Using ServiceNow mobile app with external authentication


Description

This article explains how to log in to the ServiceNow mobile app when using external authentication.

Versions affected

  • Fuji
  • Geneva
  • ServiceNow Mobile App for iOS v.2.0.3 or earlier

Procedure

The login behaviors between web environments and the native app are slightly different.

On the mobile app, you must enter your username regardless of whether you are an external user. After entering your username, you can either select Use External Login (if you require external login) or enter your password and click Continue (if you are a local credential user).

Example:
user1@example.com = local user
user2@external.com = external user

  • user1@example.com enters their username and password, then selects Continue
    - Local user is authenticated and logs in to the mobile app
  • user2@external.com enters only their username, then selects Use External Login
    - At this point, user 2 is redirected to their IdP’s page.

Problem

If using SSO with external authentication, you might receive the following error:

Error: No external identity provider found for the username: <username>

 

 

Resolution

The error occurs because there is no valid Identity Provider (IdP) defined for the user who is trying to log in to the mobile app.

Since the resolution of PRB656174 (if no primary IDP is set for an instance iOS App login fails), the system property glide.authenticate.sso.redirect.idp with the sys_id of the IdP need not be set anymore.

Recommendations

Many SSO issues are addressed in the latest releases so we recommend you use the following versions:

Additional Information

See the following documentation topics: