RSA Announces Significant Case Management Application Enhancements with the Release of RSA Adaptive Authentication (Cloud) 14.1.3 Patch

Document created by RSA Product Team Employee on Feb 18, 2020Last modified by RSA Product Team Employee on Mar 15, 2020
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Summary:

We are happy to announce significant enhancements to the Case Management application, which includes improved efficiency for marking cases and advanced fraud investigation, with the release of RSA Adaptive Authentication (Cloud) 14.1.3 patch. This release includes these new features, enhancements, and changes.

What's New in This Release

New case marking process improvements when working with cases on the View the Queue page in the Case Management application

When viewing cases in the View the Queue page of the Case Management application, these new improvements to the case marking process have been implemented:

  • In the View the Queue table, the first column, which displayed a View Details link and opened the View Case page, has been removed.
  • When double-clicking on any row in the View the Queue table, the Update Case page is displayed with the case in edit mode.
  • To support these changes in the View the Queue page, additional changes were made in the Update Case page.

For more information, see View the Queue Page and Update a Specified Case in the Back Office User Guide.

New enhancements when updating cases on the Update Case page in the Case Management application

When updating cases in the Update Case page of the Case Management application, these new improvements have been implemented:

  • New support for selecting all the events listed in the Update Case page of the Case Management application when manually setting the resolution for an activity: When manually setting the event resolution for the events associated to a particular case in the Recent Account Activities section of the Update Case page in the Case Management application, it is now possible to select all the events listed on the page by selecting the toggle checkbox on the table header row, instead of having to select each event individually. For more information, see Manually Set a Resolution for an Activity in the Back Office User Guide.
  • New support for saving changes to the event resolution when updating a case in the Case Management application: When updating a case and saving changes made to the Event Resolution drop-down list in the Recent Account Activities section in the Update Case page of the Case Management application, you only need to click the Save Changes button as opposed to clicking a separate Go button. As a result, the Go button has been removed from the user interface. For more information, see Update a Specified Case in the Back Office User Guide.
  • New support for displaying the View Case page after saving changes on the Update Case page in the Case Management application: When updating a case in the Case Management application and the changes are saved by clicking Save Changes, the View Case page is displayed, so you can view the changes. For more information, see Update a Specified Case in the Back Office User Guide.
  • New support for saving changes and moving to the next case when updating a case from the Case Management application: When updating a case, it is now possible to save your changes in the Case Details and Recent Account Activity sections of the Update Case page and display the next case in the list in edit mode by clicking the new Update and move to next button. The next available case displayed is based on the results listed in the View the Queue page. As a result, only a user with permissions to the View the Queue page can use this feature. Otherwise, when a user does not have the proper permissions clicks the Update and move to next button, the View Case page is displayed.
    Note: The Update and move to next button on the Update Case page differs from the button on the Process Queue page, which works according to case assignment logic.
    When there are no other cases to display, the page displayed is dependent from where the case is updated and user permissions:
    • When a user updates a case from the View the Queue page and there are no more cases to display, the View the Queue page is displayed.
    • When a user updates a case from the Lookup User page and there are no other cases to display, the View Case page is displayed.

       For more information, see Update a Specified Case in the Back Office User Guide.

New support for exporting the results displayed in the View the Queue page and the Recent Account Activity section in the View Case page in the Case Management application

It is now possible to export the results displayed on these pages to a CSV file by clicking the Export to CSV button that is displayed after the results:

  • View the Queue page: For more information, see View the Queue Page in the Back Office User Guide.
  • Recent Account Activity section in the View Case page: The exported file name uses this format: <user_name>_DDMMYYY_
    Recent_Activities.csv. For more information, see Case Management Menu and View Case Page in the Back Office User Guide.

New additional filters added to the Research Activities page of the Case Management application

These additional filters have been added to the Research Activities page of the Case Management application:

  • Hardware ID: Text field
  • Cookies: Text field
  • SIM ID: Text field

For more information, see Research Activities Filters in the Back Office User Guide.

New User Agent String column added to the Activities Raw Data Report

The Raw Data Report called Activities Report now includes a new column called User Agent String, which indicates the current user agent for the transaction. This value is retrieved from the HTTP request header and is used in device profiling. For more information, see Activities Report in the Raw Data Reports User Guide.

New Personal Identification Information is Sent Hashed checkbox added to the General parameters in the Application section of the Administration Console

The General Configuration parameters in the Application section of the Administration Console now includes a new checkbox called Personal Identification Information is Sent Hashed, which indicates whether the customer sends Personally Identifiable Information (PII) as plaintext or hashed. The default configuration is plaintext and the checkbox is clear. When configured to use plaintext, RSA hashes the data before sending it to any third party applications. For more information, see General Parameters in the Back Office User Guide.
Note: Adaptive Authentication requires customers to send personal information anonymized. No personal information can be sent open in the system unless it is performed as part of the authentication flow. For more information on these requirements and the anonymization methods supported, see Understanding the Anonymization Requirements of Personally Identifiable Information (PII) in the API Reference Guide.

 

For additional documentation, downloads, and more, visit the RSA Adaptive Authentication page on RSA Link.

 

EOPS Policy:

RSA has a defined End of Primary Support policy associated with all major versions. Please refer to the Product Version Life Cycle for additional details.

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