*URGENT* Deep Linking Issue

[arobertson]

Evening All,

I currently have a call open with ServiceNow but the progress is slow, so i thought i would throw the question out on here as well.

Last week, i implemented pingfederate, but due to some issues, i backed it out. I have reverted all of the settings and double checked them with our other instances, but now deep linking has stopped worked for anyone "WITHOUT" a role. When clicking on an incident number within an email notification, it is now taking them to the ess portal instead of going straight into their incident.

Regards,

[solutioningnow]

Hi Alex,

First question what is pingfederate? you backout changes immediately or after committing few more update sets?

I would recommend to copy demo instance OOB notification link in your non-production instance and try.

Please mark answer as correct, if it was really helpful 🙂

Regards,

Solutioner

Enhance Knowledge NOW@ www.solutioningnow.com

http://www.solutioningnow.com/

[arobertson]

Pingfederate is an SSO solution. This will replace our current ADFS solution.

I have double checked all of our SAML settings.

The changes were backed out instantly. Whats strange is that deep linking is working fine for users with roles?

[luke_kelly]

Do you have a redirector ui page that could be doing it?

or is your system still using these properties when your not using SSO and they are set to your ess page?

• glide.authenticate.failed_requirement_redirect - When a user attempts to access a page that is private (to view an incident, etc) and SSO credentials are not present, they will be redirected to the URL specified in this property.   This is typically set to a customer's login portal (ex. http://portal.companya.com/).
• glide.authenticate.failed_redirect - URL to redirect users after a failed SSO attempt. You can even redirect to a public knowledge article that describes the error and has helpful links (ex. http://portal.companya.com/error).
• glide.authenticate.external.logout_redirect - URL to redirect users after logout, typically back to the portal that enabled the SSO.(ex. http://portal.companya.com/logout)
• glide.authentication.external.disable_local_login - When set to true requires SSO credentials even for the main ServiceNow login page. Defaults to false.   This property needs to be used in conjunction with the 'glide.authenticate.failed_requirement_redirect' property.

probably not it but thought it was worth asking

[arobertson]

Hi Luke,

I have checked all of these settings against the other clones we took before the update went wrong and everything matches.

What's strange is that deep linking works fine for users with roles. i.e at least the itil role?

So deep linking and SSO is working to a certain degree...