Application Guide for Oracle Self-Service E-Billing (Consumer Edition) > Enrollment and Login Use Cases >

Resetting a Password

If a consumer user forgets his or her password for Oracle Self-Service E-Billing, he or she can reset it in this use case.

Table 4 lists and describes the Resetting a Password use case functions.

Main Path for Resetting a Password

The main path to reset a password is as follows:

1. The consumer user clicks the Forgot Password link on the Login page.

   Oracle Self-Service E-Billing displays the Forgot Password page.

2. The user enters the following value:

   User name - Required

3. The user clicks Next.
4. Oracle Self-Service E-Billing validates the form information for:
   • Formatting
   • Completeness

     Oracle Self-Service E-Billing validates the user ID and determines whether it is a B2C customer.

5. Oracle Self-Service E-Billing displays another Forgot Password form where the consumer user fills out the following information:
   • Account Number - Required
   • Service Number - Required
6. The user clicks Next.
7. Oracle Self-Service E-Billing validates the form information for:
   • Formatting
   • Completeness

     Oracle Self-Service E-Billing validates the account number, user name, and service number.

     After five (configurable) tries by the consumer user, the account is locked and Oracle Self-Service E-Billing displays an error message.

8. Oracle Self-Service E-Billing displays a Security Question and Answer Form. The following security questions appear in a drop down list:
   • Best friend's name from childhood?
   • The name of the boy or girl you first kissed?
   • The place where you first met your spouse or significant other?
   • What is the make and model type of your first car?
   • What was the name of the school you attended in first grade?
9. The user selects the security question he or she answered during the enrollment process. Oracle Self-Service E-Billing displays the Security Answer field.
10. The user provides the same answer he or she entered during the enrollment process. The answer must be an exact match and is case-sensitive.
11. The user clicks Next. Oracle Self-Service E-Billing validates:
    • The form information for completeness.
    • The security question and answer. After five (configurable) tries by the consumer user, the account is locked and the end-user receives an error message.
12. Oracle Self-Service E-Billing displays a Reset Password form with the following values:
    • Password - The default value is eight (configurable) characters. The password must contain at least the following characters (configurable):
      • 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.
    • Confirm Password - Must be the same as the password the user entered in the previous field.
13. The user clicks Next.
14. Oracle Self-Service E-Billing validates the form information for:
    • Formatting
    • Completeness
    • Password Requirements
15. The Login page appears displaying the following message: Please log into the application using your new personal password you have just created.

Alternate Path for Resetting a Password

This use case can have the following alternate path:

The user clicks Cancel on any screen.

The Login page appears.

Exceptions for Resetting a Password

Exceptions can occur with this use case.

One of the form fields is an empty string when submitted

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

The account number, user name, or service number are not valid

Oracle Self-Service E-Billing displays the populated Forgot Password form with the following error message: The information you have provided does not currently match our system records, please try again, or call customer service at: xxx-xxx-xxxx.

After five (configurable) times a user does not enter the correct account number, or user name, or service number information

Oracle Self-Service E-Billing displays the Login page with the following error message: Please contact your customer self service representative at xxx-xxx-xxxx to get your account reactivated.

The security question or security answer does not match what was previously entered

Oracle Self-Service E-Billing displays the populated Security Question form with the following error message: The information you have provided does not currently match our system records, please try again, or call customer service at: xxx-xxx-xxxx.

After five (configurable) times a user does not enter the correct security question or security answer

Oracle Self-Service E-Billing displays the Login page with the following error message: Please contact your customer self service representative at xxx-xxx-xxxx to get your account reactivated.

The password or confirm password does not meet the requirements

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

The password and confirm password are not exactly the same

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