Customer Portal

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  • Sebastiaan Draaisma

    You are welcome Sweta :-)
    Feel free reaching out should you require any help.

  • Swetapadma suchismita

    Hi Sebastiaan,

    Thanks for your help... I will for sure try this solutionyes.




  • Janusz Jasinski

    Is this a joke?

  • Kenton Banyai

    If you right click on the file, you should be able to click an extract option. Then you choose the destination folder you want it extracted.

  • Kenton Banyai

    Personally, when retrieving information from the database while using a page on the site, I had 2 separate API calls, one would actually search for what I needed and then one to search that table. For example, I had an api search our contacts by ID, then once it found that contact, i used another api to append to that, so you can search tables a layer down. Not sure if this is best practice, but it is how I got it to work.


  • Scott Heidenreich

    Ok. Thank you.  We tried all of that, except changing her email address to one we can access.  Typically not something we like to do, as it is a significant security risk if the person on the phone isn't really the contact and is trying to spoof us into giving up the account to a hacker.

  • Colby Ross

    I am pretty stumped as to what the issue might be. Is she using a specific email client that is different from what your agents are using, and has she tried it on other browsers?

    You may have done these, but my next steps would be:

    1. I'd have her try opening the link in a different browser to see if the result is the same. If it is, I'd move to step 2.

    2. I would see if the customer has another email address that you could use that uses a different client. Then I would update the contact record in OSvC and send her a new password reset link. If she gets the link to the address and tried two different browsers again and 'no dice', it would have to be something probably with her computer set up which would be hard to narrow down.

    3. If all else fails, to get her logged in, you may want to update her contact record to your email address, send the password link to your email address. Then give her a call and change the password while she is on the phone so you can give it to her. Then she could login to the customer portal that way, and go to her Account Settings page and reset the password without having to use a link. This does not solve the primary issue, but it would get her into her account and moving in the right direction. 

    Ultimately, I think her email client or browser is somehow reading the initial click to the reset link page as an action already completed, or the browser is reloading the link page after a click and then it is recording that action thus making the link expired because it was already clicked, but the page just reloaded. Harder to prove that one out without the customer getting really involved in the troubleshooting. 

  • Scott Heidenreich

    It isn't disabled. Her email is working. She is receiving the email from the reset link and from the agent's press of the reset password button for her contact account. Screen shot is attached.


  • Colby Ross

    And her contact record is not disabled? 

    Do you have a image showing the message she is getting?

  • Scott Heidenreich

    Not using PTA or SSO - just straight login php pages from the customer portal link

  • Scott Heidenreich

    link expire on our site is 24 hours

    force HTTPS = Yes.

  • Scott Heidenreich

    It is only happening to her - other users have not trouble with the password reset link.

  • Colby Ross

    I have assumed that you have check this settings to make sure she is meeting the criteria:



    Additionally, is your CP using and PTA or SSO that could be causing an expire issue?

  • Tushar Gupta


    Have you tried the below, this is working fine.


  • ashish bodhale

    Hi Tushar,

    While doing the analysis, I found out that the secondary contacts can be added using rest api but for that it is required to have incident id. But for me, I have to add the secondary contact directly in Incident.OtherContacts at the time of incident creation where I don't have the incident created. I tried to use it in widget but it didn't work. So having ajax call without incident ID won't work that's what I feel.