000034504 - How to troubleshoot when Policies do not work in RSA Adaptive Authentication (Hosted) 11

Document created by RSA Customer Support Employee on Mar 1, 2017Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000034504
Applies ToRSA Product Set: Adaptive Authentication (Hosted)
RSA Product/Service Type: Adaptive Authentication (Hosted)
RSA Version/Condition: 11
IssueA customer may have issues with a rule(s) that are not behaving as expected.  
Example request from one of our customers --
Since September the rules from two FIs not always worked.
The rules provided have not triggered as expected, yet they feel that the transactions they analyzed meet all the conditions to trigger the rule. Please review why this rules not always work. 
ResolutionThere may be conditions for this rule that are not actually working correctly in either the setup of the rule, or something with the Risk Engine. 
The best way to approach this is to have Customer Support first look in the BackOffice Policy Manager, and look at some customer provided example transactions.
If there are no observations that can help resolve the issue, then Customer Support should open up a ticket with the CTO team to investigate specific examples of transactions that are not firing correctly according to the customer. 
The CTO team will perform a number of queries and analysis based on the particular issue, and provide feedback to Customer Support, to share with the customer. 
Frequently found issues -- 
1. normal behavior, but there is an explanation that the customer had not known. 
2. A sensor(one of the conditions of the rule) was not correct and needs correction by customer or CTO. 
3. The (Common Risk Engine) CRE needed some corrections/adjustments which will be performed by the CTO.