Service Portal Auto Redirect IdP is broken - Support and Troubleshooting

Service Portal Auto Redirect IdP is broken Issue When you hit the URL: https://XYZ.service-now.com/sp in your browser, it will NOT auto-redirect to the SSO login page and instead it will stay on the portal login page However, if you hit url https://XYZ.service-now.com/ it will redirect to the SSO login page. so, this issue is specific to portal page.

Verify the following system properties as well:

glide.authenticate.external.logout_redirect set to to external_logout_complete.do glide.authenticate.external is false glide.authenticate.failed_redirect is set to logout_success.do glide.authenticate.multisso.enabled-true glide.authenticate.sso.redirect.idp- glide.login.home-/now/nav/ui/home

Public Page: $sp is true https://XYZ.service-now.com/sys_public_list.do?sysparm_query=page%3D%24sp&sysparm_first_row=1&sysparm_view=

See SPEntryPage script include is not customised.

Symptoms When you hit the portal URL: https://XYZ.service-now.com/sp in your browser, it will NOT auto-redirect to the SSO login page

Release All

Cause Please NOTE that this is the case only if there is no custom URL used in your instance as per link below:

https://XYZ.service-now.com/now/nav/ui/classic/params/target/custom_url_list.do

When there are no custom URLs configured or present in the above URL, and still the system property glide.customurl.enabled is set to true will cause the issue.

Resolution Set System Property glide.customurl.enabled to false ONLY when no custom URL is used in the instance as per the cause mentioned above. (First, you can set it to false if it is a test instance, and see if that works!)

Note: Please do not make changes to the property glide.customurl.enabled unless you are very sure there is no custom URL used in the instance.