Setting an authentication method
When a user logs on to the Self Service Portal, the default configuration takes the entered user ID and compares it to the Remedy Login ID field on the CTM:People form. If an entry with matching ID is found in the CTM:People form, the user can access the Self Service Portal.
Authentication methods
Several authentication methods required a unique email address to authenticate users. The Action Request System (AR System) form in which the unique email address must be set depends on the authentication method. If the email address is not unique or is not specified, the user will not be authenticated.
Following are the authentication methods and related configuration entries available for logging in to the Self Service Portal:
Authentication method | Authentication entry name | Description | Requires unique email address |
|---|---|---|---|
People form Login ID authentication | Authentication - People Profile (Login ID) | By default, this authentication entry is enabled. To authenticate users against the People form, enable this entry. After user enters the login credentials, the system tries to find the user's record in CTM:People form with same Remedy Login ID as the user login ID. | ✅️ |
AR System user ID compared against the User form | Authentication - User Form (Login ID) | You must use this authentication method if you are not integrating with BMC Helix ITSM. This option matches the login name with Login Name field in User form to validate the self-service user. | ✅️ |
AR System user ID and password | Authentication - People Profile (AR Login/Password) | This option uses an API for user logon and does not compare to any AR System form. | |
People form ID | Authentication - People Profile (People ID) | in the CTM:People form, if the People ID matches with the employee ID, you can configure the logon to use the People ID. | ✅️ |
HTTP Header | Authentication - HTTP Header | This authentication method matches the HTTP header from an organization's internal employee portal to which the user is logged in. This option authenticates the users after verifying the information passed on the HTTP header of request sent from the internal portal and logs them in to the Self Service Portal directly without having to authenticate again in Live Chat. Note: The HTTP Header authentication method applies only for the old UI of the Self Service Portal. | ❌️ |
Chat Alerts application |
| This option is used to install or configure the Chat Alerts application for single sign on. For more information, see Installing and configuring the Chat Alerts application. | ❌️ |
Authentication for systems with single sign-on | Authentication - MidTier Sign On (Typically SSO) | Enable this authentication entry only when single sign-on is configured in your system. After enabling this entry, you must enable one of the following two entries:
| ❌️ |
People form Person ID authentication for single sign-on | Authentication - Single Sign On (People Form) | To authenticate single sign-on against the CTM:People form, enable this entry. You must enable this entry only after enabling Authentication - MidTier Sign On (Typically SSO) entry is enabled. | ✅️ |
User form authentication for single sign-on | Authentication - Single Sign On (User Form) | To authenticate single sign-on against the User form, enable this entry. You must enable this entry only after “Authentication - MidTier Sign On (Typically SSO)” entry is enabled. | ✅️ |
To set an authentication method
- From the IT Home Page, select Live Chat > Administration Console.
- Select Self Service Portal > Configuration.
Select the appropriate authentication entry from the list. By default, the Authentication - People Profile (Login ID) entry is enabled and is the active authentication method.
- Click Modify.
- The corresponding XML section appears in the editor.
- Make the necessary changes to the configuration section.
- If this is the authentication method that you want to use, set the status to Enabled.
- Click Save.
- For the changes to take effect, click Refresh Servlets.