Verify Clients Are Using a 3-Tier Connection

Authentication requests that originate on a CSM client, such as CSM Administrator, are only sent through a Trusted Agent if the CSM client has a 3-tier connection to a Cherwell Application Server and the request is processed by the Cherwell Application Server.

Other reasons why authentication requests may not be sent through a Trusted Agent include:

Trusted Agent is not enabled on CSM servers using Cherwell Server Manager. See Configure the Trusted Agent Server.
There is no Trusted Agent available to process the request. This situation is noted in a Debug log by the Trusted Agent Hub. See Trusted Agent Logging.