Audience: Franklin University members with active accounts.
Disclaimer: The results and functionality of the following article only apply to the audience listed above.
ServiceDesk is our request tracking application used by groups such as IT, course designers, facilities and more.
Starting April 21, 2025, those accessing ServiceDesk as a technician or as a requestor will see a new log in experience.
Change 1 – New Login Screen
1. The log in screen will look a little different. You will be presented with options as shown below. When presented with this screen, press the Log in with SAML Single Sign On button.
- If you attempt to log in with your credentials (option shown as x-ed out below) instead of using the SAML button (squared in green), authentication will fail.
2. If presented with this screen, enter your full email address and press Next.
- Staff/faculty/adjuncts format: [firstname.lastname]@franklin.edu
- Students format: [username]@email.franklin.edu
3. Then, you will be taken to the standard login page as expected for many other Franklin University applications such as online email. Here you can enter either your username or full email address along with your password. When credentials are entered, press Sign In.
Change 2 - MFA
4. Finally, you will be presented with multi-factor authentication (MFA) to access ServiceDesk. ServiceDesk will use the same MFA as you would use for email. Methods setup for your email such as using the Authenticator app (from Microsoft) or receiving a text message will be the same for ServiceDesk MFA. For more information about MFA, please click here.