Strategy to allow ticket creation when SSO is down

Hi

We're looking for ideas for how to allow users to submit tickets when our authentication provider is down. Trying to have a solution that won't get abused when there is no emergency.

Thanks

Asked by Chuck Renninger on Tue 12/17/24 8:58 AM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Tue 12/17/24 9:56 AM

Hi Chuck,

The only (relatively) "sure" solution for this is either a public service request form or receiving tickets via email. Beyond that you'd have to assist people with getting signed in around SSO with local credentials, which would likely be more of a hassle than just asking them to send an email in.

Let me know if that helps or if you have any concerns.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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