000035467 - Not seeing the Analytics tab for reporting in the Back Office for RSA Adaptive Authentication for eCommerce

Document created by RSA Customer Support Employee on Dec 9, 2017
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Article Number000035467
Applies ToRSA Product Set: Adaptive Authentication for eCommerce
RSA Version/Condition: 17.2
IssueA user has requested that he/she be given the ability to run reports in the Back Office. A request has been made to the operations team to add his/her IP address to the list of IP addresses that can have access to analytics and operations reports that this has been done. The user then attempts to run the report, and the analytics tab is still is not appearing in the Back Office.
Your own access to the user's Back Office is showing the Analytics tab and you have confirmed that the user's role allows access to printing using analytics.
ResolutionThere may be an issue with the operations team not adding the IP address for access to analytics correctly.
  1. Have the user send a screenshot of the missing Analytics tab as well as another screenshot that lists the user's IP address.
  2. Open or re-open a SaaS support case asking operations to review the adding of the IP address and be sure to include the screenshots from the customer.