Submit a ticketCall us

Systems Monitoring for Dummies
Our new eBook will teach you the fundamentals and help you create monitors and alerts that are effective, meaningful, and actionable. Monitoring is more than a checkbox on your to-do list. This free eBook will give you practical advice to help you succeed in all aspects of monitoring – discovery, alerting, remediation, and troubleshooting. Don’t miss out on this indispensable resource for newbies, experienced IT pros, and everyone in between. Register Now.

Home > Success Center > Web Help Desk (WHD) > Unable to open Web Help Desk after setting up SAML

Unable to open Web Help Desk after setting up SAML

Issue

After entering WHD authentication details into Security Assertion Markup Language (SAML), saving those changes, and logging out of WHD, you cannot open the WHD Administrator Console. 

Cause

Incorrect configuration prevents you from accessing the login page. 

Solution

Perform one of the following procedures.

Reset the authentication type

  1. Log in to Web Help Desk by appending the following to the login URL:
    ?username=<username>&password=<password>
    where <username> and <password> are your username and password.
    For example:
    http://mydomain.com/helpdesk/WebObje...ord=admin&id=1
  2. Click Setup > General > Authentication.
  3. Select Web Help Desk as your authentication method.
  4. Click Save.

Update the Web Help Desk database

  1. Open your Web Help Desk database. 
  2. Update the PREFERENCE setting to:
    EXTERNAL_AUTH_PARAM_TYPE = 0
  3. Run the following SQL query to verify your settings:
    select EXTERNAL_AUTH_PARAM_TYPE from PREFERENCE.
Last modified

Tags

Classifications

Public