Rally userid keeps getting locked and the Subscription Administrator is unable to unlock it.

Products

• Rally SaaS

Issue/Introduction

Rally userid keeps getting locked and the Subscription Administrator is unable to unlock it. When the Admin tries to unlock the userid, there was a message saying another user had saved the userid while they were editing it.

Cause

There was an integration using this same userid and it had the wrong password.  It was trying to connect to Rally every second so it kept locking the user out.  

Resolution

1.  The Rally Subscription Administrator changed the userid temporarily (they added a 1 to the userid).  This stopped the account from being used/locked by the Integration script.
2.  Then they sent the password reset email out for this userid.  
3.  The user changed the password to match the password the integration was expecting.
4.  Once the password was reset, they changed the username back.