Duo Single Sign-On for ManageEngine ServiceDesk Plus

Overview

As business applications move from on-premises to cloud hosted solutions, users experience password fatigue due to disparate logons for different applications. Single sign-on (SSO) technologies seek to unify identities across systems and reduce the number of different credentials a user has to remember or input to gain access to resources.

While SSO is convenient for users, it presents new security challenges. If a user's primary password is compromised, attackers may be able to gain access to multiple resources. In addition, as sensitive information makes its way to cloud-hosted services it is even more important to secure access by implementing two-factor authentication and zero-trust policies.

About Duo Single Sign-On

Duo Single Sign-On is our cloud-hosted SSO product which layers Duo's strong authentication and flexible policy engine on top of ManageEngine ServiceDesk Plus logins. Duo Single Sign-On acts as an identity provider (IdP), authenticating your users using existing on-premises Active Directory (AD) or another SSO IdP. Duo SSO prompts users for two-factor authentication and performs endpoint assessment and verification before permitting access to ManageEngine ServiceDesk Plus.

Duo Single Sign-On is available in Duo Premier, Duo Advantage, and Duo Essentials plans, which also include the ability to define policies that enforce unique controls for each individual SSO application. For example, you can require that Salesforce users complete two-factor authentication at every login, but only once every seven days when accessing ManageEngine ServiceDesk Plus. Duo checks the user, device, and network against an application's policy before allowing access to the application.

Configure Single Sign-On

Before configuring ManageEngine ServiceDesk Plus with Duo SSO using Security Assertion Markup Language (SAML) 2.0 authentication you'll first need to enable Duo Single Sign-On for your Duo account and configure a working authentication source.

Once you have your SSO authentication source working, continue to the next step of creating the ManageEngine ServiceDesk Plus application in Duo.

Create the ManageEngine ServiceDesk Plus Application in Duo

1. Log on to the Duo Admin Panel and navigate to Applications.

2. Click Protect an Application and locate the entry for ManageEngine ServiceDesk Plus with a protection type of "2FA with SSO hosted by Duo (Single Sign-On)" in the applications list. Click Protect to the far-right to start configuring ManageEngine ServiceDesk Plus. See Protecting Applications for more information about protecting applications in Duo and additional application options. You'll need the information on the ManageEngine ServiceDesk Plus page under Downloads later.

3. ManageEngine ServiceDesk Plus uses the Mail attribute when authenticating. We've mapped the <Email Address> bridge attribute to Duo Single Sign-On supported authentication source attributes as follows:

   Bridge Attribute	Active Directory	SAML IdP
   <Email Address>	mail	Email

   If you are using a non-standard email attribute for your authentication source, check the Custom attributes box and enter the name of the attribute you wish to use instead.

4. You can adjust additional settings for your new SAML application at this time — like changing the application's name from the default value, enabling self-service, or assigning a group policy.

5. Keep the Duo Admin Panel tab open. You will come back to it later.

Duo Universal Prompt

The Duo Universal Prompt provides a simplified and accessible Duo login experience for web-based applications, offering a redesigned visual interface with security and usability enhancements.

Universal Prompt	Traditional Prompt

We've already updated the Duo ManageEngine ServiceDesk Plus application hosted in Duo's service to support the Universal Prompt, so there's no action required on your part to update the application itself. If you created your ManageEngine ServiceDesk Plus application before March 2024, you can activate the Universal Prompt experience for users from the Duo Admin Panel. ManageEngine ServiceDesk Plus applications created after March 2024 have the Universal Prompt activated by default.

If you created your ManageEngine ServiceDesk Plus application before March 2024, it's a good idea to read the Universal Prompt Update Guide for more information, about the update process and the new login experience for users, before you activate the Universal Prompt for your application.

Activate Universal Prompt

Activation of the Universal Prompt is a per-application change. Activating it for one application does not change the login experience for your other Duo applications.

The "Universal Prompt" area of the application details page shows that this application is "Ready to activate", with these activation control options:

• Show traditional prompt: Your users experience Duo's traditional prompt via redirect when logging in to this application.
• Show new Universal Prompt: (Default) Your users experience the Universal Prompt via redirect when logging in to this application.

The application's Universal Prompt status shows "Activation complete" here and on the Universal Prompt Update Progress report.

Should you ever want to roll back to the traditional prompt, you can return to this setting and change it back to Show traditional prompt. However, this will still deliver the Duo prompt via redirect, not in an iframe. Keep in mind that support for the traditional Duo prompt ended for the majority of applications in March 2024.

Universal Update Progress

Click the See Update Progress link to view the Universal Prompt Update Progress report. This report shows the update availability and migration progress for all your Duo applications. You can also activate the new prompt experience for multiple supported applications from the report page instead of visiting the individual details pages for each application.

Enable ManageEngine ServiceDesk Plus for SSO

1. Log into your ManageEngine ServiceDesk Plus account as an administrative user. If you don't have an account, click Administrator on the login page.

   

2. Click the Admin icon in the top right corner of the page.

3. Under "Users & Permission", click SAML Single Sign On.

4. Click the Configuration tab.

5. Under "Service Provider Details", copy the Entity ID and paste it into the Duo Admin Panel Entity ID field.

6. Return to the ManageEngine ServiceDesk Plus "SAML Single Sign On" page. Copy the Assertion Consumer URL and paste it into the Duo Admin Panel Assertion Consumer URL field. Make note of the domain and port number, which are highlighted in the image below. You will need them later.

   

7. In the Duo Admin Panel, copy the Login URL and paste it into the ManageEngine ServiceDesk Plus Login URL field under "Configure Identity Provider Details".

   

8. Return to the Duo Admin Panel. Under "Downloads", click Download certificate.

9. Scroll to the bottom of the page and click Save.

10. Return to the ManageEngine ServiceDesk Plus "SAML Single Sign On" page. Under "Configure Identity Provider Details", click the Name ID Format drop-down menu and select Email Address.

11. Click the Algorithm drop-down menu and select RSA_SHA256.

12. Click Choose File. Open the certificate file you downloaded from Duo earlier.

13. Under "Default Field", enter a unique name into the Login Name field.

14. Click Save.

15. Scroll to the top of the page and click the Enable SAML Single Sign-On? toggle switch to Enabled.

Learn more about ManageEngine ServiceDesk Plus SSO at ManageEngine ServiceDesk Plus Support.

Using SSO

You can log on to ManageEngine ServiceDesk Plus by navigating to your ManageEngine ServiceDesk Plus SSO page, which is the domain and port number you noted eariler e.g., https://YOURDOMAIN1234:4444. Click Log in with SAML Single Sign On to be redirected to Duo Single Sign-On to begin authentication.

Active Directory Login

With Active Directory as the Duo SSO authentication source, enter the primary username (email address) on the Duo SSO login page and click or tap Next.

Enter the AD primary password and click or tap Log in to continue.

Enable Duo Passwordless to log in to Duo SSO backed by Active Directory authentication without entering a password in the future.

SAML Login

With another SAML identity provider as the Duo SSO authentication source, Duo SSO immediately redirects the login attempt to that SAML IdP for primary authentication. Users do not see the Duo SSO primary login screen.

Duo Authentication

Successful verification of your primary credentials by Active Directory or a SAML IdP redirects back to Duo. Complete Duo two-factor authentication when prompted and then you'll return to ManageEngine ServiceDesk Plus to complete the login process.

* Universal Prompt experience shown.

You can also log into ManageEngine ServiceDesk Plus using Duo Central, our cloud-hosted portal which allows users to access all of their applications in one spot. Link to ManageEngine ServiceDesk Plus in Duo Central by adding it as an application tile. Once the tile has been added, log into Duo Central and click the tile for IdP-initiated authentication to ManageEngine ServiceDesk Plus.

Congratulations! Your ManageEngine ServiceDesk Plus users now authenticate using Duo Single Sign-On.

See the full user login experience, including expired password reset (available for Active Directory authentication sources) in the Duo End User Guide for SSO.

Enable Remembered Devices

To minimize additional Duo two-factor prompts when switching between ManageEngine ServiceDesk Plus and your other Duo Single Sign-On SAML applications, be sure to apply a shared "Remembered Devices" policy to your SAML applications.

Troubleshooting

Need some help? Try searching our Knowledge Base articles or Community discussions. For further assistance, contact Support.