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This year has brought many changes to everyone across the globe and, as a result, humankind has demonstrated time and time again just how resilient it is, and how people have been able to adaptive to their ever-changing environments in the face of uncertainty.

 

For many this has meant a transition to working remotely from their homes and no longer traveling to the office.  This has also meant that those who were accustomed to working closely with colleagues throughout the day had to adjust to working more on their own and interacting with colleagues through virtual means.

 

With all of this becoming the new normal, online support and self-service options have become more important than ever.  This makes the news that I am about to share even more exciting about the next generation of the RSA Link community and support portal that will very soon makes its debut.

 

This is not new information for many of you, as I recently presented the news in a virtual session during this year's Archer Summit.  But, as this new RSA Link experience will arrive this month, this article will serve as another sneak peek at what is in store.

 

The Background

Although a major upgrade was already in RSA Link’s future, the timetable was accelerated when it was announced at the end of last year that the Jive-x platform on which RSA Link is built would be reaching its End-of-Life on December 31st, 2020.

 

After significant research, we made the decision to migrate RSA Link to the best-in-class Khoros Communities platform, which is the platform used by many other companies including Microsoft, Samsung, PayPal, Splunk, Dell and countless others.

 

As part of the preparation for this change, we worked closely with a professional User Experience firm to design the most high-traffic pages and the overall website structure, in order to ensure that end-users would be provided the very best experience possible.  We also aggregated, studied and leveraged feedback that was provided over the years by customers, partners and employees in order to take into account any suggestions and to address any potential pain points.

 

Moving to a new, modern platform is very appealing to us, as it opens up many possibilities that have not been technically feasible on the current platform.

 

Since the beginning of the year, we have been working hard to plan, design and develop the new RSA Link website, and we are extremely excited about the progress that has been made thus far.  Meanwhile, we have been painstakingly preparing for the systematic migration of all existing content, users and other assets on the current platform.

 

What to Expect

At this point you may be wondering what you should be expecting with the migration.  Despite moving to a new platform, RSA Link will still be your one-stop shop for accessing product resources, participating in the online forums and managing your customer support cases. That will not change. All of your access will remain in tact, including your subscriptions to product advisories, and you won’t even be required to re-register or change your password.

 

The changes you can expect are all improvements that will serve to enhance your experience on RSA Link.

One such example is that, upon logging in to the new platform for the first time, you will be prompted to choose a username by which you will be known throughout the community. This will allow you to have a degree of anonymity – if desired – when participating in community forums.

 

You will also see other improvements including easier access to the resources you need and a more tailored experience based on which RSA products you use or the role you have. Additionally, you will have more control over your preferences, subscriptions (i.e. email and in-site notifications) and other settings.

 

The New Features

Let’s take a closer look at some of the most exciting enhancements and improvements that await you in the new RSA Link platform.

 

Navigation

First of all, the navigation on the new RSA Link platform has been re-invented in order to make it easier than ever to reach your destination.  The primary menu in the website header has been converted from a simple drop-down menu into a mega menu, where you will be able to browse by product or resource type to quickly arrive on the page that you need in as few clicks as possible.

 

Not only is this primary menu available in the header on all pages, but you will find an even more detailed menu specific to each product that persists across the various product pages, which allows you to easily jump from page to page.  Menu items will also be dynamic depending on the level of access you have on a given page.

 

Search

The search functionality in the new RSA Link platform is vastly improved, and is powered by a very formidable search engine.  Similar to the current website, a global search button – represented by a magnifying glass icon – is located in the upper-right corner of the screen. When clicked, the search bar will appear below the primary menu which will return results from across the entire website, including all content types such as advisories, documentation and discussion threads, as well as pages, groups, other users, and even the direct messages you’ve sent.

 

Most pages will also have a contextual menu near the top of the screen which pre-filters the results to only be relevant to the page. For example, if you were to perform a search on a Knowledge Base page, then only knowledge base articles for the respective product would be returned.  These contextual search bars also have the option to reduce the scope of the your search even further, by using the drop-down menu to the left or right of the search bar.

 

Home Page

Significant work has gone into the website home page in the new RSA Link platform to make it more useful than ever before.  Unlike the current RSA Link website, which has a fairly static home page, the new platform is very dynamic and ever-changing to give quick access to new and trending content that you find relevant, while still being a launchpad to the resources that brought you to the website.

 

New users – which will be everyone when the website first launches – will also see a new “Getting Started” section, which will promote helpful guides and tutorials for becoming familiar with everything that RSA Link has to offer.

We will also be working closely with teams across RSA to feature and promote high-value resources and announcements front-and-center.

 

In addition to having more content visible, the new RSA Link platform leverages analytics and integrations with other RSA systems to provide a tailored experience on the home page (and throughout the entire website) for users that are logged in. (Some of this functionality may not be available immediately upon launch but will be introduced shortly thereafter.)

 

For example, upon logging in, RSA Link will identify which products you own and will update the page sections accordingly to make the most of the available space to present what you care about the most. This means that if you only have the RSA Archer Suite product then you will see an RSA Archer-specific home page promoting content and resources focused around that product.

 

Furthermore, when logged in, you will find that the home page becomes more of a dashboard where you will have instant access to important data such as your open customer support cases, your subscriptions for which you receive email notifications, the forum threads on which you’ve been participating, and more.

 

Product Landing Page

Every page on the new RSA Link website has been thoroughly examined in order to identify how best to represent the resources so that your visit is as intuitive as possible.  For example, as many users tend to treat their product landing page as a sort of “home page” rather than beginning on the actual home page, these pages have been designed to have a similar user experience.  As mentioned previously, the product pages will have a persistent navigation menu that will allow you to easily browse between various pages.

 

Another new feature being introduced is what we refer to as the “On This Page” section, which displays at-a-glance what you will find on the current page. This will help you to know fairly quickly whether or not the resources you need are on the current page or if you must navigate to another location.  The various page elements have also been re-invented to provide the most applicable content to assist you during your visit.

 

Product Documentation

One of our favorite enhancements in the new RSA Link website is the new and improved product documentation page structure, which has been redesigned to more closely adhere to industry standards and best practices for technical documentation. Some of these features include a persistent, independent navigation menu for the entire documentation set, and easy-to-access options to switch between various product versions and languages.


Unlike the current RSA Link website where there is a different documentation landing page for each major/minor product version (for example, version 6.8, version 6.7, etc.), the documentation pages are consolidated in the new RSA Link platform so that you only need to navigate to a single documentation page and will then have direct access to all product versions and languages.

 

Authentication Enhancements

The last enhancement I will be discussing is something we are all extremely excited about, which involves the login and authentication for the RSA Link websites, including both RSA Link and myRSA.  In conjunction with the launch of the new RSA Link platform, the single sign-on system will undergo a major upgrade to significantly improve the user experience.

 

Not only will the user interface be updated and more mobile-friendly, but users will also have new options available to them for setting up their risk-based authentication methods. In addition to the security questions and On-Demand Authentication options available today, users will have the opportunity to leverage the RSA Authenticate mobile app and/or a FIDO security key such as the Yubico YubiKey for multi-factor authentication on RSA Link.

 

This means that, whenever prompted for additional verification upon logging in, you can do so with a simple tap of your finger on a security key, your phone or your smart watch.

 

Conclusion

Once the new website is available, there will be many resources available to help you to familiarize yourself with the new functionality and available features. One resource in particular will be the new Getting Started knowledge base where you will find several helpful guides and tutorials.

 

We are extremely excited for you all to experience the new RSA Link, and we look forward to the new opportunities that this new platform brings to help us even further strengthen our partnership with you in managing your digital risk.

 


 

Jeff Shurtliff, CISSP, CISM

Sr Program Manager, RSA Link

A primary objective at RSA is to ensure that our customers and partners have the best experience possible with their products and solutions, and this certainly applies as well to the services which support them.  As such, various teams across the company have been working tirelessly to further improve the myRSA platform in order to make it even more intuitive and easier to use. The latest release, which became generally available on February 17, 2020, is no exception, and its new features will be addressed in this post.

Improvements with Software Downloads

The primary improvement in this release is around accessing product software downloads and licenses.  In prior releases, navigating to software downloads or licenses would still redirect users to the legacy system (i.e. the RSA Download Central interface) where they would access the assets.

 

Accessing Downloads from the Software / License Page

In this latest release, the downloads are fully accessible within the core myRSA platform to provide a more cohesive process and to require less clicks to reach the assets.  This new user flow is demonstrated in the example below.

 

  1. On the Software / License page, the user will click on an entry for which they hope to download software.
  2. The user will be taken to a page where a version of the product can be selected.
  3. The user will then be taken to a Downloads page where the downloadable software will be listed along with their associated file names, descriptions, file size and checksum values.
    Any special instructions for the downloads, such as new licenses that are required, will be displayed under the Version Notes section when applicable. These are not to be confused with the standard product release notes.
  4. The user can select any needed items to download, as well as any licenses which can be found (when applicable) under the separate Licenses section.
    For incremental downloads such as service packs, patches, hotfixes and other utilities, if they are not listed on this downloads page then they can be found via the View Patches & Documentation link shown below, and which is addressed in another section of this post.
  5. If the user hasn't previously downloaded items for the particular release, it will be necessary to accept the End-User License Agreement (EULA) at the bottom of the page before the Download button in the bottom-right corner will become active and the file(s) can be downloaded.
  6. Upon agreeing to the EULA (when applicable), clicking on the Download button in the bottom-left corner will initialize the selected download(s).

 

Accessing Downloads from the Orders Page

It is also important to note that software and licenses can still be accessed via the Orders page using the blue Download icon next to the serial number or license key for items within a purchase order.  This will route the user through the same experience mentioned in the previous section, beginning with Step 2.

 

Accessing Downloads from the Products Page

The Products page, which was introduced in the previous myRSA platform release, allows you to view all of your orders and access your downloadable content for a particular product, rather than browsing chronologically on the other pages. This is demonstrated in the steps below.

  1. The user clicks on the Products option in the main navigation menu, and then clicks on the product for which downloads are needed.
  2. The user clicks on the Serial Number or License Key for one of the purchase orders in the displayed results.


Registering New Products

Users with sufficient authority for their company's account now have the ability to add new products directly within the myRSA platform.  After selecting a product on the Products page, these users will see a Register New Product button in the top-right corner of the page.  The process for using this button is described below.

  1. The user clicks on the Register New Product button.
  2. A dialog window will appear where the user can select the method with which to look up the new product (e.g. Contract Number, Serial Number, RSA Archer key or Site ID) in the Product Information field.
  3. The user then enters the lookup information (e.g. serial number) and clicks the Register button, after which the product will appear within myRSA and software downloads, licenses and other information can be accessed.

 

Browsing the RSA Product Resources Page

As mentioned in an earlier section of this post, incremental downloads such as service packs, patches, hotfixes and utilities that do not appear within the myRSA platform can be accessed by clicking on the View Patches & Documentation button on the downloads page, as shown below.

This will direct the user to the new RSA Product Resources page, which provides quick access to all resources for RSA products and solutions from a single location.  The page can be leveraged as shown in the example below.

  1. The user clicks on a product family tile.
  2. In the menu that appears for the selected product family, the user clicks on one of the options to expand its contents.
  3. Expanding the option will display the associated versions and/or components and the user can click on one of the respective hyperlinks to access resources such as Downloads, Documentation, Advisories and more.

 

Conclusion

We hope you will enjoy and find use in the new features that have been introduced, and we look forward to your feedback on how we can continue to improve the Total Customer Experience at RSA.

The RSA Global Services, IT and Operations teams are proud to announce the September 2019 release of the myRSA platform, which is the primary asset management portal for all RSA products and solutions, and is the sister website to RSA Link.  This release—which is scheduled to release on or around September 27th—introduces the new Products page, which will be described in more detail below, along with other minor functionality and cosmetic improvements based on feedback received by customers, partners and employees.

 

All-New Products Page

When the new release is generally available, users will find a new Products option in the left-side menu within the myRSA website, which will direct users to this new section of the interface.

Upon navigating to the new Products page, users will be able to view all of their RSA products grouped by product family on which they can click to view information specific to each product.  This provides a simple method to find downloads, order information and more without first knowing the the purchase date, purchase order, order number, etc.

Clicking on a listed product will display all related products associated with the account and selected site, along with their SKU number & description, most recent order number, serial number and the end date and status of their respective maintenance contracts.

Click to enlarge

Products whose maintenance contracts have expired but are still within the renewal grace period will show a yellow status icon, and those whose maintenance contracts have expired and have exceeded the grace period will show a red status icon.  Both status levels will include a hyperlink next to them (shown above) that will assist the user in initiating the renewal process for the expired contract.

 

Clicking on the hyperlink for Most Recent Order # will direct the user to a filtered view of the Orders page where they can view high-level information about the order and can optionally click on the order to view its full detailed information.

Similarly, clicking on the hyperlink for the Serial Number will display a filtered view of the product within the Software / License page with its high-level details.  Clicking on this entry will route the user to the page on which they can download the corresponding product software and/or licenses.

We hope you enjoy this new functionality, and hope that it will improve your overall success and experience with RSA.  We look forward to unveiling even more new and improved functionality in future releases of the myRSA platform.

 

If you are new to the myRSA platform and would like to learn more, we encourage you to watch the Introduction to myRSA video on RSA Link, which provides a full demonstration of the website's capabilities.  (This video will be updated following this upcoming release to include a section on the new Products page mentioned above.)

 

If you experience any issues with accessing or navigating the portal, you may ask a question on the RSA Support community forum within RSA Link, or you may contact RSA Customer Support for assistance.  We would also love to hear your feedback on this new release—and regarding the myRSA platform in general—which you can provide by posting your feedback on the RSA Support community forum.

 

Thank you for your business,

RSA, a Dell Technologies business

At the beginning of this year, RSA announced the decommissioning of the RSA Download Central platform and the launch of the myRSA portal as its replacement.  The debut release of the myRSA portal [established] a major foundation to support a better customer experience behind the scenes and introduced a much better user experience for viewing and managing RSA software and licenses.

 

Following the initial launch, RSA listened closely to feedback from customers, partners and employees in order to better understand how to continuously improve the functionality and the satisfaction of the myRSA end-users.

 

In this month's new release, RSA is proud to announce further enhancements to the myRSA portal that will allow RSA customers and partners to manage their RSA assets even easier and more intuitively.

 

Some of these enhancements include the following:

 

  • Orders and Order Details
    All RSA orders placed on or after February 1st, 2019, will be visible directly within myRSA, as opposed to only being available within the PDF documents supplied via email when orders are placed and fulfilled. The Order Details view includes information such shipping details, fulfillment status, product and licensing information, end-user contacts and more.

  • Navigation Improvements
    For those with more than one site, it is now easier than ever to locate the appropriate site that you need as the site selection field has been redesigned to display the most important information first. (e.g. name and address rather than the Site ID) The site selection field is now persistent across the entire myRSA portal so you can easily switch between sites without first returning to the Software/License page.

  • Redesigned user interface
    The overall user interface for the myRSA portal has been updated in several ways to streamline the user experience and to provide a more unified experience between the other RSA online portals and websites such as RSA Link, RSA.com and the RSA Case Management portal.

 

More information will be made available shortly regarding this upcoming release in the Frequently Asked Questions about myRSA  document as well as in the Introduction to myRSA video.  You may also ask any questions you may have on the RSA Support community forum within RSA Link.

 

Thank you for your business.

RSA, a Dell Technologies business

The world’s digital transformation is well underway and is changing our economy. At the center of this digital transformation is the experience economy. How we approach our world – our work, our social activities – is informed by our experiences. Modern technological experiences have conditioned us to expect everything to be at our fingertips, conveniently, anytime, anywhere in real-time. Digitally interacting every second of every day challenges business models, risk tolerance and the global cybersecurity industry. Not only in providing the best protection, but also the best user experience.

 

Let’s talk about your RSA experience. The RSA Global Services – including Consulting, Professional Services, Customer Support, and Customer Experience – interact with you on a regular basis, and we greatly appreciate your positive feedback and have intently listened to your concerns. Based on what you’ve said, RSA is committed to drive improvements in your customer experience, beginning with an evolution in our support and online tools.

 

Working to provide a more seamless customer experience, we are proud to announce myRSA – the new web platform for managing your RSA assets. With this redesign of the RSA Download Central platform you will be able to download software, licenses, upgrades, service packs and patches, review order history and view upcoming renewals. With the February 13, 2019 launch of myRSA we begin our journey to streamline your experience with a new look. The underlying functionality remains the same until additional features and enhancements become available in 2019. If you currently use RSA Download Central you will be redirected to the new experience; please update your bookmark. Customers will receive a link to myRSA via email as their assets become available.

 

This first release establishes a major foundation to support a better customer experience behind the scenes. We have much more to accomplish on this journey, but each incremental step we take has a significant positive impact on you. Please continue to provide your feedback so we can match your needs and provide the experience you deserve.

 

To ensure we do this right, we will be following-up with a short survey after this release. Please look for an email message from me in the coming weeks.

 

Thank you for your business.

 

Doug Howard,
VP, Global Services and IT Transformation