Revision as of 19:29, 11 June 2013

Layton ServiceDesk™ also offers NTLM Auto Login (Single Sign On) which will authenticate by comparing the username of the currently logged in Windows account against the database of users in ServiceDesk. If there is a match, then the user will be automatically logged into the system.

Users may either save the NTLM Auto Login URL to their favorites or create a shortcut. Alternatively, you may want to create a link on the initial ServiceDesk login screen that points to the NTLM Login URL. When the user lands on the login screen, rather manually entering their credentials, they will simply click the NTLM Auto Login hyperlink and it will log the user into Layton ServiceDesk using NTLM.

End User NTLM Configuration

Setting

NTLM is automatically enabled for End Users created using the LDAP (AD) Import End User utility. If a user is created manually, then the NTLM setting must be manually enabled as it is turned Off by default. NTLM login may be disabled or enabled and will over-ride the default if set in: Administration > Company Structure > Manage End User.

URL

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 Configuration

Settings

NTLM is automatically enabled for Analysts created using the LDAP (AD) Import Analyst utility. If an Analyst is created manually, then the NTLM setting must be manually enabled as it is turned Off by default. NTLM login may be disabled or enabled and will over-ride the default if set in Administration > Company Structure > Manage Analyst.

URL

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

Optional Settings

If NTLM authentication has been implemented, then you may want to disable the manual login process as it may no longer be necessary in your organization. This is done by removing the End User Login and Registration links from the ServiceDesk login screen in Administration > Form Design > Login.

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. The benefit of configuring the NTLM Login Redirection is that it will provide the intended webpage regardless of whether the End User is already logged into ServiceDesk or not.

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

This will successfully load Request ID 7153 for the End User if he is already logged into ServiceDesk. A problem arises when the End User is not already logged into ServiceDesk. If he is not already logged in, when he clicks this URL in his email, he will be directed instead to the ServiceDesk user not authenticated page: Your login has timed out or you have tried to access a page directly without logging in. This will require a manual login, at which point the End User may go back to his email to access the Request.

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. This is done by simply appending the following to the end of your NTLM login URL:

       ?fwd=<your URL here>

Working from the previous 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