Can't manually login after logout the SSO URL

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

When Service Desk is configured SSO via IIS and Service Desk access type is configured as allow external authentication and validation type is EEM

users can SSO to Service Desk web interface no problem. However, when they click on logout button and try to log back in manually they get error "AHD04042: Login failed for userid(the-user-id); login timed out

 

 

Environment

CA Service Desk Manager 17.3 and higher

Resolution

Please check the NX.env file for EIAM settings like

 @NX_EIAM_HOSTNAME=<server-name>
 @NX_USE_EIAM_AUTHENTICATION=Yes
 @NX_EIAM_CERT_PASSWORD=dUJBssjrYZc3hFRYHe0xrzHtrgGvtAFzP23NKCniYMrmOMHbDqOIiQCOSAq/Xv5Q
 @NX_EIAM_APPINST_LABEL=
 @NX_USE_EIAM_ARTIFACT=Yes

If the <server-name> is empty, or the wrong EIAM server name, you will see this issue. In that case, please login to Service Desk web interface as an administrator and (re)install this option in Administration-->Options Manager-->Security and then restart Service Desk service and test.

If it still does not work, please contact Broadcom Support.

Additional Information

Configuring Single-Sign-On (SSO) for Internet Information Server (IIS) 8.x and CA Service Desk Manager (CA SDM) 17.3