Support #5696

[SCP ID :##2857##] : 20151116/Prod/RCMS/CN/Error/DONGYING JAPFA/Unable to Reset Password via Instant Email/ Epoint ID 012N2409A.

Added by Zahir Abd Latif almost 9 years ago. Updated almost 9 years ago.

Status:Closed - End of life cycleStart date:November 18, 2015
Priority:NormalDue date:
Assignee:Zahir Abd Latif% Done:

0%

Category:-Spent time:-
Target version:-

Description

Hi,
Kindly attend below request:

Please investigate on this issue. Password reset done by user 3 times but none were sent to users. RCMS claims that request has been sent to RCAS. Please revert the soonest. 
Thanks.

ANALYSIS
From the spooled results, we found there’s 3 Reset Password request for this user ID: SHJAPFA3A which submitted on these dates : 13th and 16th Nov 2015.

Then we check from the logs and we saw those request has beensuccessfully sent out to RCAS. Once RCAS received the Reset Password requestfrom RCMS, 

RCMS will notify the customer by sending the notification e-mail.

FOLLOWUP
Since the reset password notification sent by RCAS, kindly checkwith RCAS support for the further investigation.

spooled results.JPG (52.2 KB) Zahir Abd Latif, November 18, 2015 16:05

History

#1 Updated by Ong Wei Kuan almost 9 years ago

  • Status changed from New - Begin Life Cycle to Development / Work In Progress
  • Assignee changed from Ong Wei Kuan to Zahir Abd Latif

Hi Zahir,

I'd replied the email on 18 November, please assist to follow up with Maybank Team for the requested log file.
Thanks.

#2 Updated by Zahir Abd Latif almost 9 years ago

  • Status changed from Development / Work In Progress to Pending Customer Feedback
  • Assignee changed from Zahir Abd Latif to Ong Wei Kuan

Reply from Mohana, Nov 24, 2015 09:37 AM:-

Hi Penril,

Required logs has been overwritten in the servers. We have raised ticket to backup team to get the logs and still waiting for their action.
Will inform as soon as we receive the logs from them. Thanks.

#3 Updated by Ong Wei Kuan almost 9 years ago

  • Assignee changed from Ong Wei Kuan to Zahir Abd Latif

Hi Zahir,

I think we could close this case first, while still waiting the log file, and not sure when we could get it.
For this issue, since it was only hit by one user, we suspect it may caused by the connection issue to SMTP. We will reopen this issue once we get the log file to proceed with further checking.

#4 Updated by Zahir Abd Latif almost 9 years ago

  • Status changed from Pending Customer Feedback to Closed - End of life cycle

Pending user to provide log file since Nov 18, 2015.
Issue closed in SCP.
Will reopen this issue once we get the log file to proceed with further checking.

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