000033317 - How to assist customers regarding RSA Via Access connector issues

Document created by RSA Customer Support Employee on Jul 19, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000033317
Applies ToRSA Product Set:  RSA Via Access
IssueCustomer would like to protect an application with Single Sign On (SSO) using RSA Via Access. 
There is a defect in provided connector or the customer is requesting that a new connector be added to the application catalog.
TasksEngage Partner Engineering/GS-Labs by creating a case  in Jira in Via Access Connectors (VIAAC)
  • The submitter should try to review and reproduce the bug
  • The defect notes must contain required information
  • Issue Type should be filed as Jira type "defect"
  • RFEs should be filed as type "Enhancement Request"
  • In order to identify a bug as a customer reported issue please fill in the following fields
  • Customer Name (Please enter the customer’s name)
  • If the bug is new and not an existing bug update the “Discovered by function” field to have the value “CS – Customer reported”
  • If the bug requires immediate attention (hotfix required, etc) by the customer select the Hot Site checkbox (Select – Yes), set Priority to 0
  • If the issue is a Hot Site fill is the latest status in the “Hot site Status” field so everyone can easily see what the latest status is for the Hot site
  •  Set Labels to HFED or SAML depending on connector type.
  •  Fill in Summary field
  •  Fill in the description of the issue.  Make sure to include salesforce case number.
  •  Fill in Connector Application Name.
  •  Assignee in JIRA case should be set to Scott Atchue.