Enabling Biometric Authentication Login

2 min

If you are a Mobile Analyst or Self Service Mobile user, you can enable biometric authentication to log in to Ivanti Neurons for ITSM mobile app. This helps you log in to Neurons for ITSM faster and with improved security with a single touch or face scan.

Neurons for ITSM allows both fingerprint and face ID biometric type, you can choose the biometric type to configure on your mobile device. However, face ID is not supported by Neurons for ITSM on Android devices.

Open the Neurons for ITSM mobile app.

Enter your username and password.

Select the Enable Biometric Authentication checkbox and tap Login. The biometric prompt is displayed.

Scan your finger or face.

Once authenticated, you will be logged in to the Neurons for ITSM mobile app.

If your registered fingerprint and face ID is not recognized by the device for some reason, you will be prompted to enter the device's pin code to authenticate.

Once you log out from the Neurons for ITSM mobile app, the biometric option will be cleared, you will have to enable it again when you log in.

If biometric authentication is enabled, when you reopen the Neurons for ITSM mobile app without logging out, the biometric prompt is displayed by default. You can log in by scanning your finger or face and don't have to enter your username or password.

The biometric prompt is displayed when you reopen the Neurons for ITSM mobile app, however, you can choose to clear the biometric authentication.

This useful when a user whose fingerprint or face ID is not registered on the mobile device.

Open the Neurons for ITSM mobile app.

Tap outside the biometric prompt pop-up or tap the Cancel button.

Clear the existing username. The Enable Biometric Authentication checkbox is displayed.

Clear the Enable Biometric Authentication checkbox.

Enter your registered Neurons for ITSM username and password.

Tap login.

You will be logged in to the Neurons for ITSM mobile app.

From release 2026.3, users can remain signed in after closing and reopening the ITSM mobile application, regardless of whether biometric authentication is enabled. This feature reduces repeated authentication and improves efficiency for users who access the app frequently. By default, a session remains active for 2 hours. Administrators can configure the session timeout for up to 7 days. To configure timeout session, see Configuring the Session Timeout.

If biometric authentication is enabled, the application restores the previously selected role when the app is reopened. Users must authenticate with their registered biometric method to access the session. If biometric authentication is not enabled, the application restores the previous session, including the selected role and home page, when the app is reopened.

Updated 27 Oct 2026

Supported Controls in the responsive Analyst UI

Enabling Mobile Notification

Enabling Biometric Authentication Login

Enabling biometric authentication on your Neurons for ITSM mobile app

Reopening the Neurons for ITSM mobile app

Logging in to the Neurons for ITSM without biometric authentication