Overview:
This article details how the user can troubleshoot Okta and address the common issues independently at the Xvantage for Associates platform.
Process:
Go to My Apps.
Type Okta on the app dashboard search box.
This will bring you to the Xvantage App dashboard page.
On the search box, type and search for X4A – Prod.
This will take you to the Xvantage for Associates dashboard.
Subtopic: Okta log in issues in Xvantage for Associates
Issues:
An Agent gets a "Login Failed" error when logging in to X4A.
OKTA error when opening X4A
Cause:
The issue may be caused by a lapsed password or the absence of OKTA in the User's My Apps.
Resolution:
Check whether the error occurs when you log in from both OKTA and X4A, and note whether it is consistent across both platforms.
If the error is consistent across both platforms, click on Go to homepage. After clicking the homepage, the Forgot Password option on the login screen will appear, allowing you to reset your account.
You should receive an email with instructions to reset your password.
Note: If you do not receive any email to reset your password, please raise an incident ticket to IAM.Operations.GLBL.IM.SUP.
Once the password is reset, try logging in to X4A through Okta again to confirm the issue is resolved.
Issues: What to do if OKTA is not available in MyApps?
To access Okta, submit a "Generic Request" in ServiceNow. Clearly specify the X4A environment in which you are encountering the issue.
Create a generic request using the information below.
Assign to: ServerDevOps.GLBL.IM.SUP
Short Description: <<For Prod>>. Add the user below to the "X4A_Prod_Users" security group
Additional Details: Add the users below to the "X4A_Prod_Users" security group <<and provide the list of users' email IDs who require X4A/Okta access in their MyApps>>.
Further OKTA Support
If the issue continues to be unresolved, please raise an incident ticket with IAM.Operations.GLBL.IM.SUP.