For specific staff accounts, the Login Help > Account Assistance email is not received
Staff Accounts, Administration Login
Oracle Service Cloud, all versions
Where there are multiple staff accounts with the same email address value, the system does not know which account to send the account assistance email message to. To resolve this so the assistance request email can be sent, you must first edit any staff accounts where the same email value is used and modify that value. Once there is only one account with a unique email address, the system will send the account assistance email.
To see which accounts have duplicate email values, you can create a basic custom report to output the fields such acct_id, login, first_name, last_name and email_address from the accounts table. You can also include a run-time filter if you wish to allow the ability to search on a specific email address value. Sort the results by the email address column so all duplicate values will be listed together. You can then easily see if (and which) accounts need to be modified.
Note: There is also an Account Assistance email that can be sent from Customer Portal, the above is only for the email that is sent when a staff member tries to log in to the console and clicks Login Help from that popup window. This does not apply to the Account Assistance email sent from Customer Portal.
For additional information, refer to the 'Configuring Login Help' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.
See also, Answer ID 9245: Staff member not recieving the account reset password email for more information and additional scenario.