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

Resetting a CSR Password

CSR users who forget their password for Oracle Self-Service E-Billing can reset it in this use case or contact their CSR administrator.

Table 50 lists and describes the use case functions.

Main Path for Resetting a CSR Password

The main path to reset a CSR password is as follows:

1. Oracle Self-Service E-Billing displays a form to the user who enters the following information:
   • CSR User ID - Required
   • CSR Email Address - Required
   • 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 - 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. The user clicks Submit.
3. Oracle Self-Service E-Billing validates the information on the form for:
   • Completeness
   • CSR User ID
   • Email Address
4. Oracle Self-Service E-Billing validates the security question and answer. After five (configurable) tries by the user, the account locks and an error message appears.
5. Oracle Self-Service E-Billing displays a Reset Password form with the following values:
   • Password - 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 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:
   • Formatting
   • Completeness
   • Password Requirements
8. Oracle Self-Service E-Billing displays the CSR Login page with the following message: Please log into 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 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 CSR user name, security question, or security answer are not in Oracle Self-Service E-Billing

Oracle Self-Service E-Billing displays the populated Forgot 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) times a CSR user does not enter the correct the CSR user name, security question, or security answer information

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 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.