login issue

[anvitha ash]

Hello,

User is not able to login(SSO) into ServiceNow instance. Getting error message as "Logout Successful"

Tried below remedies but, Still issue Persists:

1. clear cache and login
2. In Ldap user is active and also in ServiceNow user is active
3. Userid in LDAP is same as ServiceNow user id 
4. Email id in Ldap is same as Email id in ServiceNow
5. Userid and Email id both are same in ServiceNow

Please Suggest 

[Community Alums]

Hi @anvitha ash,

Cause

When a user accesses an instance where Multiple Provider Single Sign-on (SSO) is set up, the initial unauthenticated session created is under the 'guest' user account. After the user is successfully authenticated on the Identity Provider end, the SAML response is validated on the ServiceNow instance. The last validation step is finding the user in the sys_user table based on either the email or user_name fields depending on the 'User Field' configured in the Identity Provider record. 

Since the current session is under the 'guest' user, the system looks for the user to login into the guest user's domain. If the guest user is not in the global domain and the user trying to log in is not in the same domain as the guest user, he/she would not be able to log in. 

If the guest user is in the global domain, the cause might just be that the user with that email or user ID does not exist in the sys_user table or is inactive. 

Resolution

The solution to this issue is to modify the domain of the guest user to the Global domain. 

Please mark the answer helpful and accept solution.

Thanks 

Akash

[anvitha ash]

Hello @Community Alums 

Where exactly I can find this "modify the domain of the guest user to the Global domain"

We have Octa SSO enabled