Duo Single Sign-On for Ivanti Cherwell Service Management

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 Ivanti Cherwell Service Management 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 Ivanti Cherwell Service Management.

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 Ivanti Cherwell Service Management. Duo checks the user, device, and network against an application's policy before allowing access to the application.

Configure Single Sign-On

Before configuring Ivanti Cherwell Service Management 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 Ivanti Cherwell Service Management application in Duo.

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

3. Ivanti Cherwell Service Management 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

The Duo Ivanti Cherwell Service Management application supports the Universal Prompt by default, so there's no additional action required on your part to start using the newest authentication experience.

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. Universal Prompt is already activated for new Ivanti Cherwell Service Management applications at creation.

The "Universal Prompt" area of the application details page shows that this application's status is "Activation complete", 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" both here and on the Universal Prompt Update Progress report.

For the time being, you may change this setting to Show traditional prompt to use the legacy experience. Keep in mind that support for the traditional Duo prompt ended for the majority of applications in March 2024. This option will be removed in the future.

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 Ivanti Cherwell Service Management for SSO

To enable Ivanti Cherwell Service Management for SSO, do the sections below in the order they appear.

Initial Steps

1. Your Cherwell server base URL was configured during the Cherwell Service Management (CSM) Administrator installation. Make note of your Cherwell server base URL. You will need it later.

   Example: https://MyServer.

2. Log into the CSM Administrator.

3. In the left menu sidebar, navigate to Categories → Blueprints. The "Blueprints" page opens.

4. Click Create a new Blueprint.

5. In the top menu bar of your CSM Administrator window, navigate to Tools → Edit SAML settings. The "SAML Settings" pop-up window opens.

Configure the Identity Provider

1. In the left menu sidebar of the "SAML Settings" pop-up window, click Identity Provider. The "SAML Identity Provider Settings" page opens.

2. Return to the Duo Admin Panel. Under "Downloads", click Download XML.

3. Return to the CSM Administrator "SAML Settings" pop-up window. At the bottom of the "SAML Identity Provider Settings" page, click Import Metadata and open the XML file you downloaded from Duo earlier.

4. Click the E-mail address radio button.

5. Click the Response and Assertions checkboxes.

Configure the Service Provider

1. In the left menu sidebar of the "SAML Settings" pop-up window, click Service Provider. The "SAML Service Provider Settings" page opens.

2. Enter the Cherwell server base URL you noted earlier into the Entity URL field. Type /eid at the end of the URL.

   Example: https://MyServer/eid

3. Enter the Cherwell server base URL you noted earlier into the Cherwell web service URL field. Type /CherwellAPI at the end of the URL.

   Example: https://MyServer/CherwellAPI

4. Enter the Cherwell server base URL you noted earlier into the Cherwell default startup URL field. Type /CherwellClient or /CherwellPortal at the end of the URL.

   Example: https://MyServer/CherwellClient or https://MyServer/CherwellPortal

5. Click the from server radio button.

6. Click the SHA-256 radio button.

7. Click Import.

8. Click Export Metadata.

9. Return to the Duo Admin Panel. Under "Service Provider", click Choose File and open the metadata file you downloaded from the CSM Administrator earlier.

Save the Configuration

1. In the Duo Admin Panel, scroll down to the bottom of the page and click Save.

2. Return to the CSM Administrator "SAML Settings" pop-up window. At the bottom of the "SAML Service Provider Settings" page, click OK.

3. In the left menu sidebar, navigate to Blueprints → Save Blueprint to disk.

Publish the Blueprint

1. In the left menu sidebar, navigate to Blueprints → Publish Blueprint. The "Publish Options" pop-up window opens.

2. Keep all settings at the default values and click Publish. The "Operation in Progress" pop-up window opens.

3. During the publishing operation, the "Cherwell Service Management" pop-up window opens to confirm the scan was successful. Click OK. The "Operation in Progess" pop-up window reopens and the publishing operation continues.

4. After the publishing operation, the "Cherwell Service Management" pop-up window opens to confirm the Blueprint has been published. Click Close.

Learn more about Ivanti Cherwell Service Management SSO at Ivanti Product Documentation.

Using SSO

You can log on to Ivanti Cherwell Service Management by navigating to your Ivanti Cherwell Service Management SSO page e.g., https://MyServer/CherwellClient or https://MyServer/CherwellPortal. You will be automatically 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 Ivanti Cherwell Service Management to complete the login process.

* Universal Prompt experience shown.

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

Congratulations! Your Ivanti Cherwell Service Management 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 Ivanti Cherwell Service Management 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.