000034759 - Activity History vs. User History in Customer Support Portal in RSA Adaptive Authentication (Hosted) 11

Document created by RSA Customer Support Employee on Mar 30, 2017Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000034759
Applies ToRSA Product Set: Adaptive Authentication (Hosted)
RSA Product/Service Type: Adaptive Authentication (Hosted)
RSA Version/Condition: 11
 
IssueIn the customer support function in the back office, the user is seeing that the same transaction is giving different information in the User History vs. the Activity History, which in this case is an authentication.

User-added image
User-added image
(word doc also attached with these screen shots)
 
ResolutionThis is just due to the different presentation of the data for the same transaction.
  • In the Activity History we see that the transactions (authentications) are listed as being 'failed' while
  • in the User History we see that the corresponding transactions as being listed as 'Not Performed'.
The reason for these differences is that Activity History is giving the basic details as the transaction failed, while the User History provides more details, providing that the transaction has failed because it was 'never performed'.  (which is a valid  reason for a failed authentication result, it means the authentication flow was never initiated, RSA was waiting for a response and it never came)
 

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