000033326 - Handling Back Office SuperAdmin access in RSA Adaptive Authentication for eCommerce/3DSecure

Document created by RSA Customer Support Employee on Dec 20, 2016Last modified by Yasmine Dowidar on Jul 10, 2017
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Article Number000033326
Applies ToRSA Product Set: Adaptive Authentication for eCommerce/3DSecure
RSA Version/Condition: 17.5 to 18.5
Product Name: Adaptive Authentication for eCommerce/3DSecure

IssueHow to provide Back office Super Admin access and password reset for the user.
Customer Service is no longer directly making changes to any AAeCOM BackOffice user account requests. 
Our SaaS Operations team will now process only requests to create or reset Super Administrator level accounts. 
CauseThese changes were to meet PCI compliance mandates.
ResolutionAs per the new procedure,only SaaS Ops can create Super Admin access.
1. Ask the customer to provide the URL and also below details for new user :
First Name:
Last Name:
Desired username:
Group name: 
Valid customer SMS/Text capable phone OR Valid customer email address: 
Customer requires to be notified on SMS/Text source number: Y/N 
2. Make sure that customer is requesting access and password reset only for Super Admin,other than Super Admin SaaS team will not create any other access instead they need to contact their respective Super Admin's.
3. Open Saas case for access and provide all the above details (Step 1).
4. If it is password reset,get user Id and provide to saas team.
5. SaaS team will create access or do password reset and share the details directly with customer.
6. Confirm with the customer if he/she is able to login.