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 85 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 end 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 equal to the user name.
     • The password cannot equal the previously entered password.
     • The password cannot be equal to the master CSR user password.
   • Confirm Password - Must equal the password entered in the previous field.
   • Select a Security Question - Pre-Populated Drop Down (Configurable)
     • 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 minimum length of a security question is one (configurable) character. The character cannot be a space.
     • 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:
   • Formatting
   • Completeness
   • CSR user name and validation code within HTTPS request match in Oracle Self-Service E-Billing
   • The account has not expired, four hour (configurable) time limit
   • 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 pre-populated 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 pre-populated Enrollment form with the following error message: Please provide a valid password and confirm password.