MFA - Email Verification

Sruthi17
Mega Sage

3 weeks ago

I've created a new user account in ServiceNow.

I've ensured email is associated with it

I set the password as admin and try local login

I'm successfully logged in

Now I'm redirected to the MFA page

Sruthi17_0-1769087661100.png


I try email verification

But I cannot see any outbound emails sending the verification code.

Can anyone help me understand what I'm missing?

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13 REPLIES 13

Aditya08
Kilo Sage
In response to Sruthi17

2 weeks ago

Hello @Sruthi17 ,

 Have you configured that email with servicenow smtp configuration.

adityahubli_0-1769494754340.png

 

If you already configured above configuration then all normal email will goes to your non-production testing email address. Im not pretty sure it will also work for mfa or not .

i think in a DEV instance, the MFA email is sent to the user’s email, not the redirected admin email.

Even if DEV is configured to send all normal emails to your own address, email-based MFA ignores that setting. When user test logs in and chooses Email MFA, the verification code is sent to test123@gmail.com (the email on the user record). This is because MFA emails are sent by ServiceNow’s central MFA service, not by the instance email engine. 

 

 

 

 
 
 

Aditya08
Kilo Sage
In response to Aditya08

2 weeks ago

Hello @Sruthi17 ,

 

Does my response helps you ?

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Sruthi17
Mega Sage
In response to Aditya08

2 weeks ago

Hi @Aditya08 ,

I've enforced MFA for a dummy user account (with my personal email id) both in DEV and PROD.

In both the environments Im redirected to MFA page after successful password reset.

 

However, when I choose the email option to verify, the MFA email is not sent in both DEV and PROD. Is weird?

Can you suggest what I can try next?

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