Configuring CSR Masquerading

A CSR can log in to their Oracle Utilities product and search for a specific customer, and then view the Digital Self Service - Transactions Web Portal as that customer. If a customer has a question about the Digital Self Service - Transactions Web Portal or their energy use, this allows the CSR to reference what the customer can see. This process is also referred to as masquerading.

You must complete the following configurations to allow CSR users to support customers through masquerading.

Note: This documentation provides steps to complete these configuration tasks using Oracle Utilities Customer Care and Billing. However, many of these tasks can be completed with other applicable products such as Oracle Utilities Customer to Meter or Oracle Utilities Customer Cloud Service. Refer to your applicable product documentation for steps to complete the configuration using your Oracle Utilities product. Additionally, this documentation assumes that you know how to create the various objects listed below as well as modify or create master configurations. For additional details on these tasks, refer to the applicable Oracle Utilities Documentation.

To configure redirection targets and grant masquerading access to CSRs:

You must complete the following configurations to support CSR masquerading.

Note: In addition to the steps below, for on-premises Oracle Utilities products, you must generate a public key on the host system for your Oracle Utilities product. This includes steps such as verifying the key, exporting and verifying the certificates, extracting the public key and key ID, and restarting your Oracle Utilities product. For additional information on these requirements, refer to the Oracle Utilities Customer Care and Billing Security Guide available on Oracle Utilities Documentation. When this process is complete, you must also provide the public key to Oracle Utilities to enable authorization of masquerading sessions.

  1. Log in to Customer Care and Billing.
  2. From the Admin menu, select General, and select Master Configuration. From the Master Configuration zone, select the Edit option for the Redirection Targets master configuration. The master configuration is displayed.
  3. Complete the following configurations:
    • Redirection Target: Digital Self Service
    • Key Store Alias: Provide the key store alias you created when generating your public key.
    • Redirection URL: The Digital Self Service - Transactions Web Portal URL to open when a masquerading session is started. The required syntax is https://dss-[utilityCode]-[tier].opower.com for testing tiers or https://dss-[utilityCode].opower.com for the production, customer-facing tier. For these URLs, [utilityCode] is the three-to-four character, alphanumeric code for your utility, and [tier] is the environment tier for your configuration when defining for testing tiers. For example, a syntactically valid redirection URL for the production environment of a client with the client code util is https://dss-util.opower.com.
    • Security URL: The URL for the security endpoint which is used to obtain the grant code for a user to connect to the redirection URL. The format for this URL is [redirectionURL]/webcenter/edge/apis/identity-management-v1/cws/v1/auth/[utilityCode]/csr/login/callback, where [redirectionURL] is the Redirection URL specified above, and [utilityCode] is the three-to-four character, alphanumeric code for your utility.
    • Security Context Algorithm: Populate CCB to DSS Context
  4. Click Save to save the changes to the master configuration.
  5. From the Admin menu, select Security, select Application Service, and select Search. The Application Service Search opens.
  6. In the Application Service text box, type F1-REDIRECT and select Search. The application service is displayed.
  7. From the Application Security tab, review the user groups listed in the User Groups Linked and the User Groups not Linked zones. You can complete the following configurations:
    • User Groups Linked: To remove a group of users CSR masquerading access, select Deny Access for the user group. The user group is moved to the User Groups not Linked zone.
    • User Groups not Linked: To add a group of users CSR masquerading access, select Grant Access for the user group. The user group is moved to the User Groups Linked zone.
    • To locate user accounts, select the description link for a user group to view the users included in the user group. You can also use the Use to Show User Groups with Specific User search options to determine which user groups a user is a member of.
  8. Save your application service changes.

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To configure the location where CSRs can start a masquerading session:

By default, CSRs can start a masquerading session by accessing the Web User Summary zone in the Oracle Utilities products. You can configure a different location within your Oracle Utilities product to provide the link that allows CSRs to start a masquerading session. This configuration is optional. If you modify the default location, be aware that the steps to masquerade provided in the Oracle Utilities Opower Digital Self Service - Transactions CSR Guide use the default location. You can also choose to add additional portal locations from which the masquerading link is available.

  1. Log in to Customer Care and Billing.
  2. From the Admin menu, select System, select Zone, and then select Search. The Zone Search is displayed.
  3. In the Zone text box, type C1-WEBUSRSUM and select Search. The zone is displayed.
  4. From the Portal tab, for the default configuration, you can search for the portal that provides the masquerade link for CSR users. Rather than modifying the default configuration, you can also click the plus icon to add additional portals, which then provides additional masquerade entry links for CSR users based on the portal you select.
  5. Select Save to save your zone changes.

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To configure the masquerading acknowledgment prompt message:

When a CSR user selects to begin a masquerading session, an acknowledgment prompt is displayed that explains the implications of masquerading as a customer. A CSR user must confirm their intention to masquerade to continue. You can configure the message supplied for the masquerading acknowledgment prompt.

  1. Log in to Customer Care and Billing.
  2. From the Admin menu, select System, select Messages, and select Search.
  3. In the Message Category field type 11130 and click Search to return messages for the category.
  4. From this list select message 10105 and select the Details tab.
  5. Use the Customer Specific Message Text field to provide your custom notification text, which overrides the default message text for the notification.
  6. Click Save to save your message changes.

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