Documentation forSolarWinds Service Desk

Security and Audit

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Login Policy

This feature helps configure native login policies to enhance data protection while balancing efficiency of access for your users.

Multi-Factor Authentication

To achieve a superior level of security we offer our Enterprise accounts an additional authentication option, Multi-Factor Authentication (MFA).  This is available for all desktop and mobile applications and is used for authentication of Requesters and Agents.

When utilizing MFA administrators determine:

  • Whether all users or only specific roles will need to complete the MFA (Multi-Factor Authentication) process
  • Enabling one or more methods of authentication
    • Mobile phone
    • Email
    • Google Authentication

    By enabling all three options above, each user individually selects the method of authentication

    Important: Once you select All users or Specific roles make sure you toggle the pill to the On position.

As soon as an administrator activates the MFA process, upon next login, your users will be prompted to set up their MFA method of authentication:

  • Mobile phone
  • Email
  • Google Authentication

If you select Specific Roles however fail to specify which roles, the MFA will not be activated.

If at any time a user is unable to complete the login authentication process, due to a change in phone number or unexpected error, the administrator can reset the MFA setup via the button in the user index.

Security of your data is essential! Therefore, if your organization is already using Single Sign-On (SSO) as your authentication process, you can integrate the SSO feature with your SolarWinds Service Desk. (SSO vendors usually offer built-in MFA support, therefore SSO will supercede MFA authentication). However, the SolarWinds MFA is a highly secured login option for customers not currently utilizing SSO and does not require the services of any additional vendors.

Additional utilization of MFA would be for external users. Even if your internal team identifies upon login via SSO, if you work with outside contractors as well, they can safely login to the SolarWinds Service Desk via MFA and would not require an SSO account.

Below are the steps your users will encounter when using MFA:

Once the administrator activates the MFA process, upon first login, the user will be prompted on the user desktop and any mobile devices utilizing the Service Desk Application:

  1. The user is informed of the new authentication step and asked to enter a mobile number

  2. A code is sent to the mobile number provided and the user must enter the code (PLEASE NOTE: the code is only valid for 30 minutes, after which a new code is required)

  3. A second authentication option is via Google Authenticator, simply scan the QR code and enter the verification code provided

  4. Users will be prompted to authenticate on mobile devices as well

  5. After initial user setup of the MFA process, the user will select which method to receive a verification code.

When a user updates their mobile number on the User profile page, and MFA is active, there is a Verify button to authenticate the phone number via MFA.

Password Policy

You can utilize this feature to modify your password policies, to achieve the desired security settings for your user base.

These password policies are designed for native login only. If you are utilizing a Single Sign-on (SSO) provider, your SSO policy will supersede these password policies.

You can determine the complexity of the passwords used by both requesters and users that fall under ‘non-requesters.’

For example: 

  • Minimum number of characters (should be at least 8 characters or more)

  • Mixed capitalization

  • and include at least one number

In addition to password complexity, you can also define:

  • Password expiration timeline

  • Maximum number of invalid login attempts

  • Session timeout policies

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