--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Enable multi-factor authentication # Multi-factor authentication for Customer and Consumer Service Portals {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Multi-factor authentication for Customer and Consumer Service Portals Multi-factor authentication (MFA) enhances security for Customer and Consumer Service Portal users by requiring more than one set of credentials during login. Enabling MFA protects self-service web portals from potential vulnerabilities, ensuring secure user access. Show full answer Show less ## Key Features * **Enable MFA:** Activate MFA using the `glide.authenticate.multifactor` property to require users and administrators to authenticate with multiple factors. * **Bypass Setup Limit:** Configure how many times users can skip setting up MFA with the `glide.authenticate.multifactor.setup.bypass.count` property, defaulting to 3 bypasses. * **One-Time Code Validity:** Set the lifespan in minutes for the one-time code sent via email using `glide.multifactor.onetime.code.validity`, defaulting to 10 minutes. * **Clock Skew Adjustment:** Use `glide.authenticate.multifactor.clockskew` to allow a time window (up to 60 seconds) for code validation, accommodating minor timing discrepancies and reducing login issues. * **Role-based Activation:** Require MFA for users assigned external roles `sncustomerservice.customer` and `sncustomerservice.consumer`, ensuring targeted enforcement within portal user groups. ## Practical Application ServiceNow customers can configure MFA properties to tailor the security experience for portal users, balancing strict security with user convenience through configurable bypass and timing settings. Assigning MFA to specific roles ensures that only designated portal users are required to comply, streamlining administration and enforcement. Multi-factor authentication, also known as two-step verification, is a security requirement that asserts a user enter more than one set of credentials. Enable multi-factor authentication for Customer and Consumer Service Portal users so that access to the self-service web portals is more secure from potential vulnerabilities. For more information, see [Multifactor authentication (MFA)](https://www.servicenow.com/docs/access?context=mfa-use&version=australia&pubname=australia-platform-security&ft:locale=en-US). ## Multi-factor authentication properties {#configure-csm-multifactor-auth__section_ar3_brx_g3b} Use properties to enable role-based multi-factor authentication criteria and configure the behavior. {#configure-csm-multifactor-auth__table_g3p_2rx_g3b__entry__2} | Property | Description | |-|-| | Enable Multi-factor authentication \[glide.authenticate.multifactor\] | Select this check box to enable users and administrators to use this feature. * Type: enabled \| disabled * Default value: enabled * Location: Multi-factor AuthenticationProperties {#configure-csm-multifactor-auth__ul_ggl_jmx_kt} | | Number of times a user can bypass setting up multi-factor authentication \[glide.authenticate.multifactor.setup.bypass.count\] | Enter a number that represents how many times a user can skip the additional passcode requirement, allowing them to log in even without their mobile device. If you disable this feature and then re-enable it, the counter starts over again. * Type: string * Default value: 3 * Location: Multi-factor AuthenticationProperties {#configure-csm-multifactor-auth__ul_xtx_1sx_g3b} | | The time in minutes, the one-time code sent to user's email address is valid for \[glide.multifactor.onetime.code.validity\] | Enter a number in minutes that specifies how long the reset code is valid. See [Log on with multi-factor authentication](https://www.servicenow.com/docs/access?context=t_LogOnWithMultifactorAuth&version=australia&pubname=australia-platform-security&ft:locale=en-US). * Type: string * Default value: 10 * Location: Multi-factor AuthenticationProperties {#configure-csm-multifactor-auth__ul_ny3_jsx_g3b} | | Additional time in seconds for which the code will be valid to accommodate for the clock skew. Max value is 60 seconds. \[glide.authenticate.multifactor.clock_skew\] | Enter a number in seconds with a maximum of 60. By default, the instance validates the code entered by you against the single app-generated code generated at whatever the `current time` is. You can skew the time window with this property and allow one or more codes generated during a time window to be considered valid. The property's value is used in the following calculation: `current time - x/2` and `current time + x/2`, where 'x' is the value of this property. If you use the value of `10`, for example, the instance considers any codes generated by the app between the time range `[the current time - 5 seconds]` and `[current time + 5 seconds]` to be valid. Use this property to help prevent log in issues where you're unable to enter the correct code in the default time allotted. | [Table 1. Properties for multi-factor authentication] {#configure-csm-multifactor-auth__table_g3p_2rx_g3b} ## Configure roles for multi-factor authentication {#configure-csm-multifactor-auth__section_wn4_h5x_g3b} Add the following external roles to the multi-factor roles: * sn_customerservice.customer * sn_customerservice.consumer {#configure-csm-multifactor-auth__ul_tpl_t5x_g3b} Users with these roles are required to use multi-factor authentication. For more information, see [Configure user-based multi-factor criteria](https://www.servicenow.com/docs/access?context=t_RequireMultifactorAuthForAUser&version=australia&pubname=australia-platform-security&ft:locale=en-US). **Related concepts** * [Multi-factor authentication for Business and Consumer Portal](https://www.servicenow.com/docs/Dok7W~wDMaghN8jylnstnQ "Enable multi-factor authentication for Business and Consumer portal users so that access to the self-service web portals is more secure from potential vulnerabilities.") **Related reference** * [Customer Service Portal user roles](https://www.servicenow.com/docs/21UafJHmtMfqHuhIZC6UzQ "Several different roles allow customers to create and edit cases and manage users from the customer portal.") *[\>]: and then