Deepali,

Please try to reproduce below issue. In case any help required you can reach to development Swapnil Pandhare.

We need to find our are there any employees for which Security questions have not been set in JE Dunn?

Regards,
Satya Prakash

Hi Jennifer,

We discussed this issue in our yesterday's call and we checked that system is showing Security Questions for John Graham correctly. Also we checked for an employee who never set his questions and site flashed appropriate message instead of random questions (like before). And We have also provided a list of employees who never set their questions in JeDunn.

Please do let us know if you need any further details on this.

Regards,
Amnesh Goel

Hi Amnesh Goel can you please send us the information for John Graham? The client is asking what his security questions were that were set.

Hi Jennifer Melgoza,

See below screen shot and these two questions were set by Jones Graham.

1. Pet`s name
2. What is your maternal grandmothers first name ?

Please let me know if you need further details on this.

Regards,
Amnesh Goel

Amnesh Goel thank you, but this is the wrong one, the person's name is Graham, first name John.

Jennifer Melgoza Below are the questions for John Graham.

1. In what city were you living at age 16 ?
2. In what year (YYYY) did you graduate from high school ?

Can we confirm the answers and when those were set?

Jennifer Melgoza During our last call, we gave you answers that were set for John Graham's secret question. Are you looking for same answers again? or for any other user? We also shared the timestamp that time over email.

For reference, I'm sending you the same email again.

Hi All, please check employee josh Carson's questions. he mentions he did not set those up. We need to get to the bottom of why these continue to happen. Employees need to have questions they set up, if they do not have them set up, please advise the process.

Hi Amensh,

any change made today is not valid.

Hi Jennifer Melgoza,

Good Afternoon!!

As per records, Josh Carson's UserID is Carson11840 and he never set security questions. I tried to check what system is showing to him when he is hitting Forgot Password and I got following screen.

And it also says, his security questions are not updated. Can you please ask him to share the questions that he is getting and the steps?

Please be completely assured that system will not show any random questions to anyone. Following are the only two use cases related to Forgot Password functionality.

1. System will show security questions only and only when he/she did set them up in past.
2. If he/she never did set them up, system will flash message saying that Your security questions have not been updated. Please contact Administrator to reset your password.

There is no possibility other than these two. If any employee claims that he/she is getting wrong questions, then I request you to ask them to share those questions to investigate that matter further.

I forgot to add, did you advise them that it is mandatory for employees to enter Company Name while using Forgot Password feature? It may be a case that they are not entering Company Name. Please strongly advise them to enter Company Name. In absence of Company name, system check user at Global Level not at company level. Global Level is only meant to SA user/ Partners/ Brokers and Company Admin's.

Hope this information will help!!

Thanks,
Amnesh Goel

Jennifer Melgoza We didn't do any change today

Amnesh Goel thank you that helps Kiyo Takahashi can we talk about this later?

Hi Amnesh Goel do we take into account that JE DUNN has their specialized link? they DO NOT need to type in JE DUNN; Please advise.

No Jennifer Melgoza. Forgot Password is generic (common) functionality for all the companies.

Jennifer MelgozaPlease update for next step if any.

Hello team, we are still having these issues with other employees at JE DUNN .

Please do not close this case. Employees are receiving questions they did not register.

Hi Jennifer Melgoza,

Can you please suggest one or two names who are getting wrong questions?

Thanks,
Amnesh Goel

Amnesh Goel When Amannda goes over this with the client on our issue log, we will provide this information to you.

Thanks!

Tracy Kot - we need to gather the names of those that were added an have Dev look into this again.

I was able to duplicate the concern on 4/5. I added an employee went through as an employee set my password and when I clicked forgot my password the 2 questions I set showed however my 2 second question was my first question and vs versa. Please perform the same testing on your end to duplicate the concern and advise when this will be corrected. Client still getting the errors on a regular basis. Is it because they have their own URL? please advise.

Hi Amannda Johnson,

This is coming-up as per system implementation. We do swap questions (in order) randomly.

Thanks,
Amnesh Goel

Tracy Kotplease collect employees from JE Dunn who have had this concern over the last 2 weeks since my confirming on the concern is not an accurate duplication of the concern.

see comment just noted

Amanda, they actually confirmed it was still an issue during our call last week. One of the JE Dunn contacts tried it during our call and also confirmed it were different questions. Did you send it back to development and they again stated the issue couldn't be duplicated?

Please update the IAP document stating we need the employee names sent to us.

Jennifer Melgoza

Hi Tracy Kot and Jennifer Melgoza,

If you are seeing any discrepancy in this functionality then please get us employee names who is getting affected here and then we will check what is the issue.

Thanks,
Amnesh Goel

Hello Amnesh, per the Improvement Action Plan item: Amanda listed as follows: security questions are available that are not the ones they the employee had set up. (email subject: Forgot password - john grahm) - Breann Taylor Peter Tronnier within the last week (noted 4/5/2016) Anne Wright. Please test it by having/adding a new hire and set up the security questions, then go back as though you need to do a password reset. At that point the client is stating the security questions are not those that were initially set up. We confirmed it was more than one person that experienced this. Does this help or do I need to request something else for this?

Jennifer Melgoza
Amannda Johnson

As per Tracy's latest comment (4/12/16), JE DUNN still having this issue in which employees are not getting Security Questions that were set by Employee.

I'm re-opening this ticket on behalf of Tracy.

Hi Deepali Tidke,

Can we please have this test properly? AEs are getting issues back on this functionality from clients. While doing a re-test then please consider below points related to this functionality.

1. Employee won't see any random questions if employee hasn't set any.
2. If employee has set questions then they may come in any order as part of password reset functionality. Means if A and B were set as security questions, then A may come first or B and vice versa.
3. If employee need to use Password Reset feature then it is mandatory for employee to enter UserName and Company Name both. And if Admin/Partner/Broker/SA user want to use this feature then no need to enter company name.

Jennifer Melgoza Amannda Johnson Tracy Kot @ Please let us know your availability for a call so that we can discuss this in detail. I'm available this week for discussion.

Satya FYI please.

Thanks,
Amnesh Goel

Can you have some testing done ASAP this morning? We have a client call with JE Dunn today. Even if you don't have resolution yet but to know you understand the issue would be helpful. Call me anytime 832-741-7269. Thank you.
Jennifer Melgoza
Amannda Johnson

Hi Tracy Kot,

Please join following GTM.

1. Please join my meeting.
https://global.gotomeeting.com/join/562913685
2. Use your microphone and speakers (VoIP) - a headset is recommended. Or, call in using your telephone.
Dial +1 (872) 240-3412
Access Code: 562-913-685
Audio PIN: Shown after joining the meeting
Meeting ID: 562-913-685
GoToMeeting®
Online Meetings Made Easy®

Thanks,
Amnesh Goel

Hi, I can talk again.
2 questions:

1) If you go back in as that one employee that no security questions were set up yet for, and put user ID and company, check to see if those random security questions come up even though none were set up and even though you did put the company ID.
2) For JE Dunn, is the security questions set up for JE Dunn for New Hire and other events? When does the Security questions come up?

If you need time to research you can call me back later today once you had a chance to research unless you need to speak to me now.
Thanks.

Per web ex:
Employee: required user ID and company name; otherwise, incorrect security questions will appear.
For other users: Super Admin, Broker, Partner, Company Admin the Co. Name is not required.

Thanks Amnesh!!

On call, we saw how this functionality works and resolved all your queries on this.

If you still have any query then please feel free to add in this ticket.

Thank you

Tracy B. Kot | Sr. Account Executive
Employee Benefit Specialists, Inc.
PO Box 11657, Pleasanton, CA 94588
PH: 832-741-7269 | FAX: 925-460-3920 | tracy.kot@ebsbenefits.com<tracy.kot@ebsbenefits.com>
[Description: Description: Description: Description: Description: twitter]<http://twitter.com/#!/workterra> [Description: Description: Description: Description: Description: linkedin-tiny-square2] <http://www.linkedin.com/company/workterra> [Description: Description: Description: cid:image003.png@01CD3F49.3D5BC7C0] <http://www.facebook.com/workterra>

Please see new information and help mark this urgent.
Discovered root cause of the issue:
Note from the client: JE Dunn only provides the link to workterra that is specific to JE Dunn, therefore our employees Never enter “JE Dunn”. So our employees will never be able to enter their username AND company name to avoid this problem. Please keep this issue open until it can be resolved using the JE Dunn specific Workterra link that our employees use.
https://jedunn.workterra.net/WORKTERRA

Also from client:
When our employees use the branded URL Anne linked above, I had thought that Workterra would essentially login the employee and default that user to the “JE Dunn” company name since they’re using the JE Dunn branded URL. From your comments below, that doesn’t appear to be part of that process. So the question becomes: when a user tries to login to our JE Dunn-branded URL, can the site assume that “JE Dunn” is the company name for everyone using that branded URL? If that is the default company name used to credential anyone who tries to login to our branded URL, would that eliminate this issue?

Please see the note above, I've re-opened the issue. Let me know if you have questions but that is exactly the root cause...
can you help?

Hi Tracy Kot,

From comments it seems that uptil now client was under impression that entering UserID is enough as they are using branded/customize login page created for JE Dunn.

But as per current implementation, we have branded page for Login, and not for password reset. Password reset is generic functionality and if that has be done client specific then that would be separate enhancement. However if client need to check what questions an employee had set in past, then they can still see that by entering company name along with their UserID like I explained you our yesterday call.

We will check what changes are required to make it happen the way client is looking for. We will also look for Dave's approval for this change. We will keep you posted once we will be scheduling this task for development.

Thanks,
Amnesh goel

Can the URL they use be one that already has JE Dunn company name already entered? That way when the employee puts in the USER ID they are already at the JE DUNN company?

No, not at the moment. The page they are landing, that cannot have JE Dunn already entered at this moment.

With the current implementations, they would explicitly need to enter the company name over there.

Please see her link above. They don't have see the company name field to enter. Does that help explain?
I can set up a conference call tomorrow to discuss. Who all should I invite.

Hi Tracy Kot,

Are you saying that this link https://jedunn.workterra.net/WORKTERRA is not working? They do not need to enter company name here and this link should work without any problem. Here employee will only need to enter his UserID and Password. This is link from where JE Dunn employees are suppose to enter into workterra system.

Please feel free to schedule conference call, I'll attend. Please include someone from client's end so that we all will be on the same page.

Thanks,
Amnesh Goel

Amnesh-
The URL is working fine what the concern here is the employee should NOT have to enter in the company name when they use the Forgot My Password piece because they don't use company name when they have to login and if the URL is just for JE Dunn could we not also remove the Company Name requirement from this page as well?

Amnesh, did you see Amanda's note above?
We have a client call today and I need to have someone look into this ASAP and provide what our options are if any.

As you can tell the link the client uses https://jedunn.workterra.net/WORKTERRA is working. If you use that link you can see the employees log in with this link and they do not require entering in the company name. However, a JE DUNN employee clicks on "Forgot Password" it does require the company name. Can it be set up where the forgot your password for JE DUNN doesn't need a company name similar to how the sign on link was set up?

Amnesh, please see the note above and this may help explain it as well:

Still an issue:

JE DUNN uses the WORKTERRA link https://jedunn.workterra.net/WORKTERRA and it does work. This link goes directly to JE DUNN company name in WORKTERRA without the employee having to enter in a company name for sign in. However, if a JE DUNN employee clicks on "Forgot Password" it does require the company name (which employees are not entering). When the company name is not entered, the security questions are NOT those the employee set up.

The Ask: Can it be set up where the forgot your password for JE DUNN doesn't need a company name similar to the way the sign on link was set up? If not, do you have any alternate solutions?

Tim Bergin
Jennifer Melgoza
Amannda Johnson

Hi Tracy Kot Tim Bergin Jennifer Melgoza and Amannda Johnson,

Please note that when JeDunn customize page was designed that that work was limited to login page only and not for any other page.

Forgot Password is a separate feature and if JeDunn is looking for customization at that page as well, then that would need Dave's approval for further development.

Workaround - Till the time JeDunn is not having their own customize page for Forgot password, till that time, they can ask their employees to enter Je Dunn in the Company Name box.

Satya Can you please add here if I'm missing something?

Thanks,
Amnesh Goel

As per advise of Satya assigning to JP.

Kari mejia Can we discuss?

Satya I will get advice from Kari as she set this up. However, I am working with Tracy Kot and she is taking this account over. So please make sure this is assigned to dev or Tracy.

Tracy Kot going back on my memory from the call. I believe the client mentioned that they would be okay with sending verbiage out regarding putting in the user name and company name so they can get the correct security questions.

please see the attached screen shot. The attached screen shot is from their branded page.

Hi Jennifer, this is an example of what we talked about late yesterday.

Please help:
They have a valid question…JE DUNN is the company name in WORKTERRA. They are finding out if an employee puts in "JE DUNN Construction" by mistake in their company name they still get security questions that they didn't set up...........

If someone puts in the name JE DUNN name incorrectly such as JE Dunn Construction in WORKTERRA can you have the system give an “invalid” company instead of giving the employee random Password Security Questions?
Jennifer Johnson
Tim Bergin
Jennifer Melgoza

This can be closed and noted that this is working as designed. Tracy sent an email to Steve Allison and Tim Bergin asking that this be considered for a future enhancement.

Tim/Steve:
Forgot your password feature:
When employees put in an incorrect/invalid company name they do not get any error messages or pop up. It acts as though they did it correctly so the employees are very confused when the security questions are not those the employee set up. Example, employee puts in JE DUNN Construction instead of JE DUNN in WORKTERRA.

When employee just enters USER ID and no company name, it acts as though they did it correctly so the employees are very confused when the security questions are not those the employee set up.

I learned that we can’t “require” company name and provide an error message when it is left blank because of our super users / Admin users. NOTE: we should consider requiring it even for those that are super users.. because super users still have to put in a company name when they sign in..
Jennifer Melgoza
Amannda Johnson
Tim Bergin

Please review, consider for future enhancement list and then we can close issue. Thanks Tim.

The Issue is being considered for a future enhancement.