Post Zurich upgrade- CSM Portal - No MFA announcements ?
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2 hours ago
Would appreciate a second opinion on my findings related to CSM Portal users (customers).
Having upgraded to Zurich from Xanadu, and with the enforcement of MFA for all users, we had been expecting an announcement to appear for on the CSM Portal advising customers of the introduction of MFA, yet this has not occurred. Announcements with platform (xxx.service-now.com/login.do) appear as seen in our PDIs.
Is this what is expected and we should make our own announcements to customers?
Or perhaps something else is not configured appropriately?
Many thanks for anyone who has been through this already and can report their experience.
Graham
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2 hours ago
Hi @GrahamK,
If I remember correctly the message was displayed to admins only. Try to log in with an admin account to see any difference..
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18m ago
Hi @GrahamK
You can hide the OOTB MFA announcement by setting the propertyglide.authenticate.multifactor.enforcement.acknowledged to true, which dismisses the default message.
After that, you can create your own announcement to display as per your requirements.
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8m ago
Hi @GrahamK,
Yes - that’s expected behavior after the Zurich upgrade. The MFA enforcement announcement that appears on the platform login page (/login.do) is shown only to users logging in through the standard platform UI, not on custom portals such as the /csm, /esc
CSM portal can have its own widgets/pages, which don’t automatically display the system-level MFA announcement banner. This is by design - those announcements are not propagated to portal experiences.
If you want to inform your external customers (CSM users) about MFA you should:
- Create your own portal announcement or UI banner,
- Or configure a custom notification / modal on login,
- Or use the Announcement widget within the /csm portal to display your message,
So yes - your understanding is correct. It’s not a misconfiguration, you’ll need to add your own announcement for portal users.
I hope it helps,
Best regards,
Renat Akhmedov
