000033711 - Customer requests RSA to provide the challenge questions and answers in Adaptive Authentication (Hosted)

Document created by RSA Customer Support Employee on Dec 23, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000033711
Applies ToRSA Product Set: Adaptive Authentication (Hosted)
RSA Product/Service Type: Adaptive Authentication (Hosted)

IssueThe customer may open a case requesting that challenge questions and answers for a particular user-id or user ids or at the FI or regional level are provided by RSA.
ResolutionStep 1 : Call the customer from the number provided in the case notes and request the customer for the following information.
             - Ask the customer for specific RSA user-id or RSA user-ids.
             - Ask the customer for specific date and time for the transaction.
             - Ask the customer for the particular FI ID.
Step 2 : After getting all the details from the customer, raise a SAAS case regarding this issue.
Step 3 : The Ops team will provide an attachment containing the challenge questions and answers.
Step 4 : Forward the attachment to the customer.