Can you send us the procedure for creating a support account on our RSA console?
Could you explain what you mean by a support account? Are you speaking of an RSA admin who can create users, assign tokens, etc. or perhaps a service account that you can use to confirm authentications are working between a device on your network and the Authentication Manager server?
If you click on a user in "Manage Users", one of the menu items is "Assign Administrative Role". While you can create your own roles, there are a number of roles built-in to RSA Authentication Manager. For example, there is a role called "Auth Mgr Help Desk" that might be applicable depending on what is meant by "support".
I would recommend you review the permissions and scoping of any administrative role prior to assigning it to a user.
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