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Two-Factor Authentication (2FA) for osTicket

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Two Factor Authentication (2FA) or Multifactor Authentication is the process of the authentication in which you have to provide two factors to gain the access. First Factor is the one that you know username and password and Second factor is what you might have as unique like a phone (For OTP) or Fingerprint. This additional layer prevents the unauthorized person from accessing the resources even if they know your username and password. miniOrange provides 15+ authentication methods and solutions for various use cases.

Follow the Step-by-Step Guide given below for osTicket Single Sign-On (SSO)

1. Download and Install Connector

• Download miniOrange PHP SAML 2.0 Connector from here.
• Setup the connector on the same domain where you have PHP application running.
• Access SSO connector from your browser with URL https://<connector-path>/sso
• Register into SSO connector by providing a valid email address and password.
• After registration, log in to the dashboard using the credentials you provided during registration. Click on Login

2. Configure osTicket in miniOrange

• Login into miniOrange Admin Console.
• Go to Apps and click on Add Application button.



• In Choose Application, select SAML/WS-FED from the application type dropdown.



• Search for osTicket in the list, if you don't find osTicket in the list then, search for custom and you can set up your application in Custom SAML App.

• Enter the following values:

Service Provider Name	Choose appropriate name according to your choice (E.g app1)
SP Entity ID or Issuer	Connector Entity ID from SP settings section in step 1
ACS URL X.509 Certificate (optional)	Connector ACS URL from SP settings section in step 1
NameID format	Select urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress
Response Signed	Unchecked
Assertion Signed	Checked
Encrypted Assertion	Unchecked
Group policy	Default
Policy Name	Choose appropriate name according to your choice
Login Method	Password



• Click on Save to configure osTicket.
• Now to get the IDP metadata of the app configured, Go to apps >> your_app >> select >> metadata tab.




• Click on the Show Metadata Details link in the Information required to set meiniorange as IDP section.

3. Setup SSO in connector

• Setup SSO in PHP saml connector
• To configure the php saml connector, need to add metadata values from step 2 in Identity Provider Settings.




• You can configure the SP base url or leave this option as it is.
• Click on the Submit button to save your settings.

4. Test the Configuration

• You can test if the plugin is configured properly or not by clicking on the Test Configuration button.
  
  


• You should see a Test Successful screen as shown below along with the user's attribute values.
  
  

5. Setup the connector to work with osTicket Application

To download the osTicket - Support Ticket System Click here. Once the SSO test was successful, you can provide an Application URL, to where the users will be redirected after logging in.

• To do so, click on the How to Setup? menu in SSO connector.
• Provide the url of your application where you want the users to redirect after logging in.
  NOTE: The domain of the application URL and the domain where you have setup the miniOrange PHP SAML 2.0 Connector should be same.
• On this Application Endpoint you need to read Session attributes set by SSO connector and use that to login user into your application.
  

  				if(session_status() === PHP_SESSION_NONE)
  				{
  				session_start();
  				}
  				$email = $_SESSION['email'];
  				$username = $_SESSION['username'];
  				// Use $email and $username variables to find user in your PHP application and start session for the user.
  				

  
  These Variables contain the mapped attribute values. After receiving these values using the above code, you can use the $email and $username variables in your application.
• Now that the plugin is configured, you're ready to use it in your application.
  Use the following URL as a link in your application from where you want to perform SSO:
  http://<your-domain>/sso/login.php"
  
  For Example, you can use it as:
  <a href="http://<your-domain>/sso/login.php">Log in</a>
  Your users will be able to SSO in your application by clicking on the Log in link

6. Configure 2FA for osTicket

6.1: Enable 2FA for Users of osTicket app

• To enable 2FA for Users of osTicket application. Go to Policies >> App Login Policy
• Click on Edit against the application you have configured.



• Enable the Enable 2-Factor Authentication (MFA) option.



• Click on Save.

6.2: Configure 2FA for your Endusers

• To enable 2FA/MFA for endusers, go to 2-Factor Authentication >> 2FA Options For EndUsers.
• Select default Two-Factor authentication method for end users. Also, you can select particular 2FA methods, which you want to show on the end users dashboard.
• Once Done with the settings, click on Save to configure your 2FA settings.

6.3: Enduser 2FA Setup

• Login to End-User Dashboard using end user login URL.
• For Cloud Version: The login URL (branding url) which you have set.
• For On-Premise version: The login URL will be the same as of Admin Login URL.
• Select Setup 2FA from left panel. Then select any of the 2FA method available.
• For now, we have selected the SMS >> OTP OVER SMS as our 2FA method. You can explore the guide to setup other 2FA methods here.
• Enable the OTP over SMS if you have your phone number added under your account information else click on Edit >> Click here to update your phone number link.



• In Account Information, click on edit icon.



• Select your country code, enter your mobile number, and click Send OTP.



• Enter the OTP sent to your phone and click Validate.



• After adding your phone number, turn on the toggle to activate OTP over SMS.



• Now Enable 2 Factor Authentication toggle if not done before as shown below.

7. Test osTicket 2FA

a. If 2FA for for End-user is configured

• Go to your osTicket Domain. It will redirect you to miniOrange Single Sign-On Service console.



• Enter your login credentials, and click on login. It will prompt to verify yourself against the configured 2fa method.
  e.g. If you have configured OTP over SMS, after login into osTicket it will prompt for OTP.



• Enter the OTP received in your phone, after successful 2fa verification, you will be redirected to the osTicket dashboard.

b. If 2FA for end-user is not enabled

• You will be prompted to register for 2Fa for end-user. It's a one time process.
• Configure your basic details.



• Configure any authentication method of your choice.



• After successful registration, you will be logged in to your osTicket account.


Not able to configure or test MFA?


Contact us or email us at idpsupport@xecurify.com and we'll help you setting it up in no time.

8. Adaptive Authentication with osTicket

A. Restricting access to osTicket with IP Blocking

You can use adaptive authentication with osTicket Single Sign-On (SSO) to improve the security and functionality of Single Sign-On. You can allow a IP Address in certain range for SSO or you can deny it based your requirements and you can also challenge the user to verify his authenticity. Adaptive authentication manages the user authentication bases on different factors such as Device ID, Location, Time of Access, IP Address and many more.

You can configure Adaptive Authentication with IP Blocking in following way:

• Login to Self Service Console >> Adaptive Authentication.
• Add a Policy Name for your Adaptive Authentication Policy.



• Select your Action for behavior Change and Challenge Type for user from the Action for behavior Change Section.





Action for behavior Change Options :




Attribute	Description
Allow	Allow user to authenticate and use services if Adaptive authentication condition is true.
Challenge	Challenge users with one of the three methods mentioned below for verifying user authenticity.
Deny	Deny user authentications and access to services if Adaptive authentication condition is true.




Challenge Type Options :




Attribute	Description
User second Factor	The User needs to authenticate using the second factor he has opted or assigned for such as OTP over SMS PUSH Notification OTP over Email And 12 more methods.
KBA (Knowledge-based authentication)	The System will ask user for 2 of 3 questions he has configured in his Self Service Console. Only after right answer to both questions user is allowed to proceed further.
OTP over Alternate Email	User will receive a OTP on the alternate email he has configured threw Self Service Console. Once user provides the correct OTP he is allowed to proceed further.



• Now Enable Enable IP Restriction option from the IP RESTRICTION CONFIGURATION section to configure custom IP range.



• Select the Action you want to perform if the IP address is out of the range. i.e. Allow, Challenge & Deny.
• Specify the IP Address range for which you want above setting to reflect. You can add more than one IP Address ranges by clicking on following button +.
• Scroll to the end and click on save.

B. Adaptive Authentication with Limiting number of devices.

Using Adaptive Authentication you can also restrict the number of devices the end user can access the Services on. You can allow end users to access services on a fixed no. of devices. The end users will be able to access services provided by us on this fixed no. of devices.

You can configure Adaptive Authentication with Device Restriction in following way


• Login to Self Service Console >> Adaptive Authentication.
• Add a Policy Name for your Adaptive Authentication Policy.
• Select your Action for behavior Change and Challenge Type for user from the Action for behavior Change Section.




• Scroll down to Device Configuration section and enable Allow User to Register Device option to allow users to register their devices.
• Enter the Number of Devices which are allowed to register in field next to Number of Device Registrations Allowed
• Choose Action if number of devices exceeded (This will override your setting for Action for behavior Change.)
1. Challenge: The user needs to verify himself using any of the three methods mentioned in table in step 8.1
2. Deny : Deny users access to the system
• Enable option Send email alerts to Users if number of Device registrations exceeded allowed count if you want to alert the user about no of devices exceeding the limit. Save the configuration.

C. Add Adaptive Authentication policy to osTicket.

• Login to Self Service Console >> Policies.
• Click on Edit option for predefined app policy.



• Set your application name in the Application and select password as Login Method.
• Enable Adaptive Authentication on Policy page and select the required restriction method as an option.
• From Select Login Policy dropdown select the policy we created in last step and click on save.

D.Notification and Alert Message.

This section handles the notifications and alerts related to Adaptive Authentication.It provides the following options :

• Get email alerts if users login from unknown devices or locations : Admin need to enable this option to enable receiving alerts for different alert options.
  
  
  

Option	Description
Challenge Completed and Device Registered	Enabling this option allows you to send an email alert when an end-user completes a challenge and registers a device.
Challenge Completed but Device Not Registered	Enabling this option allows you to send an email alert when an end-user completes a challenge but do not registers the device.
Challenge Failed	Enabling this option allows you to send an email alert when an end-user fails to complete the challenge.






• Next subsection is Send email alerts which allows us to enable or disable alerts for admin and end-users. To enable alerts for admins, you can enable the “Administrators” switch button.




• In case you want multiple admins accounts to receive alerts then you can enable the option for admin and then enter the admin emails separated by a ‘,’ in the input field next to Administrators email to receive alerts label. To enable alerts for the end-users, you can enable the “End Users” switch button.
• In case you want to customize the deny message that end user receive in case his authentication denied due to adaptive policy, you can do this by entering the message inside “Deny message for Adaptive Authentication” text box.


How to add a trusted Device

1. When End-user log in to the self service console after the policy for device restriction is on, he is provided the option to add the current device as a trusted device.

External References

• https://www.miniorange.com/two-factor-authentication-(2fa)
• See our Single Sign On features.
• Configure Two-Factor Authentication (2FA) for Nextcloud