Why is the MFA box displayed on my Case form?

[ericgilmore]

ver. Vancouver

Recently cloned and upgraded my sub-prod instances to to Vancouver. Noticed that on my Case form I now see this:

The field Affected End User is related to sys_user. In the MFA properties, Multi-factor Authentication > Properties : Enable Multi-factor authentication = false;

Checking the sys_user table, all Enable Multi-factor Authentication fields are set to false.

I noticed that in my Prod instance, Multi-factor Authentication > User Multi-factor Setup has about 50 entries (a very small number) compared to what's in our sys_user table, but I've never seen this popup in Prod.

What's going on here?

**UPDATE**

Ok, figured out the issue.
On our Case form we have a reference field labeled Affected End User that is a reference to sys_user.

The configured Attributes ended with:

• ref_contributions=show_phone_customer_service;ref_ac_columns=name;email;sys_id

The semi-colon after ( ref_contributions=show_phone_customer_service; ) should have been a comma (  , )

After replacing the semi-colon, the Verify Identity popup, is no longer visible.

A semi-colon caused this issue. 

[ericgilmore · Accepted solution]

Figured this out

On our Case form we have a reference field called Affected End User that is a reference to sys_user.

The configured Attributes ended with:

... ref_contributions=show_phone_customer_service;ref_ac_columns=name;email;sys_id

The semi-colon after > ref_contributions=show_phone_customer_service; < should have been a " , "

... ref_contributions=show_phone_customer_service>> , <<ref_ac_columns=name;email;sys_id

After replacing the semi-colon, the Verify Identity popup, is no longer visible.

A semi-colon caused this issue.

[Randheer Singh]

Hi @ericgilmore ,

This is bizarre. We have to analyze this thoroughly with the team. Do you have a support case already open for this?

Also,

• Is adaptive authentication MFA context policy active in the instance?
• Is role-based MFA enabled in your instance?

Thanks,

Randheer

[ericgilmore]

---

• Is adaptive authentication MFA context policy active in the instance?
• Is role-based MFA enabled in your instance?

- MFA context policy = Inactive

Under Multi-factor Authentication > Multi-factor Criteria, I see...

- One entry named: Role based multi-factor authentication, Active = true with roles {admin, security_admin, user_admin} selected

However, the popup is there for everyone, the roles don't appear to matter.
 

[Randheer Singh]

Hi @ericgilmore ,
We have to take a deeper look at it. Please open a support case and DM me the case number.
Thanks,

Randheer

[ericgilmore]

CS20175958 - Here you go any insight would be appreciated.

**UPDATE**

Ok, figured out the issue.
On our Case form we have a reference field labeled Affected End User that is a reference to sys_user.

The configured Attributes ended with:

• ref_contributions=show_phone_customer_service;ref_ac_columns=name;email;sys_id

The semi-colon after ( ref_contributions=show_phone_customer_service; ) should have been a comma (  , )

After replacing the semi-colon, the Verify Identity popup, is no longer visible.

A semi-colon caused this issue.