Product Hatching Ideas

Customers using the Calyx Point integration cannot login if they have special characters in their password

Allow customers to use a special character(s) in their password when using the integration in Calyx Point.

One customer was unable to get into their account due to this issue.  When they changed their password in Marksman, they used a special character that was not allowed in the Calyx integration.

There was a 4000-5000 credit due to recreation errors.

  • Brett Schommer
  • Feb 20 2017
  • Moved to Prioritzation
Rating BOB-4
Revenue or Retention? Other
Workaround Present Yes
Impact to Existing Customers Multiple
Customer ID(s) 05wmhl01 and 23hall01
Business Value 2 - Important to a few, minor impact on brand, minor competitive advantage
Urgency 2 - Minimally time constrained
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  • Admin
    Lori Rezac commented
    February 22, 2017 14:25

    Was this a request directly from the customer?  Which customer?  What is the importance of using special characters?

  • Brett Schommer commented
    February 22, 2017 14:42

    This has been requested by several customers.  

    Holland for sure and several others that have called in.  

    The importance of allowing special characters is due to the fact that we allow customers to change their passwords to include special characters.  Once the passwords are changed certain features no longer work. This causes repeated phone calls to support and frustrated customers because we do not have any wording listed that states, special characters may cause issues. 

    This issue also causes problems in Encompass.

    05wmhl01 and 23hall01 both called in with issues.  05wmhl01 had multiple LOs with issues.  All resolved with a password that does not have a special character.  

  • Melody Vaccaro commented
    March 16, 2017 22:08

    troubleshooting step to change password is publicly available: 

  • Admin
    Lori Rezac commented
    March 16, 2017 22:16

    BOB meeting takeaways: This could possibly be due to input validation issues.  Melody mentioned help center troubleshooting documentation listed above.  Is there a specific special character causing the problems? If this is an issue with Encompass as well, is it an issue with all the LOS integrations?

    Calyx Point is used by 91 customers (29.64%) and is the number 2 utilized integrated LOS.

    Ellie Mae Encompass is the number one utilized integrated LOS with 132 customers (43%).

    If we are not allowing the additional of special characters if a customer is to login to Calyx Point, we may want to ensure they are not choosing 4 Character Sets in the Password Complexity option in Password Policy (see attached). This would require them to use a special character in their password (causing an password issue every time). I am unsure if any of our users are requiring 4 Character Sets.