Case Details Page 1

Report Title: Case Details

Run Date and Time: 2021-11-03 17:33:58 India Standard Time
Run by: Ganesh S
Table name: sn_customerservice_case

Case

Number: CS0002799370 Customer Reference #:

Epicor Legacy Ticket Number: Problem Record:
Problem:

Partner: Smarsoft Consulting Services (Opc) Product Line: Kinetic/ERP

Pvt Ltd Product Profile: SPRAY ENGINEERING DEVICES
Account: SPRAY ENGINEERING DEVICES LIMITED - - Production
LIMITED Product Version: 2021.1.11
Contact: Ganesh S Asset Profile: ERP Field Service - Production
Asset / Module: ERP Field Service Companion Asset Version:
Old Category: Location: Moscow SC - CIS

Urgency: Medium Priority: 3 - Moderate

State: Closed Assignment Group: ERP - All - CIS
Status: Customer Verified Assigned To: Denis Lebedev

Short Description:
User Password Expires
Description:
Hi Support Team,
We have to extend the password expiry date to be in future. But right now system wont allow us to update the Password Expires Date in User Account
Manitenance.
Due to this user can't able to access the Epcior Login.
Please find the attached file for your reference & do the needful asap.

Regards,
Thamarai kannan.M
Customer Visible:
true
Customer Visible Notes(comments):

Run By : Ganesh S 2021-11-03 17:33:58 India Standard Time

Case Details Page 2

2021-11-03 12:20:44 - Sergey Kalmykov (Customer Visible Notes(comments))

Case Task CSTASK0091840 had comments added:
Dear Thamarai,
Glad to hear that your issue is resolved.
Thank you for the update and for taking the time to provide the additional information on the cause and your resolution.
Very much appreciated.

Thank you.

Best Regards,
Sergey

2021-11-02 21:32:04 - Ganesh S (Customer Visible Notes(comments))

Attachment [code]<font color='Blue'><b>[code]<a target='_blank' class='linked formlink'
href='sys_attachment.do?sys_id=b2c0a2861be734d0fb140e55624bcb32'><font color='Green'><b> Password Changed for VirenderSingh
user.png</b></font></a><a target='_blank' class='linked formlink'
href='sys_attachment.do?sys_id=b2c0a2861be734d0fb140e55624bcb32&view=true'></a>[/code]</b></font>[/code] has been inserted in this record by
Ganesh S

2021-11-02 21:30:35 - Ganesh S (Customer Visible Notes(comments))

[code]<p>Hi Support Team,</p><p>We found the solution from our end.&nbsp;</p><p>1. We have to&nbsp;set the External Identity Provider to blank in the
User Maintenance &amp; then save. Bcoz Epicor cloud client will work based on the External identity Provider&nbsp; &amp; not based on the Epicor UserID
login.</p><p>2. Update the Password Expiry Days as less than 120 , hence its suggests by Epcior cloud system.</p><p>3. Reset Password to
Blank.</p><p>4. Go to Epicor Web Access(EWA), Browser will not support the Epicor IdP. So Enter the UserID &amp; Password Leave it blank(Bcoz we
have resetted the Password to blank in the user maintenance).</p><p>5. Now click enter, it will navigate to Current password(Blank), New Password(It
should not be previous 5 passwords). Update the New password.</p><p>6. Now again open the Epicor user master, "Password Last Changed" will be the
current system Date. Now the password Expires will be in a future date based on our "Password Expiry Days" . This is due to&nbsp;Password expires will
work based on x days after the "Password Last Changed" .</p><p>7. Now update the External Identity Provider filed to the User Email ID. Go to Actions -
&gt; Export to Identity Provider.</p><p>8. Now the User can able to login to the system.</p><p>Kindly close the ticket from your
end.</p><p>Regards,</p><p>Thamarai Kannan.M</p>[/code]

2021-11-01 19:52:53 - Denis Lebedev (Customer Visible Notes(comments))

Dear Thamarai ,

We sent the request to Cloud Team to check application settings on the server. We will keep you up to date.

Thanks,
Denis

2021-11-01 16:30:17 - Thamarai M (Customer Visible Notes(comments))

reply from: [email protected]

Hi Support Team,

Creating the New account , is not the right solution for this.

Why the future date is not updating properly. This issue we are facing some of the users.

Run By : Ganesh S 2021-11-03 17:33:58 India Standard Time

Case Details Page 3

https://www.panamaxil.com/

Thamarai Kannan M

Senior Consultant - ERP

Panamax Infotech Ltd.

p:

+1 m: +91 8489990028

w:

http://www.panamaxil.com e: mailto:[email protected]

https://www.facebook.com/panamaxinc https://twitter.com/panamax_inc https://www.linkedin.com/company/panamax-infotech-ltd-?trk=nav

https://www.instagram.com/lifeatbankai/

http://bit.ly/2KmyL2f

---- On Mon, 01 Nov 2021 13:38:34 +0530 EpicCare Support <[email protected]> wrote ----

Official EpicCare Correspondence

Run By : Ganesh S 2021-11-03 17:33:58 India Standard Time

Case Details Page 4

Dear Ganesh S:

Your Kinetic/ERP case CS0002799370 for SPRAY ENGINEERING DEVICES LIMITED (159406) has been updated with comments. Click here to view the
case in the EpicCare portal:
https://epiccare.epicor.com/epiccare/?id=epic_csform&table=sn_customerservice_case&sys_id=831a32c6dbd7345026d3a9a5ca961986&view=csp

Current State: In Progress

2021-11-01 13:37:47 -Sergey Kalmykov

Case Task CSTASK0091840 had comments added:

Dear Thamarai,
Could you please check how it works with another user.
If you have the ability to change 'Password expiries' date by changing the 'Password Expiries Days' then please try to create a new account instead of the
faulty one.

Thank you.

Best Regards,
Sergey

2021-10-25 20:50:46 -Ganesh S

Hi Support Team,

I have tried, But the Password Expiry date not changed.

Please find the attached documents for your reference.

Regards,

Thamarai Kannan.M

Run By : Ganesh S 2021-11-03 17:33:58 India Standard Time

Case Details Page 5

2021-10-25 20:49:50 -Ganesh S

Attachment https://epicorcs.service-now.com/sys_attachment.do?sys_id=4e6a45671b57bc102ed6cb36624bcb75https://epicorcs.service-
now.com/sys_attachment.do?sys_id=4e6a45671b57bc102ed6cb36624bcb75&view=true has been inserted in this record by Ganesh S

2021-10-25 20:49:47 -Ganesh S

Attachment https://epicorcs.service-now.com/sys_attachment.do?sys_id=cd6a49671b57bc102ed6cb36624bcb46https://epicorcs.service-
now.com/sys_attachment.do?sys_id=cd6a49671b57bc102ed6cb36624bcb46&view=true has been inserted in this record by Ganesh S

2021-10-21 17:51:20 -Sergey Kalmykov

Dear Thamarai,

Could you please set “100” and click “Save” as shown below:

Please let me know how it works.

Thank you.

Best Regards,

Sergey

Run By : Ganesh S 2021-11-03 17:33:58 India Standard Time

Case Details Page 6

Regards,
EpicCare Customer Support

It was our pleasure to assist you with your issue – want to save time? Register for our EpicCare support portal. You can log and update cases, check status
and escalate without having to pick up the phone – Register at https://epicorcs.service-now.com/epiccare.

Find us https://www.facebook.com/epicorhttps://twitter.com/Epicorhttps://www.linkedin.com/company/epicor-software-corphttps://plus.google.com/+epicor

Contact us: http://www.epicor.com/company/ask-an-epicor-expert.aspxhttp://www.epicor.com/company/ask-an-epicor-expert.aspxhttp://www.epicor.com/

The contents of this document are for informational purposes only and are subject to change without notice. Epicor Software Corporation makes no
guarantee, representations or warranties with regard to the enclosed information and specifically disclaims, to the full extent of the law, any applicable
implied warranties, such as fitness for a particular purpose, merchantability, satisfactory quality or reasonable skill and care. This document and its contents,
including the viewpoints, dates and functional content expressed herein are believed to be accurate as of its date of publication, January 2016. The usage of
any Epicor software shall be pursuant to the applicable end user license agreement and the performance of any consulting services by Epicor personnel

Run By : Ganesh S 2021-11-03 17:33:58 India Standard Time

Case Details Page 7

shall be pursuant to applicable standard services terms and conditions. Usage of the solution(s) described in this document with other Epicor software or
third party products may require the purchase of licenses for such other products. Epicor, the EPICOR logo, Grow Business, Not Software are trademarks or
registered trademarks of Epicor Software Corporation in the United States, certain other countries and/or the EU. Copyright © 2016 Epicor Software
Corporation. All rights reserved.

Ref:MSG66277851
****************** DISCLAIMER***************************

The health and safety of our employees and customers is our top priority and we are taking precautionary measures to ensure the same. Our employees are
working from home as per the regulations from local health bodies to contain COVID - 19. We thank you in advance for your patience if there are any
unanticipated delays in incidental support and services. We are committed to provide our uninterrupted services and support.

****************END OF DISCLAIMER********************

2021-11-01 13:37:47 - Sergey Kalmykov (Customer Visible Notes(comments))

Case Task CSTASK0091840 had comments added:
Dear Thamarai,
Could you please check how it works with another user.
If you have the ability to change 'Password expiries' date by changing the 'Password Expiries Days' then please try to create a new account instead of the
faulty one.

Thank you.

Best Regards,
Sergey

2021-10-25 20:50:46 - Ganesh S (Customer Visible Notes(comments))

[code]<p>Hi Support Team,</p><p>I have tried, But the Password Expiry date not changed.</p><p>Please find the attached documents for your
reference.</p><p>Regards,</p><p>Thamarai Kannan.M</p>[/code]

2021-10-25 20:49:50 - Ganesh S (Customer Visible Notes(comments))

Attachment [code]<font color='Blue'><b>[code]<a target='_blank' class='linked formlink'
href='sys_attachment.do?sys_id=4e6a45671b57bc102ed6cb36624bcb75'><font color='Green'><b> Password set to 100.jpg</b></font></a><a
target='_blank' class='linked formlink' href='sys_attachment.do?sys_id=4e6a45671b57bc102ed6cb36624bcb75&view=true'></a>[/code]</b></font>[/code]
has been inserted in this record by Ganesh S

2021-10-25 20:49:47 - Ganesh S (Customer Visible Notes(comments))

Attachment [code]<font color='Blue'><b>[code]<a target='_blank' class='linked formlink'
href='sys_attachment.do?sys_id=cd6a49671b57bc102ed6cb36624bcb46'><font color='Green'><b> After Saving the User.jpg</b></font></a><a
target='_blank' class='linked formlink' href='sys_attachment.do?sys_id=cd6a49671b57bc102ed6cb36624bcb46&view=true'></a>[/code]</b></font>[/code]
has been inserted in this record by Ganesh S

2021-10-21 17:51:20 - Sergey Kalmykov (Customer Visible Notes(comments))

Run By : Ganesh S 2021-11-03 17:33:58 India Standard Time

Case Details Page 8

[code]<p>Dear Thamarai,</p>
<p>Could you please set “100” and click “Save” as shown below:</p>
<p><img src="/sys_attachment.do?sys_id&#61;af4afb8adb53745026d3a9a5ca961964" width="618" height="400" /></p>
<p><img src="/sys_attachment.do?sys_id&#61;9ebafb4edb53745026d3a9a5ca961911" width="621" height="361" /></p>
<p>Please let me know how it works.</p>
<p> </p>
<p>Thank you.</p>
<p> </p>
<p>Best Regards,</p>
<p>Sergey</p>
<p> </p>
[code]<font color='Blue'><b></b></font>[/code][/code]

2021-10-21 17:21:38 - Thamarai M (Customer Visible Notes(comments))

reply from: [email protected]

Hi Support Team,

We have already followed these steps what you have shared now. It's not working.

So we have created the Support Ticket.

Please find the attahed file & do the needful.

https://www.panamaxil.com/

Thamarai Kannan M

Senior Consultant - ERP

Panamax Infotech Ltd.

p:

+1 m: +91 8489990028

w:

http://www.panamaxil.com e: mailto:[email protected]

Run By : Ganesh S 2021-11-03 17:33:58 India Standard Time

Case Details Page 9

https://www.facebook.com/panamaxinc https://twitter.com/panamax_inc https://www.linkedin.com/company/panamax-infotech-ltd-?trk=nav

https://www.instagram.com/lifeatbankai/

http://bit.ly/2KmyL2f

---- On Thu, 21 Oct 2021 16:44:35 +0530 EpicCare Support <[email protected]> wrote ----

Official EpicCare Correspondence

Dear Ganesh S:

Your Kinetic/ERP case CS0002799370 for SPRAY ENGINEERING DEVICES LIMITED (159406) has been updated with comments. Click here to view the
case in the EpicCare portal:
https://epiccare.epicor.com/epiccare/?id=epic_csform&table=sn_customerservice_case&sys_id=831a32c6dbd7345026d3a9a5ca961986&view=csp

Current State: In Progress

Run By : Ganesh S 2021-11-03 17:33:58 India Standard Time

Case Details Page 10

2021-10-21 16:43:57 -Sergey Kalmykov

Case Task CSTASK0091840 had comments added:

Hello,
Could you please try the following:
1. Click the 'Expire Password' button.
2. The message "Password Expired Date has been set" appears - click "OK".
3. In the 'Password Expires Days' field, set, for example, the value "100" and click "Save".
4. The value in the 'Password Expires' field should change to a new one.

If you want to set maximum value (120), Click the 'Expire Password' button again - click "OK" for the "Password Expired Date has been set" message - in the
'Password Expires Days' field set 120 - and click "Save".

Please let me know how it works.

Thank you.

Best Regards,
Sergey

2021-10-21 14:23:39 -Denis Lebedev

Dear Ganesh,

I sent your issue to Second Line Support. They will contact you soon.

Thanks,
Denis

Regards,
EpicCare Customer Support

It was our pleasure to assist you with your issue – want to save time? Register for our EpicCare support portal. You can log and update cases, check status
and escalate without having to pick up the phone – Register at https://epicorcs.service-now.com/epiccare.

Find us https://www.facebook.com/epicorhttps://twitter.com/Epicorhttps://www.linkedin.com/company/epicor-software-corphttps://plus.google.com/+epicor

Run By : Ganesh S 2021-11-03 17:33:58 India Standard Time

Case Details Page 11

Contact us: http://www.epicor.com/company/ask-an-epicor-expert.aspxhttp://www.epicor.com/company/ask-an-epicor-expert.aspxhttp://www.epicor.com/

The contents of this document are for informational purposes only and are subject to change without notice. Epicor Software Corporation makes no
guarantee, representations or warranties with regard to the enclosed information and specifically disclaims, to the full extent of the law, any applicable
implied warranties, such as fitness for a particular purpose, merchantability, satisfactory quality or reasonable skill and care. This document and its contents,
including the viewpoints, dates and functional content expressed herein are believed to be accurate as of its date of publication, January 2016. The usage of
any Epicor software shall be pursuant to the applicable end user license agreement and the performance of any consulting services by Epicor personnel
shall be pursuant to applicable standard services terms and conditions. Usage of the solution(s) described in this document with other Epicor software or
third party products may require the purchase of licenses for such other products. Epicor, the EPICOR logo, Grow Business, Not Software are trademarks or
registered trademarks of Epicor Software Corporation in the United States, certain other countries and/or the EU. Copyright © 2016 Epicor Software
Corporation. All rights reserved.

Ref:MSG65928363
****************** DISCLAIMER***************************

The health and safety of our employees and customers is our top priority and we are taking precautionary measures to ensure the same. Our employees are
working from home as per the regulations from local health bodies to contain COVID - 19. We thank you in advance for your patience if there are any
unanticipated delays in incidental support and services. We are committed to provide our uninterrupted services and support.

****************END OF DISCLAIMER********************

2021-10-21 16:43:57 - Sergey Kalmykov (Customer Visible Notes(comments))

Case Task CSTASK0091840 had comments added:

Run By : Ganesh S 2021-11-03 17:33:58 India Standard Time

Case Details Page 12

Hello,
Could you please try the following:
1. Click the 'Expire Password' button.
2. The message "Password Expired Date has been set" appears - click "OK".
3. In the 'Password Expires Days' field, set, for example, the value "100" and click "Save".
4. The value in the 'Password Expires' field should change to a new one.

If you want to set maximum value (120), Click the 'Expire Password' button again - click "OK" for the "Password Expired Date has been set" message - in the
'Password Expires Days' field set 120 - and click "Save".

Please let me know how it works.

Thank you.

Best Regards,
Sergey

2021-10-21 14:23:39 - Denis Lebedev (Customer Visible Notes(comments))

Dear Ganesh,

I sent your issue to Second Line Support. They will contact you soon.

Thanks,
Denis

Customer Update List: Thamarai M, Mani K, Subramani C, Convert to Knowledge?: false

Mohhamad Tauseef, Ganesh S, Abdul Days to Extend Automatic Closure:
Dalal
Suspend Processing until a specified
Time:
Automatically closes on:
Extended Resolved State: false

Entitlement: Public Cloud Essential Support Contract: 304859

Run By : Ganesh S 2021-11-03 17:33:58 India Standard Time