using the logout button.

 

Peekaboo1_1-1752592772076.png

 

Please let me know if this requirement can be met, and if so, please guide me on how to achieve it. I would greatly appreciate your help.

 

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Ambuj Tripathi
ServiceNow Employee
ServiceNow Employee

‎07-15-2025 11:26 AM

Hi @Peekaboo1 

 

This exact requirement is going to be productised in the upcoming releases, but I dont think its possible currently since as soon as user gets redireced to the logout page after the error, its login context and session details gets lost, so on the logout page, you can't track the exact reason for the failure.