Introducing the new Engineering Requests dashboard in the RSA Case Management portal

[Anonymous]

One of the biggest commitments we at RSA make to our customers is to provide best-in-class security products that help manage digital risk.  Our goal is to do so with maximum reliability while also requiring minimum effort on your part.  However, we know, that even best-in-class products occasionally need help to install, use, and maintain them.  While we are continuously focused on improving our support services to ensure that every interaction you, our customers, have with us is positive and quick, we realize that even the best support interaction still requires time and effort on your part.  And what’s more valuable than time?

With that in mind, today I am happy to officially launch our Engineering Request dashboard within the RSA Case Management portal, which will allow you to monitor progress of Engineering Requests (ER) opened on your behalf*.  Not only will you be able to see progress of your ER’s, but you will be able to do so on your own, without the need to call support for an update. 

To access this information, navigate to the RSA Case Management portal by clicking on My Cases in the main menu on RSA Link.    Clicking on the Engineering Requests tab will display Engineering requests that have been opened on your behalf (linked to your support cases) since January 1, 2018.  For each of these, you will be able to see its Status to know when the issue has been addressed, and if a fix is included in a release, you’ll see the release number as well.

Click to enlarge

This is just another small improvement to your support experience.  Stay tuned for the more exciting upcoming changes.

In the meantime, if you have any feedback on this enhancement or other ideas to continue to improve your experience, please share! 

* This functionality is currently only available for the RSA Archer Suite and the RSA NetWitness Platform. Additionally, you will only be able to monitor Engineering Requests that were opened directly on your behalf and are not security issues that could have sensitive information.  We will encourage you to utilize the RSA Ideas portal to manage and monitor Enhancement requests.

[someone]

Great feature which would save time on Support staff and customers!

On another note, I saw that you are still suggesting users to continue creating RSA Ideas when I know this is a topic that Senior management at RSA don't want to hear about because they simply cannot deliver. This is a fact and not my opinion with the evidence being shown on your own website. Out of the 131 suggested ideas, only 1 was partially implemented in a two year period. 

Do you have any comment regarding this that would give customers some assurance given that RSA Ideas was your own initiative?