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One of the biggest commitments we at RSA make to our customers is to provide best-in-class security products that help manage digital risk.  Our goal is to do so with maximum reliability while also requiring minimum effort on your part.  However, we know, that even best-in-class products occasionally need help to install, use, and maintain them.  While we are continuously focused on improving our support services to ensure that every interaction you, our customers, have with us is positive and quick, we realize that even the best support interaction still requires time and effort on your part.  And what’s more valuable than time?

 

With that in mind, today I am happy to officially launch our Engineering Request dashboard within the RSA Case Management portal, which will allow you to monitor progress of Engineering Requests (ER) opened on your behalf*.  Not only will you be able to see progress of your ER’s, but you will be able to do so on your own, without the need to call support for an update. 

 

To access this information, navigate to the RSA Case Management portal by clicking on My Cases in the main menu on RSA Link.    Clicking on the Engineering Requests tab will display Engineering requests that have been opened on your behalf (linked to your support cases) since January 1, 2018.  For each of these, you will be able to see its Status to know when the issue has been addressed, and if a fix is included in a release, you’ll see the release number as well.

  

Click to enlarge

 

This is just another small improvement to your support experience.  Stay tuned for the more exciting upcoming changes.

 

In the meantime, if you have any feedback on this enhancement or other ideas to continue to improve your experience, please share! 

 

* This functionality is currently only available for the RSA Archer Suite and the RSA NetWitness Platform. Additionally, you will only be able to monitor Engineering Requests that were opened directly on your behalf and are not security issues that could have sensitive information.  We will encourage you to utilize the RSA Ideas portal to manage and monitor Enhancement requests.

Anya Kricsfeld

Launching RSA Ideas

Posted by Anya Kricsfeld Employee Oct 31, 2017

For years RSA has been in business of providing best-in-class security products and services to you, our customers.  I am proud to be surrounded by extremely intelligent and creative coworkers who amaze me with their knowledge, imagination, and ability to make abstract a reality on daily basis.  However, I am even more astounded by the unending well of new ideas I see coming from our customer community every time I interact with or observe an interaction between us and you.  You are the true inspiration and driving force of our innovation.  We build products that solve your problems, we offer services that help you, and everything we do - we do with you and your success in mind.

 

This is why I am happy to officially introduce you to a new way to harvest and crowdsource our collective ideas together.  This month, we have launched new idea pages on our RSA Link Community:

 

 

These destination pages are places for you to show off your creativity and need, to suggest ways that would improve our offerings to help you be more successful.  It is also the place where you can collaborate on your ideas with other like-minded individuals and vote on ideas suggested by others.

 

We have a great customer community, let’s harness its creative power to see what we can come up with together.

 

For more information, please check out the following FAQs:

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