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

Jared Wason · ‎11-03-2020

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 · ‎11-03-2020

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.

View solution in original post

mr18 · ‎11-03-2020

Hi Jared,

In the user table check the SSO Source sys id is matching with the identity provider sys id or not

Jared Wason · ‎11-04-2020

Our user table shows the SSO Source column as being empty for everyone. I will try adding the sys_id of the identity provider to the users having this issue. Thanks for this, I didnt know about that field.