Configuring Web Help Desk Single Sign-On authentication with WAFFLE

Web Help Desk allows multiple types of authentication, which includes SSO using SAML/ADFS, CAS, and Servlet (WAFFLE Authentication). WAFFLE authentication still fetches the information from AD/LDAP. This is an alternate method if SAML/ADFS is not possible.

An HTTPS and AD/LDAP connection is required before setting up SSO with WAFFLE. This procedure must be completed after each Web Help Desk update because the related binary and configuration files must reflect updates incorporated in the latest Web help Desk release. The same WAFFLE SSO configuration should work for Common Access Card (CAC) authentication as well. 
 

To configure WAFFLE with Web Help Desk 12.7.8 and later, perform the following procedures:

1. Configure Web Help Desk for WAFFLE 2.3.
2. Configure Web Help Desk for servlet authentication.
3. Stop the Web Help Desk Service.
4. Start the Web Help Desk Service.
5. Log in to Web Help Desk. 

In the following procedures, <WebHelpDesk> represents the Web Help Desk home folder. For example:
C:\Program Files\WebHelpDesk
 

Configure Web Help Desk for WAFFLE 2.3

1. Log in to the Web Help Desk server as an administrator. 
2. Download and install Web Help Desk.
3. Download Waffle 2.3 from the Github website located at: https://github.com/Waffle/waffle/releases/download/waffle-parent-2.3.0/Waffle-2.3.0.zip
4. Unzip the files to a local directory.
5. Copy the following files from the WAFFLE bin folder to the <WebHelpDesk>\bin\tomcat\lib directory:
   • caffeine-2.8.4.jar
   • jna-5.5.0.jar
   • jna-platform-5.5.0.jar
   • logback-classic-1.3.0-alpha5.jar
   • logback-core-1.3.0-alpha5.jar
   • slf4j-api-2.0.0-alpha1.jar
   • waffle-jna-2.3.0.jar
   • waffle-tomcat9-2.3.0.jar
6. Open File Explorer and navigate to <WebHelpDesk>\conf\.
7. In the conf directory, open the tomcat_web_template.xml file in a text editor (such as Notepad). 
8. Add the following code before the closing </web-app> tag:

         <filter>
             <filter-name>SecurityFilter</filter-name>
             <filter-class>waffle.servlet.NegotiateSecurityFilter</filter-class>   
             <init-param>
                 <param-name>principalFormat</param-name>
                 <param-value>fqn</param-value>
             </init-param>
            <init-param>
                 <param-name>roleFormat</param-name>
                 <param-value>both</param-value>
             </init-param>
             <init-param>
                 <param-name>allowGuestLogin</param-name>
                 <param-value>false</param-value>
             </init-param>
             <init-param>
                 <param-name>impersonate</param-name>
                 <param-value>false</param-value>
             </init-param>
             <init-param>
                 <param-name>securityFilterProviders</param-name>
                 <param-value>
                     waffle.servlet.spi.BasicSecurityFilterProvider
                     waffle.servlet.spi.NegotiateSecurityFilterProvider
                 </param-value>
             </init-param>
             <init-param>
                 <param-name>waffle.servlet.spi.NegotiateSecurityFilterProvider/protocols</param-name>
                 <param-value>Negotiate NTLM</param-value>
             </init-param>
             <init-param>    
                 <param-name>waffle.servlet.spi.BasicSecurityFilterProvider/realm</param-name>
                 <param-value>WaffleFilterDemo</param-value>
             </init-param>
           </filter>
           <filter-mapping>
               <filter-name>SecurityFilter</filter-name>
               <url-pattern>/WebObjects/*</url-pattern>
           </filter-mapping>

9. Save and close the file. 
10. Close File Explorer.

Configure Web Help Desk For Servlet Authentication

1. On your Windows desktop, click Start and maximize the SolarWinds folder.
2. Select the Web Help Desk folder.
3. Select Web Help Desk from the list of Web Help Desk shortcuts.

   The Web Help Desk application opens in a new browser window.

4. Log in as an administrator or a user with administrator privileges.
5. In the toolbar, click Setup > General > Authentication.
6. Click the Authentication Method drop-down menu and select Servlet Authentication.
7. In the Logout URL field, enter the URL that Web Help Desk should redirect to when the user logs out.

   Note: If this field is left blank, Web Help Desk will use the default logout page.

8. In the Tech Session Timeout (min) field, enter the amount of time (in minutes) that a tech or administrator session remains active without receiving any application requests. For example, for 60 minutes, enter 60.
9. In the Client Session Timeout (min) field, enter the amount of time (in minutes) that a client session remains active without receiving any application requests. For example, for 15 minutes, enter 15.
10. In the Disable Tech Session Timeouts for Open Windows field, select the check box to enable this option.
11. In the Require Authentication on External Hyperlinks field, deselect the check box to disable this option.
12. In the Application API Keys field, confirm that no API Keys are configured.
13. Click Save.
14. Click Close to exit the browser window.

Stop The Web Help Desk Service

1. In Windows, click Start > All Programs.
2. Select the Web Help Desk folder.
3. Right-click the Stop Web Help Desk shortcut.
4. Select Run As Administrator from the menu.

   The DOS Prompt Window displays. After the command is executed, go to the next step.

Start The Web Help Desk Service

1. Click Start > All Programs.
2. Select the Web Help Desk folder.
3. Right-click the Start Web Help Desk shortcut.
4. Select Run as administrator from the menu.

Log in to Web Help Desk

1. Open a supported Web browser window.
2. Navigate to https://webhelpdesk.yourdomain.com.

   Windows Security prompts for a User name and Password.

3. In the User name and Password fields, type your corresponding domain username (or email) and password.
4. Select the Remember my credentials check box, and then click OK. The Web Help Desk interface displays on your screen.