Description
This article describes the scope of the Fortinet technical support department, offering details about what is and is not supported by Fortinet TAC support in support tickets.
Scope
All Fortinet products.
Solution
The Fortinet technical support department does not offer technical assistance customizing any of the following configuration elements:
FortiCloud.
FortiGate and FortiProxy.
- Regular expression (regex) uses. (For example, Web Filtering and DLP.)
- Application signatures.
- IPS signatures.
- HTML coding (any HTML coding. For example: replacement messages, web pages, sent emails, etc).
- Scripts (any script creation or modification, except the predefined scripts publicly available).
- Reports.
- API (additional information can be found in fndn.fortinet.net with a valid account).
- Manual modification of the configuration file and restoration of the configuration file in FortiGate.
- Proxy Auto-Config (PAC) file.
FortiClient.
FortiMail.
- Regular expression (regex) uses.
FortiManager.
- TCL scripting.
- API (additional information can be found in fndn.fortinet.net with a valid account).
FortiAuthenticator.
- HTML coding for replacement messages.
Note regarding FortiAnalyzer:
There are limitations on support provided for report customization for FortiAnalyzer.
There are many customization options available (including chart builder, chart customization, and applying filters) which do not require admin users to have knowledge of SQL.
Manual customization of datasets does require SQL knowledge.
If assistance is required, it is recommended to contact either a local Fortinet partner or to engage Fortinet Professional Services.
See the related articles below for information on report and IPS signature customization for FortiGates.
Related articles:
Custom IPS signatures from Fortinet.
Customizing reports generated by FortiGate.
