A user forgot his password, made 4 attempts to access his account, then promptly recieved an email stating that his account was locked for 60 minutes. I, as a super admin, and Ringcentral's own tier 1 and 2 support could not remove this lockout.
Goal: I would like for account admins to have the ability to remove account locks from user accounts.
Some info:
- User password resets are intentionally disabled on our account.
- The first lockout duration was 60 minutes. There were no shorter duration previous to this. This is overzealous for a normal user account in my opinion. A 5 minute lock (which also prompted the user to contact his administrator) would be a good first step, followed by an hour lock
- The user typed in his password only about 4 times by his recollection. Again, following this with a one hour lock seems a little overzealous.
- There is no feedback in the UI (on Ringcentral mobile or web) letting the user know about the lockout, only a security email sent. (I assume this is a security precaution)
Thanks for your consideration.
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1,232 Points
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Posted 4 years ago
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110 Points
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132 Points
Hi team!
We have customers who would like admins to have the permissions to clear an account lockout for their users. When users lock themselves out of their accounts, a password reset done only by RingCentral Support can clear the 60 minute lockout, not a password reset done by the user or the super admins on the account.
Our Support team has had several requests for this ability for super admins, as it saves the customer time :)
Thank you!
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1,128 Points
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320 Points
Rona Orenstein, Employee
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424 Points
US - if a user's account is locked out... we have to call RC Support to have them reset it... then it unlocks the account. As Admins, we want to be able to unlock user's accounts ourselves.
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2,840 Points
Edit: the life span of a cricket is only 12 weeks. These requests live forever.
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286 Points
Cecile Glassy, Champion
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21,820 Points
2018-05-31 Saadet or Mike Ferringer - can you please request an update on this.
Saadet, Employee
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68,092 Points
Sorry :( I never heard back from our Product Team about an ETA.
Cecile Glassy, Champion
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21,820 Points
2018-06-06 As a short-term workaround::: reducing the lockout "time" as that would not require major User Interface changes.
As was explained to me, things that do not require a total recode on the backside for the Service Web portal can be done more quickly and with less moving parts involved.
STAY TUNED and keep voting for this.
RingCentral knows this management interface issue needs to be completely fixed and that is also getting attention.
Cecile Glassy, Champion
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21,820 Points
2018-06-28 Is there any way we could have RingCentral set our Web Portal account access that for Regular Users to be ONLY via their Google Login instead of RingCentral password?
This is the only reason they lock themselves out of RingCentral all the time.
However in our organization, all other access to everything (all the other portal logins everywhere else) are via their Google Gmail Account Login for all employees already - so they always know how to do it that way.
Is this an option?
Chris Duquette, Champion
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16,778 Points
J.B. Ferguson, Champion
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37,358 Points
A patch to fix a bug would therefore be a solution. As such, any solution is a final solution when it comes to a bug fix (unless you are talking about making the GUI look pretty to "finish up" the solution).
Finally, depending on the coding involved, in most cases any fix may not be "quick". Some bug fixes require a complete rewrite of a module or other areas of code.
Chris Duquette, Champion
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16,778 Points
J.B. Ferguson, Champion
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37,358 Points
- 70 Points
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204 Points
Chris, your original post was fine and correct.
Bob Robinson, Champion
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4,588 Points
Saadet, Employee
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68,092 Points
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258 Points
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190 Points
As others have mentioned, this is pretty much system-admin-functionality 101.
It's unfortunate to see that RC has not yet addressed this, after being asked for over 3 years ago, and with more than 100 admins having voted in their support of having this needed/necessary functionality added.
I hope to hear more from the RC Product Owners here in the forums very soon.
Thank you!
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1,476 Points
ORTHOPAEDICS, Champion
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272 Points
Sorry, we have not received an ETA on if/when this may become a feature.
You do have the option of contacting our Support Team who can override the lockout as long as they can verify you as an Admin on the account.
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258 Points
For keeping executives happy, the inability to unlock accounts make administrative technologists look stupid. Come on RingCentral... this request is THREE YEARS OLD. It's a checkbox or a button on the admin pages. That's it.
Saadet, Employee
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68,092 Points
The plan is to allow Admins the ability to unlock a User's account and to also set the threshold and duration of the lockout for the entire account.
Currently I have not been given an ETA for a release but I'm closely watching this one! I'll provide more updates as they become available
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1,476 Points
Saadet, Employee
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68,042 Points
Teresa Habeck, Champion
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1,562 Points
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1,476 Points
Saadet, Employee
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68,092 Points
Good news! Our Product Team has this on the roadmap. Right now they are hoping for our 19.3 release but if they run into a snag, it may be our 19.4 release.
Super happy that it's planned for later this year :) I'll keep you all posted as we get closer to the release.
- 60 Points
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450 Points
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82 Points
1. US
2. Pharmaceutical sales
3. When a user gets a 60 minute security lock. Account Admins should be able to unlock that phone. Our primary customer service number got locked this a.m. and we could not take calls from our customers. This causes a lot frustration for our customers and our customer service personnel. If we were an emergency service provider this could be a life endangerment issue. So please do not take this request lightly.
4. We would be able to answer calls....
5. Ability to answer the phone.
6. 26
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CRAZY!!
Saadet, Employee
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68,042 Points
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110 Points
Jessica - Community Moderator, Official Rep
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9,172 Points
Saadet, Employee
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68,092 Points
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510 Points
Will there be any documentation on this feature and where the account lock status would be shown?
Thanks!
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510 Points
Bob Robinson, Champion
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4,588 Points
Cecile Glassy, Champion
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21,820 Points
Saadet, Employee
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68,092 Points
For the other piece, I don't think an article has been created just yet, but I'll see if it's on the way! Basically, if a User attempts too many times and locks their extension, there will be a little lock icon next to their name if you're under the Users tab in the Admin Portal. To the far right, there will an Unlock option that you'll click and will take care of everything :)
Also, I don't know if there's a way for you all to see which release you're on. I would check in with your Account Manager to see when you're scheduled for a release.
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