Single Sign-On allows organizations to use their already defined domain authentication and not require users to create a unique username/password for Serviceaide Intelligent Service Management.
You need administrator privileges in Intelligent Service Management to perform the tasks that are listed in this article.
To enable Single Sign-On between Intelligent Service Management and your (Identity Provider) IdP, establish a federation between these two systems. Configurations are required in both Intelligent Service Management and the IdP server for establishing the federation.
To enable and configure Single Sign-On, perform the following tasks:
Before you start the configurations, ensure that the following conditions are met:
Note: Do not modify any parameters on the application server or database server. Contact Support for assistance in such changes.
Federation servers use Public/Private Key pairs to add digital signature to all security tokens they produce. These keys validate the authenticity of the encrypted security token.
Intelligent Service Management uses Signing Certificates to secure communications and establish trust.
Export the Public Key portion of the Signing Certificate from the IdP. Save the Signing Certificate on a local system that is accessible to Intelligent Service Management. Use the XML Metadata of the certificate when configuring Single Sign-On in Intelligent Service Management.
Note: Store the Signing Certificate in a Base64 encoded file in ADFS 3.0 and PEM file in Novell Access Manager.
Follow these steps on Microsoft Azure Active Directory
Or you can add an unlisted app by selecting the Non-gallery application tile from the app gallery if the required app is not found.
After specifying a name for your application, you can configure the single sign-on options and behavior.
Adding an application in this manner provides a similar experience to the one available for pre-integrated applications.
The next screen displays the options to configure single sign-on.
Select Save File and specify the file location to download the file.
If the export is successful, the certificate is saved at the location that you specified. You can open the certificate in any text editor, like Notepad.
You can add multiple SAML single sign-on configurations to Intelligent Service Management. This allows a single Intelligent Service Management system to support different organizations that may have a different SSO/SAML setup. To enable Single Sign-On, configure Intelligent Service Management to trust assertions that are sent by the IdP.
Follow these steps:
Note: Only one entry for default (Non SSO) URL should be created.
3. Save the SSO configuration.
4. To edit an SSO, click the pencil icon.
5. To enable or disable an SSO, click Enable or Disable according to your choice.
6. For the Identity Provider Login URL,
Note: The value for Azure AD https://login.microsoftonline.com/{tenant-id}/saml2
where {tenant-id} is replaced with your tenant ID. (Find it in the Azure portal under Azure Active Directory > Properties as Directory ID.)
After the Single Sign-On is configured in Intelligent Service Management, the metadata becomes available online. The URL to the metadata file varies for different instances of the application. Consider the following examples:
You can download the metadata from this location and can save it as an XML file. Use the information in this XML file and add Intelligent Service Management as a trusted partner in your IdP.
Note: Contact the support team for the metadata URL applicable to your application instance.
Add the metadata that is generated from Intelligent Service Management to your IdP to enable the SAML communication between them. For information about generating the metadata, see Configure SAML Single Sign-On in CSM.
Follow these steps on Microsoft Azure Active Directory:
Import the metadata file captured in the earlier step, Identifier, Reply URL is populated as shown above.
Navigate to Users and groups to add users/assign the users to the application. (This step allows users to single sign on to the ISM application)
Intelligent Service Management is added as a trusted service provider in your IdP.
After configuring your IdP and Intelligent Service Management to trust assertions, set up the attribute statement for SAML assertion. This attribute statement is used to identify a user. You can use a unique identifier to identify each user such as Principle Name and Email ID.
Follow these steps on Microsoft Azure Active Directory:
Single Sign-On is configured for Intelligent Service Management with Microsoft Azure Active Directory as the IdP.