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Single Sign-On Customer Login Process
Answer ID 5198   |   Last Review Date 01/22/2019

What is the process when customers login and single sign-on is enabled?

Environment:

May 2011 and newer releases, Single Sign-On (SSO)

Resolution:

The following process occurs when single sign-on is enabled for customers logging in to the RightNow Customer Portal pages.

1. A customer enters a user name and password to log in to an identity provider. When the identity provider verifies the information, the customer is logged in.

2. The identity provider displays a list of service providers, including the RightNow Customer Portal, that the customer can connect to.

3. The customer selects the customer portal.

4. The identity provider generates a signed SAML 2.0 assertion using the contact’s email address, contact record ID, login name, or a contact custom field as the assertion subject.

5. The identity provider then submits the assertion, using HTTP POST binding (since that is the only binding method Oracle Service Cloud supports), to the customer portal openlogin controller at http://<your_site>.custhelp.com/ci/openlogin/saml/. This controller calls the SSO validation and logs in contacts.

6. RightNow CX decodes the assertion, validates the customer by confirming that the assertion matches a contact record in the RightNow database, and logs the customer in on the customer portal’s Support Home page. (A redirect parameter can specify that a different page opens instead. Refer to Redirecting after login.)

Customer Single Sign-On Overview

For more information regarding Single Sign-On, refer to the documentation for your version Answer ID 5168: Documentation for Oracle Service Cloud Products.

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