Revision as of 18:20, 11 June 2013

Layton ServiceDesk™ also offers NTLM Auto Logon (Single Sign On) which will authenticate using the currently logged in domain username and automatically log them into the ServiceDesk without having to enter their credentials. NTLM is automatically enabled following an LDAP import – default is to ‘ON’ The Login screen can be modified using Administration | Form Design | Login to remove End User login and Registration links if NTLM is to be used across the board.

For NTLM to work correctly, you must ensure that the domain login and the ServiceDesk user name are the same. When Layton ServiceDesk finds a match on the username, it will allow the user to log into Layton ServiceDesk utilizing their SSO Token.

URLs for NTLM Auto Login

End User

NTLM Login URL:

        http://SERVER_NAME/APPLICATION_NAME/EUserAuto.aspx

So if your ServiceDesk is normally accessed at http://lsdserver/LaytonServiceDesk then your End User NTLM Login URL would be:

        http://lsdserver/LaytonServiceDesk/EUserAuto.aspx

Analyst

NTLM Login URL:

        http://SERVER_NAME/APPLICATION_NAME/UserAuto.aspx

So if your ServiceDesk is normally accessed at http://lsdserver/LaytonServiceDesk then your Analyst NTLM Login URL would be:

        http://lsdserver/LaytonServiceDesk/UserAuto.aspx

Users can either save the URL to their favorites or create a shortcut.

When the user then selects the link to Layton ServiceDesk, it will no longer prompt them for their user name or password and will automatically log them in.

Alternatively, you can create a link on the initial login screen that points to an NTLM login URL. When the user lands on the login screen, rather than having to type in their credentials, they can simply click the auto-login text/icon and it will log the user into Layton ServiceDesk using NTLM.

End User NTLM Settings

NTLM logon can be disabled or enabled and will over-ride the default if set as below:
Admin Site Map > Company Structure > Manage End User > Click the required User

Analyst NTLM Settings

NTLM logon can be disabled or enabled and will over-ride the default if set as below:
Admin Site Map > Company Structure > Manage Analyst > Settings

Post-NTLM Login Redirection

You may also create a URL which will redirect the user to a specific webpage in ServiceDesk after NTLM authentication completes.

For example, in Email Settings & Bodies, the standard (non-NTLM) URL to link an End User directly to his request is formatted as follows:

       http://SERVER_NAME/LaytonServiceDesk/EReqInfo.aspx?sys_request_id=Template:Sys request id

If this Email Notification was generated from Request ID 7153, then Template:Sys request id would be replaced with 7153 to yield the actual URL in the email body:

       http://SERVER_NAME/LaytonServiceDesk/EReqInfo.aspx?sys_request_id=7153

The problem with this is that if the End User is not already logged into ServiceDesk, then he will face the user not authenticated message: Your login has timed out or you have tried to access a page directly without logging in.

To resolve this issue, a NTLM Login Redirection URL may be configured to redirect a user to the specific webpage in ServiceDesk after the NTLM authentication logs the user in. Simply append the following to the end of your NTLM login URL:

       ?fwd=<your URL here>

For example, if you wanted to add a hyperlink to your Email Notifications to give the End Users direct access to the request, the URL would be formatted this way:

       http://SERVER_NAME/LaytonServiceDesk/EUserAuto.aspx?fwd=http://SERVER_NAME/LaytonServiceDesk/EReqInfo.aspx?sys_request_id=Template:Sys request id

The benefit of configuring NTLM Auto-login redirects in this way is that it will work regardless of whether the End User is already logged into ServiceDesk or not.