Why is a contact not receiving the password reset email after the Reset Password ribbon button is clicked from the contact workspace?
Message Templates Enabled
Oracle Service Cloud, All versions
Confirm that the following conditions are true:
1. The message template Contact Password Reset is enabled.
a) Login to the agent console.
b) Launch the Message Template Editor.
c) Select the interface, then the Contact Emails button in the ribbon.
d) Expand the Account Management section, verify "Contact Password Reset" is enabled.
2. Confirm that at least one service mailbox is enabled and able to send outgoing email.
3. Check the configuration setting PTA_ENABLED. If PTA_ENABLED is enabled the password reset emails will not be sent unless PTA_IGNORE_CONTACT_PASSWORD is also enabled.
Refer to Answer ID 1575: Accessing PTA Guides