000034675 - Case management in RSA Adaptive Authentication (OnPrem) - Cases closed as Suspected Fraud even when marked as Confirmed Genuine

Document created by RSA Customer Support Employee on Jan 18, 2017Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000034675
Applies ToRSA Product Set: Adaptive Authentication (OnPrem)
RSA Product/Service Type: Adaptive Authentication (OnPrem)
RSA Version/Condition: All/Generic
Platform: All
Platform (Other): All
O/S Version: All
IssueWhen a case is closed as Confirmed Genuine, a warning message is displayed which states that the cases are being closed as Suspect Fraud and the closure resolution is considered Suspect fraud
These activities can be flagged by the system, depending on the policies configured in the environment or if an end user is asked for additional authentication and fails to pass the same.
Screenshot of the case in queue : 
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Screenshot of activities related to the specific user :
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When the case is being worked upon and being closed and the associated flagged activities are not marked genuine, the system would display a warning and treat the case as “Suspected Fraud” and not genuine and stays in this status until it stays all the flagged activities are marked as genuine.
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To mark individual flagged activities to genuine, we would need to check the individual flagged activities select Confirmed genuine and click go.
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Note : Only 5 activities are listed per page, if there are more than 5 activities, we need to navigate to different pages and carry out same process for all associated flagged activities. The page information would be listed on the right corner of activities section.
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Once these activities are marked genuine and the case is closed, the closure resolution would be considered as Genuine confirmed.