000034866 - How to upload files to RSA Customer Support for analysis

Document created by RSA Customer Support Employee on May 6, 2017Last modified by RSA Customer Support on Jan 29, 2020
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Article Number000034866
Applies ToRSA Product Set: All
IssueAfter raising a support case, the assigned support engineer may sometimes request files, such as log files or screenshots, to help us answer your questions or troubleshoot.

Or, when you first raise a case with us, you may want to proactively upload files to help you describe the issue. This allows support to provide a useful response more quickly, as the support engineer has access to the information when they are assigned to your case.

There are three main ways you can send files to RSA Customer Support:
  • Send an email to the support engineer using the case email.
  • Attach the files directly to your RSA Support Case in the Case Management portal within RSA Link.
  • Upload to the RSA SFTP (Secure File Transfer Protocol) site.
Product-specific or other methods may be possible, particularly for highly sensitive data.
Tasks

Email


You can attach files to an email sent to RSA Support either before or after your case is created.

  • Before: If you are raising a support case by sending an email to RSA Support (only for nonurgent support cases), you can attach files to your emailed request.
  • After: When a support case is created, you receive a confirmation message from RSA's CaseUpdate@rsa.com email address. You can reply all to that or any subsequent email from that address for the case and attach the files that you must send to RSA.

When replying to an email sent from CaseUpdate, you must always include the reference (ref) number for the case in the case subject. This string must remain intact, as we have sent it to you in square brackets; for example, [ref:_00D70IwPy._999999nnnnn:ref]; otherwise your email will not be seen by a support engineer. The easiest way to ensure that the ref number is correct, is to use Reply All to an email we have sent you for the case, without changing the subject line.



File sizes and types that are sent by email can be limited by email servers that used by both RSA and your organization. This can vary from time to time due to IT infrastructure changes. After emailing a file to RSA, always check for any automatic responses that tell you that your email was not able to be delivered. Review the reason for the failure, and correct it. If you cannot fix the problem and resend the email, use another method to send us the files.

If sending files in an email to an individual RSA support engineer's email address instead of to RSA CaseUpdate, you must ensure that the support engineer is available to receive the email so they can manually add your message and files to the case. Problems arise if the engineer goes off shift or goes on leave. Your email remains in the engineer's inbox. If you must call in and have your case reassigned, you must send your files again.

Emails sent to an individual RSA support engineer's email address cannot be accessed by another support engineer. To avoid possible delays due to email access limitations, it is recommended to send files using the RSA Support Case or RSA SFTP methods described below, rather emailing them to an individual support engineer.


Secure Email


Some organizations use a secure email service to send encrypted email messages, including file attachments. Send these files to RSA's CaseUpdate email address, so the secure email with its attached files are available to any support engineer assigned to your case. The following requirements must be met:


  • Sending to RSA CaseUpdate (recommended)



    • As with standard email, a secure email that is sent to the CaseUpdate email address must include the ref number for the case in the case subject. It must be as it is provided to you in square brackets, for example [ref:_00D70IwPy._999999nnnnn:ref], otherwise your email will not be seen by a support engineer.
    • If the secure email server sends additional email messages to CaseUpdate, such as for password confirmation, those additional email messages must also contain the case ref number in the email subject. 
    • Any password assigned to CaseUpdate for your secure email server must be able to be reset, so that email that is sent to CaseUpdate using your secure email server can be accessed by another support engineer if need be, for this or any other support case for your organization.

  • Sending to an individual RSA support engineer's email address



    • Bear in mind that email messages, including secure emails, sent to an individual RSA support engineer's email address cannot be accessed by another support engineer. 
    • Confirm that the support engineer you are sending to is available to receive the secure email so they can add the decrypted message and files to the case. 
    • If a support engineer becomes unavailable before the decrypted message and files have been added to the case, you must resend the secure email to the next support engineer assigned to the case. 
If these limitations mean that your secure email service is not suitable for sending to RSA Support, consider using either the RSA Support Case method or the RSA SFTP method that are described below.


RSA Support Case


You can upload files to any open support case you have with RSA. This can be done at any time after the case has been created. If a Support Engineer has already been assigned to your case, for fastest turnaround be sure to let them know when the files have been uploaded:

  1. Log in to RSA Link and click the My Cases option in the main menu to access the Case Management portal.
  2. Click the Cases tab, if not already there.
  3. A list of recent cases you have been working are displayed. If your support case number does not appear in the Recent Case list that is shown, select Open Cases from the drop-down menu, and click Go.
  4. Click the appropriate case number in the list to display your case details page.
  5. Scroll to the bottom of your case's details page.
  6. Click Attach Files then follow the prompts. With this attach method there is a maximum file size of 25 Mb.

User-added image



RSA SFTP


See article 000026364 - How to upload files onto the RSA Secure FTP (SFTP) site for review by Customer Support for more information about this method.
 

Other Methods


If none of the above are suitable for the data you must send, discuss your requirements with RSA Customer Support.
ResolutionThe best method to send files to RSA Customer Support depends on:
  • The size of the file,
  • The sensitivity and type of the file's contents, and
  • What is most convenient for you.
Notify the support engineer who is assigned to your case if you are having difficulty sending files.
Notes

Important Data Security Considerations



  • For larger amounts of data, RSA recommends using an industry-standard compressed file format, such as a .zip, .7z or .tar.gz file, to reduce the size of data being sent or to bundle multiple files into one convenient file. Some file formats, such as jpeg, are already compressed so further compression will not reduce file size dramatically, and may slightly increase it.
  • If you must send highly sensitive information, such as token seed records or credit card numbers, discuss the best method to use with a support engineer before sending the data.
  • File encryption can be used to provide a degree of security for file contents. Security depends various factors including the encryption algorithm that is used, size of key, password complexity, and use of an independent secure channel (such as a phone call) to deliver the password to RSA Support. RSA recommends considering your organization's data security policies and compliance requirements before sending sensitive data.
  • Often sensitive data, such as passwords, will not be required by RSA Support and should not be sent to us. Unless RSA Support advises you otherwise, always mask passwords, etc. in the data before sending. Screenshots can be edited using a simple image-editing utility, such as Microsoft Paint. Audit, log, and trace files can usually be edited in a text editor, such as Notepad++, or in the tracing software.

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