Using Single sign-on (SSO) to customize your end-users' knowledge base, email templates, and ticket forms

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12 Comments

  • Steve Thompson
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    Is there any way to eliminate the drop down menu to select the Ticket Form?  I only have two Ticket Forms in the system.  One that is specific for one of our organizations and the other is our general purpose ticket.  So basically if you are part of said organization you'll only ever see the one form and vice versa for the general purpose ticket for individual users which makes the drop down irrelevant.

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  • James Sanford
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    Hey Steve!

    Although this guide (https://support.zendesk.com/hc/en-us/articles/206977397) references multiple brands the concepts outlined here should still be applicable to your request. If you have further questions about the processes outlined in the article I've linked here I would recommend commenting there!

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  • Jeff Walker
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    Is there any way to use the method above to restrict Customers' ability to attach files to tickets? i.e. One ticket form would allow attachments, but the other would not.

    Thanks

    Jeff. 

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  • Jessie Schutz
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    Hey Jeff! Welcome to the Community!

    It may be possible to do this with JS...I'm not sure whether it's something you'd be able to do on a per-form basis or not, though. I'm going to see if any of the coding gurus amongst our Moderators have any insight into this for you!

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  • Jeff Walker
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    Hi Jessie. 

    I know it's been awhile, but were ever able to find someone who could address my question?

    thanks,

    Jeff. 

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  • Patrick Bosmans
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    Hey Jeff,

    I was able to find some example JS that you could use to restrict access for certain users in the ServiceNow community. Along with that link, this community post should also help: Hiding attachment/system fields on ticket form

    We apologize for the delay in our response, and hopefully these links help!

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  • Jeff Walker
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    Hi Patrick. 

    Unfortunately, the link to ServiceNow resulted in the following error message: 

    The content you requested cannot be displayed right now. It may be temporarily unavailable, the link you clicked on may have expired, or you may not have permission to view this page.

    Would it be possible for you to provide the JS that you were referring to?

    The other article was helpful.

    Thanks

    Jeff. 

     

     

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  • Patrick Bosmans
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    Jeff,

    Try this direct link, https://community.servicenow.com/community?id=community_question&sys_id=7edb4be1db9cdbc01dcaf3231f96194d.

    This should allow you access to view the post.

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  • Allison S
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    Hi There, 

    Good read! I do have a question and would love to hear some input. Our company currently has two apps so our end-users choose support from #1 or #2. Our ticket forms vary slightly between the two. 

    The difficulty that our Support Team faces is that our users do not utilize an email so SSO is not an option. However, we now offer SMS support so would we be able to utilize this feature? 

     

    Any insight would be greatly appreciated! Thanks.

    Allison

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  • Jenni K.
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    Hi Allison, 

    I'm afraid that email would still be required for setting up SSO, as currently there wouldn't be an option to authenticate with just a phone number. The SSO/JWT options do require a unique identifier to be used to log in but at this time that would require an email address to use with that unique identifier. Sorry I didn't have better news about that! 

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  • Rob Roper
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    Great article! I just had a quick question - is it possible to use SAML as the SSO option to accomplish the same goals? Or only JWT?  Thanks! 

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  • Candie Baring
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    Hey there, Rroper!

    Yes, it is possible to use SAML. I found a related article you can refer to and follow on how to set that up. 

    https://support.zendesk.com/hc/en-us/articles/203663676-Enabling-SAML-single-sign-on-Professional-and-Enterprise-

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