Logging In and Out

iSupport Authentication Methods

Methods for authenticating to the iSupport Desktop include:

• iSupport’s application login. Your user name and password are set up in your Support Representative Profile record, and you can change your password via the Preferences option. A Forgot Password link, password expiration after a specified number of days, a previous password check with a specified number of previous passwords, and minimum password requirements can be configured via the Rep Security screen in the Configuration module. You can also force a password reset for all support representatives and enter text to appear at the bottom of the login dialog. In the Login dialog, use the Reset button to clear the User Name and Password fields.

  

Note: The Password field in the Login dialog is case sensitive. Selecting Out will exclude (for routing purposes) a support representative from all of the groups in which the support representative is assigned. However, it will not prevent assignment if a support representative is the default owner of incidents submitted via a mySupport portal, an incident or change (if enabled) template, or email-submitted incidents.

• Microsoft® Windows-based authentication which enables support representatives to bypass the Login prompt for accessing the Desktop. It will apply to all support representatives.

• Single sign on integration. Administrators can use the Options and Tools| Integrate | Single Sign On Integrations screen to enable a third party application (such as Shibboleth and Otka) to pass user credentials so that a user can sign in to mySupport or the iSupport Desktop with the same credentials that they use to log into other applications.

• CAPTCHA. Login-related dialogs will include a CAPTCHA image with a code that the user will be required to enter after logging in, for access to the Rep Desktop.

• Multi-factor authentication. An authentication code sent to a support representative after login in order to access iSupport.