
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
04-11-2024 01:35 PM - edited 05-09-2024 09:22 AM
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.
Solved! Go to Solution.

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
04-18-2024 09:37 AM
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.

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-09-2024 09:18 AM
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.

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
04-11-2024 07:12 PM
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

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
04-12-2024 03:29 PM
- 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.

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
04-14-2024 07:42 PM
Hi @ericgilmore ,
We have to take a deeper look at it. Please open a support case and DM me the case number.
Thanks,
Randheer

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
04-17-2024 12:57 PM - edited 05-09-2024 09:25 AM
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.