000036993 - Accountname is case sensitive in password reset pop-up but not during login to RSA Identity Governance & Lifecycle 7.x

Document created by RSA Customer Support Employee on Dec 27, 2018
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Article Number000036993
Applies ToRSA Product Set: RSA Identity Governance & Lifecycle 7.x

When performing 'Forgot password' flow, 'AccountName' provided is case-sensitive and if the user does not provide the account name in exact similar cases, the user gets below error message:

"The information provided is invalid. Please try again."

User-added image
For example, if AccountName stored in 'AccountName', you cannot perform 'Forgot Password' flow user accountnames such as:
ACCOUNTNAME, accountname, Accountname. It has to be AccountName.

However, it is not same experience when doing standard login, as the UserName field on login screen is case insensitive.

ResolutionAs part of the fix from 7.0.2 P05, 7.1.0, ‘Account name’ on 'Forgot Password' screen is also case-insensitive to be consistent with Login field.
However please note below notes:
  1. It only applies when using ‘Account Name’ as Primary Attribute to Identify Users. ‘User Name’ on ‘Forgot Password’ screen is still case sensitive.
  2. It only applies to ActiveDirectory supported authentication sources.