Duo Single Sign-On for Remedyforce

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 Remedyforce 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 Remedyforce.

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 Remedyforce. Duo checks the user, device, and network against an application's policy before allowing access to the application.

Configure Single Sign-On

Before configuring Remedyforce 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 Remedyforce application in Duo.

Create the Remedyforce 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 Remedyforce 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 Remedyforce. See Protecting Applications for more information about protecting applications in Duo and additional application options. You'll need the information on the Remedyforce page under Downloads later.

3. Remedyforce 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 Remedyforce 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 Remedyforce application before March 2024, you can activate the Universal Prompt experience for users from the Duo Admin Panel. Remedyforce applications created after March 2024 have the Universal Prompt activated by default.

If you created your Remedyforce 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.

Remedyforce Custom Domain Requirement

Remedyforce SSO requires a custom domain. If you don't already have a domain for your organization, create one.

1. Log on to your Remedyforce site as an administrator.

2. If you're using the Salesforce Classic UI, navigate to Domain Management → My Domain. If you're using the Salesforce Lightning Experience UI, navigate to Setup → Settings → Company Settings → My Domain.

3. Enter a subdomain name, check for availability, and click Register Domain.

4. When your domain name becomes available, log out and back in as an administrator using your new domain. Navigate back to the "My Domain" page and click the Deploy to Users button.

For more information about creating a custom domain see Remedyforce's Domain Management articles.

Enable Remedyforce for SSO

1. In your Remedyforce account page, click the Setup icon in the upper right corner of the screen and then click Setup.

2. In the Quick Find search bar on the left side of the screen, type "Single". Click Single Sign-On Settings in the left menu sidebar search results.

3. Click New next to "SAML Single Sign-On Settings".

4. Enter a unique name into the Name and API Name fields.

5. Return to the Duo Admin Panel. Copy the Issuer URL and paste it into the Issuer field in Remedyforce.

   

6. In your Remedyforce account page, copy your unique Salesforce Lightning URL in your web address bar and paste it into the Entity ID field.

   Example: https://12345678901234567.lightning.force.com/

7. Return to the Duo Admin Panel. Click Download certificate next to "Identity Provider Certificate" under Downloads on the details page for your application in the Duo Admin Panel to download the Duo Single Sign-On signing certificate.

8. Return to your Remedyforce account page and click Choose File next to "Identity Provider Certificate". Navigate to and upload the Remedyforce certificate file.

9. Click the Assertion contains the Federation ID from the User object radio button next to "SAML Identity Type".

10. Return to the Duo Admin Panel. Copy the Identity Provider Login URL and paste it into the Identity Provider Login URL field in Remedyforce.

11. Return to the Duo Admin Panel. Copy the Identity Provider Logout URL and paste it into the Custom Logout URL field in Remedyforce.

    

12. In your Remedyforce account page, click Save.

13. Click Setup in the upper right corner of the screen.

14. In the Quick Find search bar on the left side of the screen, type "Domain". Click My Domain in the left menu sidebar search results.

15. Scroll down to "Authentication Configuration" and click Edit.

16. Check the Login Form and your unique name checkboxes under "Authentication Service" and click Save.

    

17. In the left menu sidebar, click Manage Users and then click Users.

18. Click your created user under the Full Name column and then click Edit.

19. Scroll down to "Single Sign On Information" and enter your Duo Security IdP login ID into the Federation ID field.

    Example: jsmith.login.duosecurity.com

    

20. Click Save.

21. In the left menu sidebar, click Security Controls and then click Single Sign-On Settings.

22. In the Name column, click your account name.

23. Copy the Entity ID URL and paste it into the Entity ID field in the Duo Admin Panel.

24. Return to your Remedyforce account page and scroll down to "Endpoints". Copy the Login URL and paste it into the Login URL field in the Duo Admin Panel.

25. In the Duo Admin Panel, scroll down and click Save.

Learn more about Remedyforce SSO at BMC Support Central.

Using SSO

You can log on to Remedyforce by navigating to your Remedyforce SSO page e.g., https://123456789012345678.my.salesforce.com/. Click Log in with your name 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 Remedyforce to complete the login process.

* Universal Prompt experience shown.

You can also log into Remedyforce using Duo Central, our cloud-hosted portal which allows users to access all of their applications in one spot. Link to Remedyforce 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 Remedyforce.

Congratulations! Your Remedyforce 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 Remedyforce 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.