ServiceDesk Plus

Introduction

Multi-factor authentication (MFA) is an extra layer of security used when logging into websites or apps to authenticate users through more than one required security and validation procedure that only you know or have access to. Security Assertion Markup Language (SAML) is a protocol for authenticating to web applications. SAML allows federated apps and organizations to communicate and trust one another’s users.

Acceptto™, as a SAML provider, improves the user login experience for ServiceDesk Plus users with convenient MFA, and offers a simple SAML solution for adding MFA and single sign-on (SSO) on the ServiceDesk Plus portal.

Prerequisites

• Acceptto account with a configured Identity Provider and LDAP Agent

  For more information, see the LDAP Agent deployment guide

• ServiceDesk Plus user account with administrative access

• User account with administrative privileges for the Acceptto Cloud dashboard

ServiceDesk Plus configuration

In this section, you'll configure ManageEngine ServiceDesk Plus as a service provider.

1. Download the SAML metadata and certificate for your organization from Acceptto.

   Metadata download: https://sso.acceptto.com/<myorganization>/saml/download/metadata

   View metadata: https://sso.acceptto.com/<myorganization>/saml/metadata

   Certificate download: https://sso.acceptto.com/<myorganization>/saml/download/cert

2. Log in to your ServiceDesk Plus admin portal as an administrator and go to the Admin tab.

   

3. Go to Account Details > SAML Single Sign On and click New SAML Configuration.

   

4. Type a name for the SAML connection and click Create.

   

5. On the next page, select the Mark as Default SAML Configuration check box.

   In the Service Provider Details section, you'll need to copy these values for the SAML Service Provider Configuration in Acceptto.

   

6. In the Configure Identity Provider Details section, set the following configurations:

   • Login URL – Copy and paste from the Acceptto metadata file.
   • Logout URL – Copy and paste from the Acceptto metadata file.
   • Name ID Format – Set to Email Address.
   • Algorithm – Set to RSA_SHA256.
   • Certificate – Upload the certificate file from Acceptto.

   

7. Save your changes.

8. On the SAML Single Sign on page, move the slider to Enabled to enable the SAML SSO.

   

Acceptto SAML configuration as an Identity Provider (IdP)

In this section, you'll add an application for ServiceDesk Plus and set the SAML configuration settings. This will be the Identity Provider (IdP) side of the configuration.

1. Log in to the Acceptto Dashboard with an administrative account and go to Applications.

2. Click Create New Application.

   

3. In the New Application form, on the General tab, set the following configurations:

   • Name – Set the name of the application. This is the name to display for push notifications, in the Admin panel, Application portal, and audit logs.

     For example, ServiceDesk Plus.

   • Type – Set to SAML Service Provider.

   • Out of Band Methods – Select the allowed methods end users can choose to approve MFA requests.

     For example, It'sMe app (push notifications), SMS, or Security Key.

   • Message for MFA Requests – (Optional) Type a message displayed to end users when sending an MFA request via push notification, SMS, or email.

   

4. Select the SAML Service Provider Configuration tab, and set the following configurations:

   • Issuer or Entity ID – Enter the Issuer/EntityID provided in ServiceDesk Plus.
   • Sign in URL – This login URL is the same as the ACS URL provided in ServiceDesk Plus.
   • NameID Format – Set to Email Address.
   • Name Identifier – Set to Email.
   • ACS URL – Enter the ACS URL provided in ServiceDesk Plus.
   • Certificate – Certificate is provided in ServiceDesk Plus. Copy and paste the certificate URL here.

   

Test your application integration

1. Go to your ServiceDesk Plus portal and log in using the SAML Single Sign On option.

   

2. You will be redirected to the Acceptto SSO page.

   

3. After successful authentication, select your preferred MFA method to approve access to the ServiceDesk Plus application.

   

4. Using an easy and passwordless authentication method, it redirects you to the ServiceDesk Plus portal page.

   

Support

If you have questions or need assistance, please send us an email at support@acceptto.com.

Sales

Want to learn more about our MFA solutions? Contact our Professional Services for a Demo today.

Disclaimer

All product names, trademarks, and registered trademarks are the property of their respective owners.

All company, product, and service names used in this document are for identification purposes only. The use of these names, trademarks, and brands do not constitute an endorsement by the Acceptto Corporation.