1. Using B2C Service
  2. How You Recover Forgotten Passwords

How You Recover Forgotten Passwords

Administrators must contact their Oracle account manager to recover forgotten password credentials. Other staff members can recover both their user name and password by using the B2C Service account self-service feature.

You also can use this functionality as a tool to maintain the integrity of your organization’s login policies for all staff members. Accessed by clicking Login Help on the Login window, the account self-service feature can be set up to open the login procedure in online help or send staff an email if they have forgotten their user name or password. This functionality is also available if your site has single sign-on (SSO) enabled. See Redirection to the B2C Service Login Page.

This table describes the configuration settings for your forgotten-password options.

Account Self-Service Settings for Passwords

Configuration Setting Description Default Value
RightNow User Interface/Tool Bar/General
ACCT_RECOVER_STATUS

Specifies the functionality of the Login Help link on the B2C Service Login window. See Login Help Options.

  • 0 = Opens the login procedure in online help.
  • 1 = Sends an email containing user name or a link to the Password Reset page for entering a new password (default).
  • 2 = Changes the email message staff members receive when they click Login Help. The alternate message is defined in ACCT_RECOVER_ALT.
 1
ACCT_RECOVER_ALT Specifies the alternate email message to send when the configuration setting ACCT_RECOVER_STATUS is set to 2. Blank

Customers can also recover user names and passwords from the login window on the customer portal. If the password is forgotten, the correct user name must be entered, and then a link to the Password Reset page is emailed to the address associated with that user name. The password is reset when the link is sent and login is not allowed until the process is completed. Customers must do this within the time frame contained in the SEC_EU_EMAIL_LINK_EXPIRE configuration setting. See How You Secure Customer Passwords and Email Security.