000035325 - Back Office Case Management contradictory results in RSA Adaptive Authentication (Hosted)

Document created by RSA Customer Support Employee on Aug 19, 2017
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Article Number000035325
Applies ToRSA Product Set: Adaptive Authentication (Hosted)
IssueIn reviewing cases, a user notices what appears to be contradictory results being displayed on an authentication done by the user.
User-added image
Showing the result as Failed but the Case status as Successfully authenticated. 
ResolutionThe reason for this seeming contradiction is that a user has 30 minutes to complete an authentication before a case is created and set to new.
User-added image
Looking at the corresponding activity in the customer service tab there are 4 authentication attempts, 3 failed and 1 passed and all are time stamped place at 12:50.
Since the user was ultimately able to pass authentication, a case was created which shows that the user attempted, failed authentication attempts but ultimately successfully passed authentication.
Please review page 41 of the RSA Back Office User Guide for more details.