Why is the MFA box displayed on my Case form?

ericgilmore
Tera Guru

ver. Vancouver

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

mfaIssue.png

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.
 

2 ACCEPTED SOLUTIONS

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.

View solution in original post

ericgilmore
Tera Guru

Ok, figured out the issue.
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  comma ( , )

 

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

A semi-colon caused this issue.

View solution in original post

6 REPLIES 6

Randheer Singh
ServiceNow Employee
ServiceNow Employee

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


  • 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.
 

 

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

Randheer

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.