Application Guide for Oracle Self-Service E-Billing (Business Edition) > Customer Service Representative Use Cases >

Setting a CSR Password and Security Question

CSR users must create a password, security question, and answer.

Table 87 lists and describes the use case functions.

Main Path for Setting a CSR Password and Security Question

The following path describes the use case:

1. Oracle Self-Service E-Billing displays a form to the user, who must enter the following:
   • CSR user name
   • Password

     When a user enters a password it default is eight characters and must have at least the following:

     • One uppercase Character
     • One lowercase Character
     • One number
     • No spaces
     • Special characters are valid.
     • The password cannot be the same as the user name.
     • The password cannot be the same as the previously entered password.
     • The password cannot be the same as the initial CSR user password.
   • Confirm Password - Must be the same as the password entered in the previous field.
   • Select a Security Question - The list of security questions is configurable. By default, the list contains the following:
     • Best friend's name from childhood?
     • The name of the boy or girl you first kissed?
     • The place where you first met your spouse/significant other?
     • What is the make or model type of your first car?
     • What was the name of the school you attended in first grade?
   • Security Answer
     • Form box size of 30 to be consistent with others
     • The default minimum length of a security question is one character, which cannot be a space. The minimum length is configurable.
     • The maximum length of the answer is 100 characters.
     • Oracle Self-Service E-Billing trims leading and trailing spaces and does not include these in the calculation of minimum and maximum lengths.
     • Spaces within the answer are valid.
     • Special characters are valid and enhance the security level of the answer.
2. End user clicks Submit.
3. Oracle Self-Service E-Billing validates the information on the form for the following:
   • Formatting
   • Completeness
   • CSR user name and validation code within HTTPS request match in Oracle Self-Service E-Billing
   • The account has not expired. The default time limit is four hours, which is configurable.
   • Password requirements
4. Oracle Self-Service E-Billing sets the status flag in the database indicating this is an active CSR user.
5. Oracle Self-Service E-Billing displays a message with a link to the CSR Login Page.

Alternate Paths for Setting a CSR Password and Security Question

The user clicks Cancel and Oracle Self-Service E-Billing displays the CSR Login Page.

Exceptions for Setting a CSR Password and Security Question

Exceptions can occur with this use case.

One of the Form Fields is Left NULL When Submitted

Oracle Self-Service E-Billing displays the populated Enrollment form with the following error message: Please provide a value for ****.

The Password or Confirm Password Does Not Meet the Requirements

Oracle Self-Service E-Billing displays the prepopulated Enrollment form with the following error message: Please provide a valid password and confirm password.

The Password and Confirm Passwords are Not Exactly the Same

Oracle Self-Service E-Billing displays the prepopulated Enrollment form with the following error message: Please provide a valid password and confirm password.