Application Guide for Oracle Self-Service E-Billing (Consumer Edition) > Enrollment and Login Use Cases >
Resetting a Password
If a consumer user forgets his or her password for Oracle Self-Service E-Billing, he or she can reset it in this use case. Table 4 lists and describes the Resetting a Password use case functions.
Table 4. Resetting a Password
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Name |
Resetting a Password |
Feature Area |
Authentication and Enrollment |
Primary User |
Consumer user, CSR administrator. The CSR administrator can have super or normal privileges. |
Precondition |
The consumer user must be currently enrolled in Oracle Self-Service E-Billing. |
Trigger |
The consumer user clicks the Forgot Password link on the Login page. |
Configuration Points |
- The number of times the user can enter an incorrect account number, user name, and service number.
- The number of times the user can enter an incorrect security question or security answer.
- The number of characters in a password; Payment Card Industry (PCI) Data Security Standard requires a minimum of seven characters.
- The complexity of the password.
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Main Path for Resetting a Password
The main path to reset a password is as follows:
- The consumer user clicks the Forgot Password link on the Login page.
Oracle Self-Service E-Billing displays the Forgot Password page.
- The user enters the following value:
User name - Required
- The user clicks Next.
- Oracle Self-Service E-Billing validates the form information for:
- Oracle Self-Service E-Billing displays another Forgot Password form where the consumer user fills out the following information:
- Account Number - Required
- Service Number - Required
- The user clicks Next.
- Oracle Self-Service E-Billing validates the form information for:
- Formatting
- Completeness
Oracle Self-Service E-Billing validates the account number, user name, and service number.
After five (configurable) tries by the consumer user, the account is locked and Oracle Self-Service E-Billing displays an error message.
- Oracle Self-Service E-Billing displays a Security Question and Answer Form. The following security questions appear in a drop down list:
- 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 and model type of your first car?
- What was the name of the school you attended in first grade?
- The user selects the security question he or she answered during the enrollment process. Oracle Self-Service E-Billing displays the Security Answer field.
- The user provides the same answer he or she entered during the enrollment process. The answer must be an exact match and is case-sensitive.
- The user clicks Next. Oracle Self-Service E-Billing validates:
- The form information for completeness.
- The security question and answer. After five (configurable) tries by the consumer user, the account is locked and the end-user receives an error message.
- Oracle Self-Service E-Billing displays a Reset Password form with the following values:
- Password - The default value is eight (configurable) characters. The password must contain at least the following characters (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 the user entered in the previous field.
- The user clicks Next.
- Oracle Self-Service E-Billing validates the form information for:
- Formatting
- Completeness
- Password Requirements
- The Login page appears displaying the following message: Please log into the application using your new personal password you have just created.
Alternate Path for Resetting a Password
This use case can have the following alternate path: The user clicks Cancel on any screen. The Login page appears. Exceptions for Resetting a 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 Forgot Password form with the following error message: Please provide a value for ****. The account number, user name, or service number are not valid
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 user does not enter the correct account number, or user name, or service number 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 security question or security answer does not match what was previously entered
Oracle Self-Service E-Billing displays the populated Security Question 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 user does not enter the correct 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 populated Create Password form with the following error message: Please provide a valid password and confirm password. The password and confirm password are not exactly the same
Oracle Self-Service E-Billing displays the populated Create Password form with the following error message: Please provide a valid password and confirm password.
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