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

Viewing the Account Lockout Report

This use case lets the CSR view a report showing accounts that have been locked out of Oracle Self-Service E-Billing or reactivated. The CSR can choose to view a report showing one of the following:

• Locked out customer accounts
• Locked out customer service representatives
• Customer and CSR users reactivated after lockout

Table 58 lists and describes the Viewing the Account Lockout Report use case functions.

Main Path for Viewing the Account Lockout Report

1. Oracle Self-Service E-Billing displays a view listing the available reports:
   • Locked Out Customer Accounts link
   • Locked Out Customer Service Representatives link
   • Locked Out Accounts Reactivated
2. The CSR administrator clicks the Locked Out Customer Accounts Link. Oracle Self-Service E-Billing displays a report that shows:
   • User ID
   • Business Account Number - If the end user is tied directly to the ETL Business Account Number, otherwise leave it blank.
   • Service Number - If the end user is tied directly to a Service Number, otherwise leave it blank.
   • First Name
   • Last Name
   • Locked Out Reason
     • Incorrect Login
     • Reset Password
     • Security Question
     • Account Expired
   • Action - Re-Activate
3. The CSR administrator clicks the Locked Out Customer Service Representatives Link. Oracle Self-Service E-Billing displays a report that shows the following:
   • CSR User ID
   • First Name
   • Last Name
   • Locked Out Reason
     • Incorrect Login
     • Reset Password
     • Security Question
     • Account Expired
   • Action - Re-Activate
4. The CSR administrator clicks the Locked Out Accounts Reactivated Link. Oracle Self-Service E-Billing displays a report that shows the following:
   • CSR User ID or end user ID
   • First Name
   • Last Name
   • Locked Out Reason
     • Incorrect Login
     • Reset Password
     • Security Question
     • Account Expired
   • Date and time account was reactivated

Exceptions for Viewing the Account Lockout Report

Exceptions can occur with this use case.

No one in Oracle Self-Service E-Billing has been locked out and not reset

A message on the page states: No Accounts have been locked out at this point in time.