(12.8.7) Password Settings Hidden - Techs getting "The tech's old password is incorrect" when trying to Save profile; Admin setting new PW does not help

Due to authenticating against AD/OKTA, we have the option to Show Password Settings disabled. However, after the upgrade to 12.8.7, techs can no longer save their profile without getting the error "The tech's old password is incorrect." Admin accounts have no problem, and I've had to take a couple techs in other departments off of Vacation Mode for them, but the profile change being made doesn't matter. I tried enabling PW settings, then setting a new WHD password for the tech, but this did not resolve the issue. Same error. And we can't keep PW settings enabled because it causes other problems, which were only resolved by hiding PW settings. Any ideas???

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jholzhey_bu

Update! Pretty sure the problem is related to the older accounts that I had to manually add passwords to when they removed LDAP auth support for Techs. For new accounts, I don't have to set a password, because I have PW settings hidden, and new accounts are not having this problem at all. So now I have to see if there's a way to null out all those existing passwords.

jholzhey_bu

NULLing out the hashed PW field in the TECH table did not fix the issue. So it's gotta be saved somewhere else, too. Any chance someone knows where?

pabely

Did you run the migrate.bat script when upgrading via WHD12.8.5+HF2 ?

jholzhey_bu

Yes, but I was wondering about that. Years ago, we had to generate and add a password to all new accounts. When we integrated with our SSO solution (OKTA), I stopped doing that. So OLDER accounts have a password, new accounts do not, and it's the older accounts that have problems. So I wondered if migrate.bat had anything to do with it, but this problem just popped up as of 12.8.7. #ItNeverEnds

pabely

migrate.bat in WHD12.8.5HF2 doesn't just touch Tech/Client passwords but ALL password entries in custom fields/E-Mail Settings/LDAP Sync setup etc.

jholzhey_bu

Ticket submitted, #01995729

pabely

My fear is Support with shy away from helping because they have no SSO/Okta setups they can reproduce on before they can escalate to the Engineering. Do let me know how you get on, even via a DM on Thwack and I can try and help via other means.

jholzhey_bu

In my ticket, I told them that I think the solution is to NULL out all the tech passwords (hashes), because those with no password have no problems. I already tried once, but the tech table field for password apparently isn't the only place it's saved.

All of this because it's not OKTA that is the problem, it's the fact that I have password settings hidden/disabled, so the tech can't type their pw in up top to save their profile.

Avadhut.Deshpande

We are working on it.

Workaround for AD/okta Tech : They need to request admin to modify their profile.

Workaround for Normal Tech : They need to first confirm their old password and modify their profile.

jholzhey_bu

From support: "Our development team has fixed the issue, and the resolution will be included in the next release."