OTP Authentication Not Happeing In UserHelpDesk Transaction (Doc ID 2590788.1)

Last updated on JUNE 16, 2021

Applies to:

Symptoms

ACTUAL BEHAVIOR
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OTP Authentication not happeing in UserHelpDesk transaction

When Admin user trying to use the 'User HelpDesk ' transaction to use the session of any Retail/Corporate user, But their is no OTP authentication happening. Admin user is able to directly access the user session without any authentication even though Two Factor Authentication is enabled for Help Desk user log in transaction.


EXPECTED BEHAVIOR
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Application should ask for OTP/Soft token when User is logging in as help desk user.

STEPS
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The issue can be reproduced at will with the following steps:
OTP Authentication enabled Retail User Type for Create Help Desk Session

Log in as adming --> Others --> User HelpDesk --> Select the type of user and enter user name details , and click on 'Search' --> After Clicking on User name. Directly logs in to the user account.

BUSINESS IMPACT
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The issue has the following business impact:
Due to this issue, users are able to initiate a helpdesk user session without needing to enter OTP/ Soft token even though Two Factor Authentication is enabled for Help Desk user log in transaction.

Changes

Cause

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