Non federated account unable reset password via Broadcom "Forgot Password" link

Products

• Clarity PPM SaaS

Issue/Introduction

Trying to reset password via "Forgot Password" link using one of the non federated accounts.

 

Environment

All Products

Cause

Broadcom forgot password portal (profile.broadcom.com/web/forgot-password)

A recent change to the password reset portal was introduced for non federated users in the verify email step.

For security the email needs to be validated before any action is taken on the account.

The requirement is username/email must be one to one, or matching in order to send a valid code in the notification during reset password process.

Thus, If user is setting the username in the portal, the system tries to send reset password notification to account with matching email. If the system is not finding a matching email address email notification will not be sent.

Resolution

At this time we know that our internal team is working on this and any changes to the process will take time as it will have to be implemented tenant wide and will affect multiple teams and products. As of this point we don't have an ETA but we have a workaround in place to assist you in case you need help. For now please open a Support case if the Okta Admin password reset is needed.