How to assist customers regarding RSA Via Access connector issues
Originally Published: 2016-06-13
Last Modified: 2023-09-25
Article Number
000067858
Applies To
RSA Product Set:  RSA Via Access
 
Issue
Customer would like to protect an application with Single Sign On (SSO) using RSA Via Access. 
There is a defect in provided connector or the customer is requesting that a new connector be added to the application catalog.
Tasks
Engage Partner Engineering/GS-Labs by creating a case  in Jira in Via Access Connectors (VIAAC)
  • The submitter should try to review and reproduce the bug
  • The defect notes must contain required information
  • Issue Type should be filed as Jira type "defect"
  • RFEs should be filed as type "Enhancement Request"
  • In order to identify a bug as a customer reported issue please fill in the following fields
  • Customer Name (Please enter the customer’s name)
  • If the bug is new and not an existing bug update the “Discovered by function” field to have the value “CS – Customer reported”
  • If the bug requires immediate attention (hotfix required, etc) by the customer select the Hot Site checkbox (Select – Yes), set Priority to 0
  • If the issue is a Hot Site fill is the latest status in the “Hot site Status” field so everyone can easily see what the latest status is for the Hot site
  •  Set Labels to HFED or SAML depending on connector type.
  •  Fill in Summary field
  •  Fill in the description of the issue.  Make sure to include salesforce case number.
  •  Fill in Connector Application Name.
  •  Assignee in JIRA case should be set to Scott Atchue.
Resolution
 
 
 

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