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 Sep 8, 2018
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Article Number000034866
Applies ToAll RSA Products
IssueAfter raising a support case, the assigned support engineer may sometimes request files from your product deployment, 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 will often allow support to provide a useful response more quickly, as the support engineer will have access to the information as soon as 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
  • 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 very 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 non-urgent support cases), you can attach file(s) to your emailed request.
  • After: When a support case has been created, you will receive a confirmation message from RSA's CaseUpdate email address.  You can "reply all" to that or any subsequent email from that address for the case and attach the file(s) you need to send to RSA.
When emailing CaseUpdate, you must always include the "ref" number for the case in the case subject.  It must be intact as we have sent it to you in square brackets, e.g. [ ref:_00D70IwPy._999999nnnnn:ref ] , otherwise your email will not be seen by a support engineer.  The easiest way to ensure the "ref" number is correct, is just to "reply all" to an email we have sent you for the case, without changing the subject line.

File sizes and types that can be sent by email will be limited by RSA's and your organization's email servers, and 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 to us and read the reason it gives for the problem.  If you are not able to fix the problem and email again, use another method to send us the file(s).

If sending files in an email to an individual RSA support engineer's email address (instead of to RSA CaseUpdate) you must make sure the support engineer will be available to receive the email so they can add your message and files to the case.  If a support engineer becomes unavailable for some reason before the message and files have been added to the case, you will need to re-send the email to the next support engineer assigned to the case.  This is because 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, we recommend sending files using the RSA Support Case or RSA SFTP methods described below, rather emailing them to an individual support engineer.

Secure Email


Some organisations use a secure email service to send encrypted emails, including file attachments.  To send files to RSA Support using your organization's secure email service, we recommend sending to RSA's CaseUpdate email address, so the secure email with its attached files can be accessed by 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 sent to the CaseUpdate email address must include the "ref" number for the case in the case subject.  It must be intact as we have sent it to you in square brackets, e.g. [ ref:_00D70IwPy._999999nnnnn:ref ] , otherwise your email will not be seen by a support engineer.
    • If the secure email server sends additional emails to CaseUpdate, such as for password confirmation, those additional emails 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(s) sent to CaseUpdate via your secure email server can be accessed by another support engineer if need be, for this or any other support case for your organisation.
  • Sending to an individual RSA support engineer's email address
    • Bear in mind that emails, including secure emails, sent to an individual RSA support engineer's email address cannot be accessed by another support engineer. 
    • You must check that the support engineer you are sending to will be available to receive the secure email so they can add the decrypted message and files to the case. 
    • If a support engineer becomes unavailable for some reason before the decrypted message and files have been added to the case, you will need to re-send the secure email to the next support engineer assigned to the case. 
If these limitations mean 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 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 file(s) have been uploaded:

  1. Login to RSA Link and click on the My Cases option in the main menu to access the Case Management portal.
  2. Click on the Cases tab if not already there.
  3. A list of recent cases you've been working with will be displayed.  If your support case's number does not already appear in the Recent Case list shown, select My Open Cases from the drop down menu.
  4. Click on the appropriate case number in the list to display your case's details page
  5. There are two different methods you can use to upload files directly to your support case.  Use whichever is more convenient, considering file size.  The two methods are described in the table below:

Attach method
   (Maximum file size 25Mb)
Feed method
   (Maximum file size 2Gb)

  
  1. Scroll to the bottom of your case's details page
  2. Click the Attach Files button then follow the prompts.
  

  
  1. If the Feed at the top of the case is not shown, click "Show Feed". Show Feed
  2. Below "Hide Feed", click the File icon. File icon
  3. Click "Upload a file from your computer" Upload a file
  4. Click "Choose File" and follow the promptsChoose file
  5. Enter any additional information in the "Say something about this file..." section
  6. Click Share to upload the file to the case.
  


 



RSA SFTP


Refer to the knowledge base article entitled 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 need to send, please discuss your requirements with RSA Customer Support.
ResolutionThe best method to send files to RSA Customer Support will depend on:
  • The size of the file
  • The sensitivity and type of the file's contents
  • What is most convenient for you
Notify the support engineer 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 and/or to bundle multiple files into one convenient file.  Note that 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 need to send very sensitive information, such as credit card numbers, discuss the best method to use with a support engineer before sending the data to us.
  • File encryption can be used to provide a degree of security for file contents.  Security is dependent on various factors including the encryption algorithm 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 organisation'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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