SAML

Security Assertion Markup Language (SAML) is an XML based standard for exchanging authentication and authorization data between security domains. The Service Provider must enroll with an Identity Provider (IdP) and obtain an Issuer URL.

Working with SAML

An enterprise application contains a link to the AgileApps Cloud platform. When a user who has logged on to the enterprise platform clicks the link, he can automatically log in to the AgileApps Cloud platform without any additional authentication. For example, if an employee who has logged on the ABC Company corporate website clicks the link to the AgileApps Cloud platform on the landing page, he can log on to the AgileApps Cloud platform automatically without a second log in.

The following diagram explains the process:

	User	Your organization's web application	Platform	IdP
1.	Log in to a web application provided by your organization	Provides a link to the platform's SAML handler (generated by the platform when SAML is configured) Includes the desired platform target page as an argument in the link
2.	Click the link that directs to the SAML handler
3.			Send an assertion to the IdP
4.				Retrieve and validate the user's identity
5.				Send the user's identity to the platform
6.			Redirect the user to the appropriate page

Enabling SAML

Click > Administration > Account Management > Single Sign-On Settings.
Click the [Edit] button.
Choose SAML from the Single Sign-On Using drop-down list. Selecting SAML automatically displays the Platform Authentication Service URL and the Assertion Consumer Service EndPoint fields below the drop-down list.
Fill in the SAML Settings.
Click [Save].

SAML Settings

Platform Authentication Service URL

To start the SAML authentication flow, copy this URL into your browser's address bar.

Assertion Consumer Service Endpoint

This URL needs to be configured in your Identity provider.

SAML Version

The default SAML version is 2.0

Issuer

This field contains the IdP's URL. After configuring the IdP for the tenant, copy the URL and paste it in this field. This URL is the SAML-response-issuer-URL.

SAML Third Party authentication URL

This field contains a URL (IdP single sign-on URL) which is used to authenticate a user or maintain a user's credentials. You might want to configure the IdP before you fill this field.
Syntax:The URL and Port Number must be specified using a FQDN or an IP address, for example:

www.abc.com:9090

192.168.1.10

abc.def.com

SAML Request Issuer URL

This field contains a unique value which identifies the service provider, for example: http://yourCompany.agileappscloud.com.

Note: This is not a mandatory field, however the field value is required to be configured in the Identity provider to identify the AgileApps server as a unique service provider. This value needs to be identical in the Identity provider and AgileApps configuration.

User Id Type

Determines the type of identifier.
Choose either Platform User Id or Federated Id.

Platform User Id is the username of the user that is logged in, while Federated Id acts as the user's authentication across multiple IT systems or organizations.

For more information on Federated ID, see Federated Identity.

User Id Location

Specifies an attribute tag that defines the location of the User Id.
Choose either Subject or Attribute.

Attribute for User ID

Specify the IdP attribute that contains a platform User ID.

If the User ID attribute is empty or does not match an existing user, either login fails or AgileApps creates a new user based on the Create Users flag.

Enable Single Logout

Enable this if you want to provide Single Logout for the users.

Third Party Single Logout URL

You must provide the Single Logout URL provided by the Identity Provider.
Note:

SLO feature is available only for the on-premise customers.

You must enable Single Logout in your Identity Provider portal. Once you enable this, you can see the Single Logout URL on the Application Configuration page of your Identity Provider portal. You must provide the same in the Developer Configuration section of the AgileApps' Single Sign-On Settings page.

The Single Logout feature requires digitally signed requests. Whenever you log out from the AgileApps platform, a logout request is sent to your Identity Provider. The Identity Provider responds and validates the request sent by the AgileApps platform by authorizing digitally signed certificates. And the Identity Provider session also logs out as soon as you log out from AgileApps.

As SAML SLO mandates digitally signed requests, any certificates added to the trustStore are used for signing purposes. It is necessary to configure the certificate information in the networking.properties file. Provide the certificate file location for "keystoreFile" property and the certificate password for "keystorePass" property. For more information about managing SSL certificates, view the Managing SSL Certificates and Managing Digital Signature pages.
To use the SLO functionality, update the following in the networking.properties file.
keystoreFile=C:\SoftwareAG_mysql5.7\profiles\IS_default\configuration\tomcat\conf\RN\testsso.jks
keystorePass=**************==
keyAlias={{alias_name}}
single_logout=1
The certificates you use in the AgileApps platform must be configured in the Identity Provider portal with their public keys. You must provide the public certificate in the Signature Certificate field of the Identity Provider while enabling the Single Logout field.
Logout Method

Configure the logout method based on the support provided by the IDP. There are two logout methods available:
Front-Channel Logout: When a user clicks on the logout option available on the Dashboard or Configuration pages, this method utilizes browser support to forward single logout requests and receive logout responses from the IDP. The Http-Post binding method is adopted for the front-channel method.

Back-Channel Logout: This method is adopted for session management capability. When a user chooses to perform a logout from the SSO session in the session list, the AgileApps server sends a logout request to the IDP through the SOAP binding method. If session limit is reached for SSO sessions, the default and only applicable option is to "Auto logout the oldest session".

Note: Ensure that you choose the logout method supported by your IDP.

Check out the below possible scenarios for SSO and SLO with session management capability enabled.

SLO setting Session limit setting Behavior

SLO OFF Session limit OFF Only AgileApps session logout. Users can log in with any number of sessions.

SLO OFF Session limit ON The number of active AgileApps sessions is limited based on the session limit count value. When the session limit is reached, the oldest session of the user will be logged out.

SLO ON
(Front Channel) Session limit OFF No session limit. Only AgileApps session logout is applicable.

SLO ON
(Back Channel) Session limit OFF No session limit. Both IDP logout and AgileApps session logout are applicable.

SLO ON
(Front Channel) Session limit ON The number of active AgileApps sessions limited is based on the session limit count value. When the session limit is reached, the oldest AgileApps session (not IDP session) of the user will be logged out. Choosing "Logout All" will perform only session logout from AgileApps (not IDP session).

SLO ON
(Back Channel) Session limit ON The number of active AgileApps sessions limited is based on the session limit count value. When the limit is reached, both IDP logout and AgileApps session logout for the oldest session are applicable. Choosing "Logout All" will log out all IDP sessions and AgileApps sessions.

Create Users

Check this box to create a new user if AgileApps does not recognize the User ID.
Attribute for First Name - The name of the SAML attribute that designates the user's first name.

Attribute for Last Name - The name of the SAML attribute that designates the user's last name.

Attribute for Email - The name of the SAML attribute that designates the user's email address.

Default User Type - This field is used to specify the type of the user to be created.

Choose either Platform User or Site User. The platform users are regular users in the platform while the site users have the similar behavior as portal users in the platform.

When Site User is selected as the Default User in this SAML-SSO screen
a. Only the Default Team is used for user creation. Other settings like default access profile, default application, and default role will be ignored.

b. The created users will have same default settings as Access Profile (Portal User Profile) and Primary Team (Portal Users and Customers). Meanwhile, the user will also be a member of selected team in Default Team field (or any valid team-name provided through SAML attribute in ‘Attribute for Team’ field).

Attribute for User Type- This field is used to specify the user-type to be created through SAML attribute. It is SITE for Site User and PLATFORM for Platform User. You might want to send the value for this attribute in the SAML response from the IdP.

Default Team - This field is used to specify the default Team for the created user. For site users, the team will be a non-primary team.

Attribute for Team- The name of the SAML attribute that designates the user's default team. For site users, the team will be a non-primary team.

The attribute should contain a team name.

Default Access Profile - This field is used to specify the default Access Profile for the created user. It is applicable only for Platform users.

Attribute for Access Profile - The name of the SAML attribute that designates the user's access profile. It is applicable only for Platform Users.

The attribute must contain an access profile's record ID.

To get a record ID:
a. Go to GearIcon.png > Access Management > Access Profiles.

b. Modify the view to display Record ID, and copy the one you need.

Default Application - This field is used to specify the default Application for the created user. It is applicable only for Platform users.

This setting can be changed in the platform after user login.
The user can change it in their Personal Settings. The admin can do the same in the Users page.

To grant access to additional applications:
a. A user record is created for the user in the platform after login.

b. Use the Application Access page to specify the applications the user can access.

Attribute for Application - The name of the SAML attribute that designates the user's application. It is applicable only for Platform users.

The attribute should contain the application's name.

Default Role - This field is used to specify the default Role for the created user. It is applicable only for Platform users.

A user record is created for the user in the platform after login.

The user can change it in their Personal Settings. The admin can do the same in the Users page.

You can select multiple roles in this field.

Attribute for Role - The name of the SAML attribute that designates the user's role in the application. It is applicable only for Platform users.

This field can contain multiple role names separated by _::_

For example, Agent_::_Manager

_

Issuer Certificate

Issuer certificate is used to sign and verify SAML messages. The certificate should be a valid x509 issuer certificate.
Choose one of the following options:

Navigate to the Issuer Certificate section, then select and load a file containing the Issuer Certificate (recommended)

Paste the Issuer Certificate in the text area

User sync via SSO (SAML)

Overview

AgileApps now supports synchronizing user detail changes from identity providers. The following attributes are now synchronized:

User basic information
- First name
- Last Name
- Email address
Single or multiple Team updates in identity provider.
Single or multiple role updates in identity provider.

Role and Team Sync

For the user sync to function properly, the role and team should be delimited with the following character set _::_

Note:

User sync is applicable only when Create User checkbox is enabled.
Multiple team synchronization is supported through team attributes. However, a single team can be selected as default team in UI.
User Sync will only be applicable for the users created through SSO flow, and not for the users created with REST API or UI flow.
The primary team for the SSO Site users should always be Portal Users and Customers and the remaining teams will be assigned as secondary teams.
Roles will not be synchronized for the SSO Site users.
For SSO Platform users the first team provided in the SAML response will become the primary team, and the remaining teams will be assigned as secondary teams.
During the user creation, the default User Type, Role, Team, Application and Access Profile are considered if
- The corresponding Attributes for the fields are empty or
- The value of the attribute is empty from the identity provider or
- The system does not find the corresponding value into the System database.
The user sync for Teams and Roles will follow an override approach. The existing teams or roles for this user will be removed and the new teams / roles will be added which are provided as value in the corresponding attributes from Identity Provider.
User sync will not succeed if the provided teams or roles in SAML attributes, do not exist in AgileApps.
- In these circumstances when user sync fails, open the browser's console and look for the response header SSOErrorMessage in order to analyze the fault.

Using SAML

To use single sign-on with SAML, create links that directs you to the platform's SAML handler and pass the desired destination page as an argument.

To create a link to the platform in your enterprise application:

Copy the SAML link generated as the Platform Authentication Service URL while configuring SAML
Add a done= argument to the link that specifies the target page in the platform

To create the done= argument:

Go to the standard initial page using
```
 servicedesk/index.jsp
```
Go to the page that you want to target.
Copy the URL from the browser's address bar.
For old UI, edit the URL to remove
```
 https://{{domain}}/networking/
```
Add the remaining as the value for done= parameter.

For example: servicedesk/index.jsp#_a87199395ac14d01b3402a7915c0ff78/245418134 or pages/TestPage.jsp

Note: For the New UI redirection support, you need to mention the entire URL as the value of done parameter.

For example:

 https://{serviceDomain}/agileapps/records/detail/cases/558782450

URL encode the link

For more information, see URL Encoding.

So, the complete URL used to access AgileApps through SSO would look like:

Old UI:

 https://{serviceDomain}/networking/saml/ssoRequest?ticket=cnpkkccqsqscnp&done=servicedesk%2Findex.jsp%23_a87199395ac14d01b3402a7915c0ff78%2F245418134

New UI:

 https://{serviceDomain}/networking/saml/ssoRequest?ticket=cnpkkccqsqscnp&done=https%3A%2F%2F{serviceDomain}%2Fagileapps%2Frecords%2Fdetail%2Fcases%2F558782450

Important Notes

AgileApps supports authentication for Platform Users and Site Users through any IdP like Azure AD, OKTA, OAM, PING, and so on
If the user doesn't exist in AgileApps, a new user can be created by selecting Create Users check box and configuring the AgileApps-SSO-SAML screen
AgileApps has an option for creating Platform Users and Site Users using the pre-stored attributes or parameters in the IdP
Any unique name or ID provided as an attribute value in the 'Attribute for User ID' field in AgileApps-SSO screen is the username of the newly created user
Any Attribute value sent from the IdP should contain Names instead of IDs, for example, Application Name, Team Name, Access Profile Name, and Role Name
The default field value in SSO screen will be overridden with the corresponding attribute values if a valid attribute value is provided through the IdP
First Name, Last Name, Email, and Username fields are read-only fields for the users created in AgileApps through SSO-SAML because the IdP will only be the source of identity for such users, hence these identification must not be modified from any other source except the IdP.

Note: The basic user information is synchronized during the login process through SSO. For more details, see User sync via SSO (SAML)

The users created in AgileApps through SSO cannot reset their password

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