SAP Cloud for Customer - User Creation & Password issue Handling

User and Password Management in your ByD/C4C/C4T systems
There are two ways to Create a Business User on SAP Cloud for Customer, via Employees or via Service
Agents , doing the following steps:
1. Log in the System on Silverlight Client;
2. Business Partners Workcenter;
3. Service Agents View;
4. New > Service Agent;
5. Fill in all the relevant information - Let's say the name is USER;
6. Save;
7. After saving the option "Request User" will be available;
8. Request User;
9. Application and User Management Workcenter;
10. User and Access Management Workcenter;
11. Business Users Sub-View;
12. Here, you can search for the user that was just requested "USER";
13. Edit > Attributes;
14. On Attributes, you can select the basic information about the user like: Email address, company, manager, the
user ID and more important, you can Generate Password on Actions > Generate Password;
15. This password will be the initial one for this user and it will be changed in the first login.
16. Edit > Access Rights;
17. Here you can select the Workcenters and Views the user will have access to, as well as further access
restrictions that can be based on the Organizational Unit the user is located, per example.
It can also be done in HTML5 Client:
1. Log in the system on HTML5 Client;
2. (Beta) Administration Workcnter;
3. Security and Compliance View;
4. Service Agents Sub-View;
5. New > Service Agent;
6. Fill in all the relevant information - Let's say the name is USER;
7. Save;
8. After saving the option "Request User" will be available;
9. Request User;
10. Back to (Beta Administrator) > Security and Compliance;
11. Business Users;
12. Here, you can search for the user that was just requested "USER";
13. Edit > Attributes;
14. On Attributes, you can select the basic information about the user like: Email address, company, manager, the
user ID and more important, you can Generate Password on Actions > Generate Password;
15. This password will be the initial one for this user and it will be changed in the first login.
16. Edit > Access Rights;
17. Here you can select the Workcenters and Views the user will have access to, as well as further access
restrictions that can be based on the Organizational Unit the user is located, per example.

Different Scenarios you may come across:
a) User and Password details for “Initial User” is not received while provisioning
b) Password for Initial User got lost/Forgotten
c) Key User got locked
d) Business User got locked
e) Key User Password reset
f) Business User Password reset
a) User and Password details of “Initial User” is not received while provisioning:
Few possible reasons why the mail wouldnt have been received by the end user
• E-mail might have went to Junk folder of the users E-mail Inbox and the user wouldnt have noticed
it.(one possible reason for this behavior could be, because your SMTP server is maintaining
whitelisting of IP Addresses which are allowed and not allowed in your network, if this is the case
please raise an incident to SAP asking for the SMTP IP range which can be whitelisted).
• While ordering/subscribing for a system, “IT Contact” field might not have been filled with correct e-
mail address.
Solution for (a):
To receive the Initial User credentials again, you may raise an incident by following one of the options
mentioned in the section (g) and request for the E-mail again.
b) Password for Initial User got lost/Forgotten:
• Report an incident to Cloud Support
To receive the Initial User credentials again, you may raise an incident by following one of the options
mentioned below in the section (g) and get
c) Key User got locked:
Possible Reasons why the user is locked:
• Locked because of Validity End Date defined is in the past
• Locked by another administrator because of any maintenance purpose.
Possible Solutions:
• Ask the other key user in the system to unlock your user or extend the validity for the locked user.
• If there is only one key user in the system and the validity of the key user still exists, please create an
incident as mentioned in the section (g) below.
d) Business User got locked:
Possible Reasons why the user is locked:
• Locked because of Validity End Date defined is in the past.
• Locked by key user because of any maintenance purpose.
Possible Solutions:
• Ask the key user in the system to unlock your user or extend the validity for the locked user.

• If there is no key user in the system and the validity of the key user also got expired or locked, please
create an incident as mentioned in the section (g) below.
e) Key User Password reset:
Possible Reasons why the password has to be reset:
• Incorrect logons/too many failed attempts would have locked the password.
Possible Solutions:
• You can reset the password by following the steps mentioned below:
Access your system URL in a browser: “ https://my3XXXXX.crm.ondemand.com”
Provide the User ID(Key User ID)
Click on the hyperlink ‘Forgot your password’
A new pop-up would appear, there provide the E-mail address
that is associated with your business user only
(Note: You cannot use any other E-mail which is not associated with your initial user)
Click on Submit
Security code will be sent to the mail Id that is associated with the user and mentioned in above step
Copy the Security code which you have received in the E-mail and
Paste in the new pop up box
Click on Submit
Now you will get the option to provide the “new password”
• Your other key user can reset the password for your user
• If you are unable to receive the security token over E-mail and there is no other key users in the
system to reset the password, please create an incident as mentioned in the section (g) below.
NOTE – During the process of getting the new password by clicking on hyper link “Forgot Password”, give a gap
of 10 minutes from first request(i.e.: Click on Forgot Password) to the second request(second click on Forgot
Password)
f) Business User Password reset:
Possible Reasons why the password has to be reset:
• Incorrect logons/too many failed attempts would have locked the password.

Possible Solutions:
• You can reset the password by following the steps mentioned below:
Access your system URL in a browser: “ https://my3XXXXX.crm.ondemand.com”
Provide the User ID(Key User ID)
Click on the hyperlink ‘Forgot your password’
A new pop-up would appear, there provide the E-mail address
that is associated with your initial user only
(Note: You cannot use any other E-mail which is not associated with your initial user)
Click on Submit
Security code will be sent to the mail Id that is associated with the user and mentioned in above step
Copy the Security code which you have received in the E-mail and
Paste in the new pop up box
Click on Submit
Now you will get the option to provide the “new password”

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