Users get 'Logout Successful' message every time they go to ServiceNow?

[Jared Wason]

Hello, we have a set of users that get 'Logout Successful' message every time they click on a ServiceNow link. We use Azure and have set it up that so that once a user authenticates with Azure they get automatically logged into ServiceNow. I had the user who reported this issue log into Office.com and then try clicking a ServiceNow link and this resolved the issue for them. However, this is no longer working for them this week. Do you have any idea how to resolve this?

[Jon23 · Accepted solution]

hi @Jared Wason, 

Have you confirmed their SN account is active and/or not locked out.

Also check that their username / email matches what you are expecting for SSO IDP requirements.

[Jared Wason]

I verified they are active and their email matches what I expected. 

[Jon23]

What happens if the user tries to login using an incognito session? Can they get in if they bypass the SSO?

[Jared Wason]

Incoginito did the same thing, but I didn't think to try using the 'login.do' page. I will give that a shot, thanks for the idea!