|Applies To||RSA Product Set: Adaptive Authentication (Hosted)|
RSA Product/Service Type: Adaptive Authentication (Hosted)
|Issue||The 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.|
|Resolution||Step 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.