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

Setting a CSR Password and Security Question

CSR users must create a password, a security question, and a security answer.

Table 49 lists and describes the use case functions.

Main Path for Setting a CSR Password and Security Question

The main path to set a CSR password and security question is as follows:

1. Oracle Self-Service E-Billing displays a form. The user must enter:
   • CSR User Name
   • Password - When a user enters a password, the default is eight (configurable) characters and contains at least (configurable):
     • One uppercase character
     • One lowercase character
     • One Number
     • No Spaces
     • Special characters are valid.

       The following rules also apply to the password:

     • The password cannot be the same as the user name.
     • The password cannot be the same as the previously entered password.
     • The password cannot be the same as the bootstrap CSR user ID.
   • Confirm Password - Must be the same as 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 or 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 characters for consistency.
     • The minimum length of a security question is one (configurable) character and cannot be the space character.
     • The maximum length of the answer is 100 characters.
     • Oracle Self-Service E-Billing deletes 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. The 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 within 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 the following message with a link to the CSR Login page: Your security credentials have been accepted, please click here csr_login to access your billing information.

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 an empty string 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.