All ITIL users getting redirected to self service view

uma17
Tera Guru

‎06-30-2016 03:46 AM

Hi All,

When I try to impersonate any user who does not have admin role, the page is getting redirected to self service page(portal).

Doe any have any idea why is this happening?

I checked to login rules, other UI pages but could not find anything which is re directing the flow to self service page.

Thanks,

Uma

0 Helpfuls
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4 REPLIES 4

Rohit Kumar
Giga Expert

‎06-30-2016 03:51 AM

Are you using SSO? and SN version?


0 Helpfuls

uma17
Tera Guru
In response to Rohit Kumar

‎06-30-2016 03:58 AM

Yes I am on SSO, Helsinki Instance


0 Helpfuls

Rohit Kumar
Giga Expert
In response to uma17

‎06-30-2016 04:46 AM

Let me know what you are using for redirection. Please try to troubleshoot by checking the following.


1. Installation exit? OOB or custom one.


2. UI Script created if any for it.


3. a property glide.entry.loggedin.page_ess.


4. Using Multi-SSO Plugin? Please confirm as it is already having issues with me in Fuji and later versions.



Also, please check ServiceNow Homepage property on your SSO properties as instance.service-now.com, it should not have /ess.



Thanks


Rohit


Shahed Shah1
Tera Guru

‎07-01-2016 08:16 AM

Hi Uma



The most common cause of this behaviour is due to a global UI Script. You would want to search for a UI Script that uses document.location or window.location or similar.



An example implementation can be viewed here: Redirection to CMS site depending on the type of user



Rohit has shown other useful areas to look at. Should you require assistance with identifying this, please feel free to raise an Incident with Customer Support. We will be happy to help.



Regards


Shahid