We use Zoho’s Servicedesk Plus, and in a recent upgrade, ran into an issue with getting single sign on (SSO) working. Perhaps someone else can benefit from our experience.

We were not using AD integration or SSO prior to moving to 7602 (from 7.5.x).

Initially, in the Domain Scan and Active Directory settings, I had entered our domain in the post 2000 format… ie domain.com. Turns out that doesn’t work. I had to switch back to our pre 2000 domain name.

I made the mistake the first time of filling the Computer Account with the name of the computer ServiceDesk was installed on. This replaced the actual computer account for that computer, causing issues. Use a new name that will never be used by any existing or new computer account.

When entering info into the Pass Through Authentication section, it would give warning/link messages, the first about computer account not being made, the second about setting the password. I checked and the computer account was made, so i ignored the errors. I shouldn’t have. I had to use the second link to set the password to match what I entered on the Pass Through Authentication page. Run this on the domain controller.

Restart the servicedesk service.

Ensure IE has the web address of your servicedesk server entered in as a site in the Local Intranet under Security.

If using firefox, type about:config in the URL box. Then search for:
network.automatic-ntlm-auth.trusted-uris
Double click and enter the web address(es) prefixed by http(s)://. If you have multiple URLs, separate them with a comma (,).

Completely exit/restart the web browser.

In our experience (and I did do reinstalls/tests several times), following the above steps worked reliably. Hope this helps.

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