Multi-factor Authentication (MFA) on Now Support and Regulated Markets


Description

Multi-factor authentication (MFA), also known as two-step verification. It is a security requirement that requires users to enter more than one set of credentials in order to authenticate to an instance. The MFA that is described in this article is one of 2 options available to customers in the GCC environment, and is required for all customers in the SPP – Australia environment.

 

Downloading and Setting up the Authenticator Application for first time users to Now Support


With Multi-Factor Authentication enabled on Now Support Account, you would require an additional 6-digit verification code for a successful login to Now Support. 

This can be generated by an authenticator app (e.g., Google Authenticator, Authy, or any app that supports the Time-based One Time Password (TOTP) algorithm).

When logging into Now Support after Multi-Factor Authentication (MFA) has been enabled, you should see below page to setup an Authenticator.

  • Open Now Support
  • Click 'Sign In' (On top right of the screen)
  • Enter your Now Support UserID and Password
    • If you don't remember your password, please click 'Forgot Password' and follow the instructions
  • After successful log-in with your ID and Password, you would be prompted to below screen (first time user's only)
    • After you have successfully set-up an authenticator application, you should see a screen to enter the MFA code

Note

  • If you have issues enabling multi-factor authentication, click Bypass Setup. This will allow you to log into Now Support for three times before MFA is required.
  • If you do not see Bypass Setup in below screen, it means that you have already used three time courtesy login to Now Support without using MFA
    • At this stage, it becomes mandatory to setup an Authenticator and generate a code for a successful login to Now Support




 

 

 

 

Now you have successfully set up an Authenticator app (it could be on your mobile or standalone desktop or laptop).

Follow next steps to log-in to Now Support by using the 6-digit verification code generated

 

Logging into Now Support with Multi-Factor Authentication


After an Authenticator application has been configured, copy the verification code when logging into Now Support.

Note: The system time on your computer must be in the same time zone as the time on your mobile device in order for the code to work.




 
 
Reset Multi-Factor Authentication (MFA) or Pair a New Device

In case you have lost your phone or changed your device, you can log in to Now Support using the option "Receive one-time code via email"

You can also use this option to pair a new device. 

Note: You can select multiple authenticators on multiple devices at the same time. All authenticators should generate the same one-time verification code

 

  • Open Now Support 
  • Click 'Sign In' (On top right of the screen)
  • Enter your Now Support UserID and Password
    • If you don't remember your password, please click 'Forgot Password' and follow the instructions
  • Successful log-in with your Now Support User ID and password should take you to next screen to enter MFA code
  • Click the link to receive a one-time code via email
  • Click the Option "click here to receive a one time code via email" (on blue section as displayed in below screenshot)

  • You should receive the verification code to your email address
    • Verification code is sent to the email ID mentioned in your Now Support Profile
    • To update or correct the email ID, you need to reach out to the Technical Support (ITCE Administration)
  • After receiving the code, enter the 6-digit code into the 2-Factor Authentication text box
  • Click Login
  • You are logged in to Now Support View
  • Click on your name (top right of the screen)
  • Click 'My Profile'
  • Your details will be displayed
  • Click '...' (three-dots just above the place where Active and Locked-out are displayed)
  • click Multi-factor Authentication
  • Multi-Factor Authentication Setup page is displayed with a QR Code
  • Open the Authenticator on your phone (or on your computer)
  • Manually enter the 6-digit verification code on your mobile device
    • Alternatively, tap Scan Barcode and point your camera at the QR code on your computer screen
  • Click Pair Device and Login.
  • The new device is now paired and refreshes every 30 seconds.

 

 Install Authenticator in Chrome


This section describes how to install and configure the Authenticator application in Chrome.

  1. Ensure that you are running Chrome 47.0.2526.106 or higher.
  2. In a Chrome browser tab, navigate to Authenticator app's page in the Chrome Web Store
  3. Click Add to Chrome

    Add Chrome Extension



  4. In the confirmation dialog, click Add extension.

  5. Launch the Authenticator app from the Chrome App Launches menu or click '' in the upper-right corner.
  6. Click 'Edit'
  7. Click '+' to Add Authenticator Account in the bottom-left corner.
  8. Scan the QR code by dragging using mouse or trackpad
  9. MFA code is added to 'Authenticator' App
  10. Copy and paste the verification code on the instance (Now Support or HI Hop) to pair the device and log in.

 

Frequently asked questions

Q. What if I do not own a smartphone?

A. Using a smartphone is the recommended way to use MFA on Now Support. If you do not own a smartphone, you may use the Authenticator app's page in the Chrome Web Store to set up and use MFA. Download and add the extension to your Chrome browser. Then, set up an account and main password with the Chrome extension before you set up the MFA for Now Support with the extension.

Note: After you have installed the app, ensure that you have Multi-Device option selected from the Devices section in the app.

Q. What if I do not have a smartphone while logging in?

A. After the initial pairing, if you forget your smartphone or do not have a smartphone available, you can email yourself a code to log in.

Q. Can I enter the code and my password in one login screen instead of two different screens?

A. Yes. After initial setup, you can enter your password followed by the 6-digit code in the first login screen to log in.

Q. What if I need to change devices and need to re-pair or re-enter the code into a different mobile device?

A. You can browse to your user profile on Now Support by typing My Profile on the navigation search bar and clicking multi-factor authentication to get access to the code to re-enter and pair your device.

Q. What should I do if my Authenticator codes are not working (Laptop)?

A. Update the preference on your laptop to set the time automatically in order to generate the correct code.  If the time on your laptop is set manually, it could be more than a few minutes of which will cause the codes to fail.

On the next screen, the app confirms that the time has been synced and you should now be able to use your verification codes to sign in. The sync only affects the internal time of your Authenticator app and does not change the Date & Time settings on your device.

Q. Can I turn it off?

A. No, MFA is mandatory security requirements for all customer accounts in Now Support.

 

For help or questions with MFA for Now Support, please contact your ServiceNow administrator or ServiceNow Customer Support.