Lyonel Posted February 19, 2018 Share Posted February 19, 2018 Hi, Many of my colleagues and users / customers are reporting a strange behaviour on the service portal. When they click on the link that redirects then to our service portal (https://service.hornbill.com/XXX/servicemanager/request/view/SR00053013 for example), they get redirected to the login page. When they click on the login link, SSO kicks in and they authenticate ok. However, they then arrive on the landing page and many users do not even understand they need to go onto the "My Request" tab... Anyway, is this a new issue? Are you aware of a similar issue from other customers? Link to comment Share on other sites More sharing options...
Dan Munns Posted February 19, 2018 Share Posted February 19, 2018 Hi @Lyonel If it helps with fault finding I can tell you that we are NOT experiencing this behaviour. Tested on Chrome 64, Firefox 58, IE 11 and Edge. May be an issue with ADFS? Link to comment Share on other sites More sharing options...
TrevorKillick Posted February 19, 2018 Share Posted February 19, 2018 @Lyonel You need to have Auto login Enabled, Administration -> System -> Portals -> Configure Service Portal Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Lyonel Posted February 19, 2018 Author Share Posted February 19, 2018 Thanks @TrevorKillick! Just activated this setting. Will see if it gets better... We had an issue with our ADFS provider Wednesday last week, which would explain why most users "lost" their login... Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted February 19, 2018 Share Posted February 19, 2018 1 hour ago, TrevorKillick said: @Lyonel You need to have Auto login Enabled, Administration -> System -> Portals -> Configure Service Portal Kind Regards Trevor Killick Hi @TrevorKillick We use O365 authentication....would having this setting (above) set mean that customers would get redirected to the 'correct' page regardless of whether they'd logged in to the Portal previously that day? We have had a similar problem to @Lyonel in the past but I haven't really taken much notice of it. We do have 'auto login' disabled at the moment, so I'm wondering if switching that 'on' would stop the problem? thanks Paul Link to comment Share on other sites More sharing options...
TrevorKillick Posted February 19, 2018 Share Posted February 19, 2018 @Paul Alexander It should do yes, the option essentially prevents the default landing page from showing and automatically takes a user to the login page, it was added to specifically deal with a request URL being embedded in an email so it should stop people having issues clicking links once they have been logged out. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Lyonel Posted February 19, 2018 Author Share Posted February 19, 2018 Activating the "Auto-login" seems to be working like a charm Thanks @TrevorKillick you are a star! 1 Link to comment Share on other sites More sharing options...
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