Azure SSO takes all users to "You have logged out successfully" until cookies have been set

[stacybentley]

Hi,

We have implemented Microsoft Azure SSO and when we try to use our usual url (https://xxxx.service-now.com/navpage.do or https://xxxx.service-now.com) to login we get the logout screen instead until we use the url 

https://xxxx,service-now.com/login_with_sso.do?glide_sso_id=80590def1b2f91d0fef3db1dcd4bcbd9

and have the cookies set first.

Has anyone else seen this behaviour?

Thank you,

Stacy

[Oliver Stammler]

Hey stacybentley,

there are so many possibilities for this behavior.
I will try to list some of the most common ones:

1. Are the Identity Providers correctly configured?
   https://docs.servicenow.com/bundle/tokyo-platform-security/page/integrate/single-sign-on/task/t_Crea...
2. Do you have the correct field for the user identification configured in the "Multiple Provider SSO Properties" and is this field correctly filled for each user? 
   https://docs.servicenow.com/bundle/tokyo-platform-security/page/integrate/single-sign-on/task/t_Conf...
3. I know it's unlikely since you are refering to all users but are the user accounts locked out? 
   https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0821253
4. Is the SSO Source correctly configured on the user records? You have to add the correct identity provider sys_id to this field
5. Last but not least it is important that on Azure side is everything correct as well. Use this step by step instruction to set everything up. If I remember right the 
   https://learn.microsoft.com/en-us/azure/active-directory/saas-apps/servicenow-tutorial

In addition you can check this ServiceNow Support article: Troubleshooting SAML or SSO issues in ServiceNow 

If nothing helps and you are 100% sure everything is correct you should maybe consider raising a support ticket.

Best regards
Oli

[stacybentley]

Thank you Oli!  I have verified that all of these are correct but I am still getting the error.

I will log a call with ServiceNow Support.

Stacy

[Oliver Stammler]

Hey Stacy,
sorry to hear that.
One last thing: Could you maybe check the system log for me? Could be helpful to see what kind of error appears once a user tries to login. 

Thanks
Oli

P.S: If my last answer helped you, feel free to mark it helpful 🙂 Thanks