mySupport Portal Authentication mySupport Portal Authentication
Using
a Secondary Method of mySupport Authentication
Access can be configured to be required or not required for a mySupport site:
No required authentication - customers can access all features but must enter a name and email address in order to submit or view incidents and changes; a Customer Profile record will be created after their first incident is submitted.
Required authentication for the entire mySupport site; if customer or company groups have been created, access can be limited according to group.
Required authentication for submitting and viewing incidents and changes and submitting a discussion post. If a customer has not logged in, the Reply and Create Discussion Post links will not appear and a login dialog will appear when the customer attempts to submit or view an incident or change.
A mySupport options set can be configured as Public Knowledge Only; it will only include a Knowledge page and no access settings will apply.
iSupport's application login. A mySupport login can be included in each customer’s Customer Profile record or customers can use Account Settings to link an account for authenticating automatically via Facebook or LinkedIn®. The login dialog can be configured to include a Remember Me option, Register option, and/or Forgot Password option. (The Password field in the login dialog is case sensitive). See Configuring mySupport Login Password Options for more information.
The Register option enables a customer to enter contact and login information; a Customer Profile record will be created after completion. A customer will not be able to register with the same email address and login name as another customer. Registration review can be configured; it will disable mySupport access in the customer’s Profile record and create an incident via a template.
The Forgot Password link in the Login dialog enables a customer to enter an email address to which an email will be sent with a login and a link for resetting their password. Note that a customer won’t be able to change their password if the source of their Customer Profile record is Active Directory, LDAP, or a relational database that is being synchronized with a mapped password.
The Remember Me option places a cookie on the customer’s system.
If you are using iSupport’s forms-based authentication, you can enable a CAPTCHA image with a code can be included on login-related dialogs as well as the Calendar RSVP Login and Calendar RSVP Register dialogs that appear on mySupport when authentication is not required and a customer is not logged in. Note that the code is case-sensitive.
Multi-factor authentication can be enabled to send an authentication code to a customer after login in order to access iSupport. SMS can be enabled to send an authentication code via Short Message Service (commonly known as text messaging) to the customer.
A customer’s avatar can be initially populated via Customer Profiles or Active Directory synchronization. The customer can set his/her avatar via Account Settings on a mySupport portal. The avatar will appear in discussion posts and on the Approvals tab in the Incident, Change, and Purchase Request screens if the customer is an approver in an approval cycle or a customer on an incident or change.
Microsoft® Windows-based authentication which enables support representatives to bypass the Login prompt for accessing the Desktop.
Single sign on integration which enables a third party application (such as Shibboleth and Otka) to pass user credentials so that a user can sign in to mySupport with the same credentials that they use to log into another application.
Automatic authentication via Facebook or LinkedIn; for example, if the customer is logged into Facebook, the customer will not need to enter an iSupport login.
