WFO 15.1: Force Password Reset/with ID Not working in User Profile

Doc ID    SOLN316663
Version:    2.0
Status:    Published
Published date:    09 Apr 2018
Created Date:    13 Oct 2017
Author:   
Imaobong Ekwere
 

Details

WFO 15.0 HFR 3 HF 323

When setting a WFO user login account status to “Force Password Reset”, the password is not reset and the user gets caught in an endless login loop requesting to change password each time.
 

Problem Clarification

'Force Password Reset’ and ‘Force Password Reset with ID’ not working.

When User profile is set to either ‘Force Password Reset’ or ‘Force Password Reset with ID’, at the login page, the agent is prompted to change his/her password. User will put the new password and click on Continue, then it takes user back to the Login page and when user puts new password to login, it says it is invalid, but when he puts the original password the Application takes user back to change password screen. User never gets pass the Login page and the system does not recognize the new password and this loops.

Cause

Verint identified issue as a Bug as it is noticed in many other sites.

Root Cause Analysis from Dev:
(Note: It happened when there is integrated login occurs similar in Ultra QM and Speech logins)

Verified on environments with recorder roles hit the below urls when entering the pw reset flow.
And environment without recorder roles do not hit the urls below:

/wfo/control/signin?screen=DIRECT_TO_INTEGRATION&integrationURL=%2fUltra%2fqm-prod%2fQm.js%3fv%3d15.1.0.37404%26__internal_mthd%3dGET

/wfo/control/signin?screen=DIRECT_TO_INTEGRATION&integrationURL=%2fSpeechAnalytics%2fScripts%2fartifacts%2frelease%2fSpeech.js%3fv%3d15.1.0.37404%26__internal_mthd%3dGET

Solution

Workaround:
It works if the hostname or FQDN is replaced with IP address. In a working condition, a confirmation page of Password Change Completed is received whereas in non-working condition, it skips confirmation page and takes back to login window.

Official Fix:
Refer to ESR#4907022 / QC#201935 to be released in WFO 15.1 HF 328

Similarly, apply the available latest patch that is higher than HF 328 as it will also have the fix present in HF328


Avaya -- Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy