Redirecting External Logout Failures to a Custom Landing Page in Mobile Apps

sarah_bioni · yesterday

When working with ServiceNow Mobile Apps, it's important to ensure a smooth user experience—even in cases of authentication failure. This article explains how to redirect users to a custom landing page when an external logout fails.

Objective

Redirect users to the landing page defined in the sys_sg_properties table when an external logout fails due to authentication issues.

🛠️ Step-by-Step Implementation

1. Create a Public UI Page for Redirection

Go to System UI > UI Pages and create a new UI Page. In the HTML section, include the following script:

window.open('/mesp?id=portal_page_id', '_self');

Replace portal_page_id with the actual page ID configured in your landing page property.

2. Configure the Landing Page Property

Navigate to the sys_sg_properties table and locate the property that defines the landing page. It should look something like this:

{"url":"https://instancename.service-now.com/mesp?id=portal_page_id", "loginLabelTranslationKey":"login_label_txt"}

Ensure the url matches the destination used in your UI Page script.

3. Make the UI Page Public

To allow unauthenticated users to access the redirection page:

Go to Public Pages (sys_public) table
Add an entry for your new UI Page
Set the Page field to the name of your UI Page
Ensure Active is checked

This step is crucial for mobile users who are not authenticated to be redirected appropriately.

4. Update the Identity Provider Configuration

In your Identity Provider (IdP) settings:

Locate the field External logout redirect
Replace its value with the UI Page name, ensuring it ends with .do, for example:

your_ui_page_name.do

This ensures that when logout fails externally, the user is redirected to your custom UI Page, which then forwards them to the defined page.

📱 Result

When an external logout fails, the mobile app will redirect the user to the public UI Page, which in turn sends them to the landing page defined in sys_sg_properties. This ensures a consistent and user-friendly fallback experience.