Skip to content
  • There are no suggestions because the search field is empty.

Steps for working a support request before involving a senior Technical Support Engineer

Issue

An RSA technical support engineer has accepted a new support request from the appropriate product queue.  This article provides best practices for working the case and how to escalate to ATS, if needed.


Tasks

 Basic tasks when starting a Support Request

  1. Check case data and correct if needed

Cases opened for customer support requests must be accurate, so check the case has all of the requested data as per email template shown in knowledge article  000028223 - Opening a Support Request.
 
An RSA technical support engineer may need to ask further questions relating to the customer’s deployment to update the case. Again, refer to  000028223 - Opening a Support Request.
 
Note: If a case needs to be handed to another RSA technical support engineer (as an escalation or perhaps dispatched to another region), then the case information needs to be as accurate as possible and have a SET (Summary/Evidence/Timetable) that is up to date to help reduce the time taken for the next RSA technical support engineer to catch up with the case.
 

  1. RSA product documentation

    Check to see if the answer for the support request can be found in the RSA product documentation or the RSA product’s online help.  RSA product information is available on RSA Link.
     
    Tip: RSA product online help tends to provide step-by-step procedures for certain tasks.
 

  1. RSA Ready Guides for integration between third-party and RSA products

Check the availability of an integration guide between the RSA product and the third-party product for which the customer is requesting support.  The RSA Ready pages provide information about products that have been certified to work with RSA products, including access to integration guides.
 
Use RSA Ready to search for the third-party product and check if an integration guide exists. If you cannot find the third-party product or integration guide, this just means RSA has not certified the third-party product with an RSA product.  Note that it may still be possible to integrate the third-party product with the RSA product.
 

  1. Searching Specific RSA Product Error Messages

    For specific error messages use the Salesforce Global Search or the RSA Customer Support Web Server under CS Tools > Search to lookup the error message.
For better results, break the error message down into sections and search for matches.  Encapsulating phrases in quotes also helps.
 

  1. Knowledge

Spend some time searching Salesforce Knowledge for the reported symptoms and/or reported message from the RSA product.  For example, in Salesforce the Knowledge sidebar can be used and Knowledge will do a best effort to offer a suitable article that may be appropriate to link to the case.

  1. Request RSA Product Log Data

    RSA products may offer an option to collect and provide log data which can be reviewed by an RSA technical support engineer.  For example, RSA Authentication Manager 8.x offers the option to download troubleshooting log files from the Administration tab in the Operations Console.
     
    Should the RSA technical support engineer not have the necessary skills to review the log data then the RSA technical support engineer should reach out to a more senior RSA technical support engineer for assistance, while still maintaining ownership of the case.

Notes

The RSA technical support engineer who owns the case becomes the single point of contact for the customer and, where possible, it would be easier that the customer deals with only one RSA technical support engineer instead of being bounced around different RSA personnel, reducing frustration and perhaps delays in providing support.

There may be instances where another RSA technical support engineer needs to take ownership of the case; for example, if the case needs a handover to another region.

Internal Comments

This article is aimed at providing RSA technical support engineers basic guidelines in working support requests.

For additional information, please review the  Customer Guide to RSA Technical Support.

Product Details

RSA Product Set: All

Summary

Working a support request before involving a senior Technical Support Engineer


Approval Reviewer Queue

Non-Product Approval Queue