|Applies To||RSA Product Set: Adaptive Authentication (Hosted)|
|Issue||In reviewing cases, a user notices what appears to be contradictory results being displayed on an authentication done by the user.|
Showing the result as Failed but the Case status as Successfully authenticated.
|Resolution||The 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.|
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.