Application Guide for Oracle Self-Service E-Billing (Consumer Edition) > Customer Service Representative Use Cases >
Reactivating a Locked Account
This use case reactivates a CSR or user account that has been locked out. Table 61 lists and describes the Reactivating a Locked Account use case functions.
Table 61. Reactivating a Locked Account
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Name |
Reactivating a Locked Account |
Feature Area |
Login and Authentication |
User |
CSR administrator |
Trigger |
The CSR administrator logs into Oracle Self-Service E-Billing and clicks the Reports (New) link next to My Profile, clicks the Locked Out Accounts link, and then clicks the reactivate link within the report. |
Prerequisites |
- The CSR administrator user is currently enrolled in Oracle Self-Service E-Billing.
- The CSR administrator receives a call from the user or CSR user who is locked out.
- The CSR administrator validates the email address entered in Oracle Self-Service E-Billing.
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Functions |
Oracle Self-Service E-Billing-generated validation code cannot contain the characters: a, A, e, E, 3, o, O, 0, i, I, 1, u, U, y, Y, $, @, !, * |
Main Path for Reactivating a Locked Account
The main path to reactivate a locked account is as follows:
- Oracle Self-Service E-Billing sends an email to the user email address.
The email must contain an HTTPS link with a unique validation code. The validation code
- Uses an abbreviated list of characters
- Contains of at least one uppercase character, one lowercase character, and one number
- Oracle Self-Service E-Billing enters the validation code in the database.
- Oracle Self-Service E-Billing sets a status flag in the database indicating this account has been reset.
- Oracle Self-Service E-Billing displays the Lockout Account Report, populated with the information displayed earlier, but the action link is no longer active and displays the following message: An email message has been sent to the account you have just reactivated.
- Oracle Self-Service E-Billing enters the CSR ID, date and time when the account was reactivated in the database for auditing purposes.
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