How to assist customers regarding RSA Via Access connector issues

3 years ago

Originally Published: 2016-06-13

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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