Logout Successfull

[Prateek Tyagi11]

Hi All,

I am facing an issue when login inn into ServiceNow instance SSO login is enabled for the instance but when ever I login it redirect me to the"instancename.service-now/external_logout_complete.do" Page says Logout successful You have been successfully log out.  Can any one help me on this.

Please help what can be the cause and what can be done.

Thanks

[Allen Andreas]

Hello,

This generally happens when:

• The user is trying to login using a credential (such as email) that doesn't match a user record on your sys_user table
• The user is trying to login with a credential that does match a user record, but...isn't setup as the "primary" information on the SSO side of things

So you'd want to ensure that you're using the appropriate field for SSO and that you have a matching user record that can be found.

[Prateek Tyagi11]

Hi @Allen Andreas  Thanks for responding.

We are using email field in the identity provider. The user will able to login with the same credentials after some time sometime it is after some hours sometime it may be after overnight. It's not like user is unable to login user will able to login after sometime. What may be the cause?

[Allen Andreas]

Hi,

You'd need to research this in the moment when you see that the user is unable to login to SN (getting successful logout over and over). This could be because you don't have user provisioning turned on, so that as part of the login their user record gets created. If they also don't have a user record in SN, then as I mentioned above, they'll see the logout complete over and over.

If it ends up working overnight, hours later, etc. it's most likely because the user record was created as part of your sync process (like LDAP sync).

So again, please research this in the moment when a user keeps getting the logout complete over and over. Go and check and see if they have a user record in your instance or not.