000036890 - Dell customer is only seeing cases and products for the "RSA" account name in the Case Management portal

Document created by RSA Customer Support Employee on Oct 29, 2018
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Article Number000036890
Applies ToRSA Product Set: RSA Link (community.rsa.com)
RSA Product/Service Type: Case Management (community.rsa.com/cases)
Platform: Salesforce
IssueI am a Dell employee who is a member of the Dell Cybersecurity team (and therefore an RSA customer) but I am only able to view cases, products and entitlements (i.e. maintenance contracts) for the RSA account name within the Case Management portal.  I need to be able to view the cases, products and other information for my team at Dell.

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CauseThis situation occurs because all users that register for RSA Link using an email address with the @dell.com, @rsa.com or @emc.com email domain are identified as employees.  This means that they will be associated with a placeholder "RSA" account in order to be granted access to the Case Management portal.

While this is optimal for most Dell Technologies employees, it prevents those Dell employees who are RSA customers from seeing their team's information in the portal by default.
WorkaroundTo have your account updated, you will need to contact RSA Customer Support using the form at https://community.rsa.com/contact and reference this article for further assistance.

You can expedite the process by provided one or more of the items below, which will assist the RSA Customer Support team in locating the correct account with which you should be associated.
  • Serial number of one of your RSA appliances
  • License key of your RSA Archer Platform (if applicable)
  • Site ID of the account with which you need to be associated
  • The name and email address of one of your colleagues who already has the appropriate access

You can find information on locating some of the items above in the document entitled How to find the serial number or license key for your RSA product.