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

Resetting a CSR Password

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

Table 88 lists and describes the use case functions.

Main Path for Resetting a CSR Password

The following path describes this use case:

1. Oracle Self-Service E-Billing displays a form to the user where he or she needs to enter:
   • CSR User ID - Required
   • CSR Email Address - Required
   • 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 - The user must provide the correct answer he or she supplied during the enrollment process.
     • The answer has to be an exact match.
     • The answer is case-sensitive.
2. End user clicks Submit.
3. Oracle Self-Service E-Billing validates the information on the form for the following:
   • Completeness
   • CSR User ID
   • Email Address
4. Oracle Self-Service E-Billing validates the security question and answer. After five configurable attempts by the user, the account locks and an error message appears.
5. Oracle Self-Service E-Billing displays the Reset Password form with the following values:
   • Password - The password length and contents are configurable. By default, the password length is eight characters and it must contain at least:
     • 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 entered in the previous field.
6. The user clicks Next.
7. Oracle Self-Service E-Billing validates the form for the following:
   • Formatting
   • Completeness
   • Password Requirements
8. Oracle Self-Service E-Billing displays the CSR Login Page with the following success message: Please log in to the application using your new personal password you have just created.

Alternate Paths for Resetting a CSR Password

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

Exceptions for Resetting a CSR Password

Exceptions can occur in 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 CSR User Name, Security Question, or Security Answer Are Not in Oracle Self-Service E-Billing

Oracle Self-Service E-Billing displays the populated reset 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 Attempts, a CSR User Does Not Enter the Correct the CSR User Name, 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 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.