Master account: nobody@zzz_corp.comAll users have been created with full privileges to manage assets related to the master account, to create new users, and to open support tickets.
User : andy_howard@zzz_corp.com
User : anita_kemp@zzz_corp.com
User : angela_howard@zzz_corp.com
Yes. The master account ID can be changed. After logging into the CSS Support Portal, go to the Account Administration section by clicking on the account name (top right of screen) and then take the 'Change Account ID' option.
If the master account ID is changed to an email address that is also defined as a sub-user, the sub-user should be deleted.
No. Most customers opt to use an email alias as their master account. For example: MIS@zzz_corp.com. This account and associated password can then be shared between everyone that needs to use the CSS Support Portal and avoids the need to maintain many associated users.
No. Within Account Administration it is possible to limit the privileges of an individual user in terms of ticket creation, and to restrict the equipment that they are able to access (by SN).
No. The master account will always receive these notices but you can control which of your users should receive them. Within Account Administration, go to Manage User and deselect the 'Send Renewal Notices' option. Note that this feature had been enabled for all users during the data migration from Meru.
Yes. You can edit the privileges of each user both in terms of their functionality and the equipment to which they have access. Simply go to the manage user option, select the user, set their permissions to 'Limit Access' and then set up an 'Access List' of the serial numbers to which they should be linked.I previously had access to the Fortinet Support Portal, why do I now have to choose an account?
An alternative would be to set up multiple master accounts for your company and to split your registered equipment between them. In this case, please open a Customer Service ticket and give details of how the equipment should be divided. We will then make the necessary changes on your behalf.
When Meru account information was migrated to the Fortinet Support Portal it was decided not to merge Fortinet and Meru equipment on the same account. Some companies may choose to keep equipment separately. Therefore, you will see your existing Fortinet equipment on one account and your migrated Meru equipment on a new separate account. If you wish to merge these two accounts please open a Customer Service ticket.
Each product model can be uniquely identified from the first six characters of the Fortinet Serial Number. For example:FWC15M MC1550 controller hardware
FWC3KM MC3000 controller hardware
PMX8IV WiFi Access Point XP8i
The legacy Meru Serial Number was stored in the 'description' field of all hardware products migrated into the Fortinet Support Portal. The legacy Meru Serial Number (For example: 1314MC1552190) can be used to search for a product.
No. These fields are not displayed and cannot be used as search criteria in the Fortinet Support Portal.How can I identify a license type from the Fortinet Serial Number?
Each license type can be uniquely identified from the first six characters of the Fortinet Serial Number. For example:MLD200 MC3200/MC4200/MC6000-200AP
MLD540 MC1550-40AP
This information can be seen in the Asset section of your account. Take the option 'Asset' > 'Manage/View Products', select the AP license serial number from the list. (For example: MLD00500100014XX). The related controller will be displayed under 'Linked to' in the 'Product Information - General' section. (For example: Linked To: FWC42M13510090XX).
Only Controllers, Appliances, and XP8i’ss will be seen in the Asset section of your account. AP's are not registered.How can I transfer a unit to my asset list if it has been registered against my partner/reseller?
If you do not see all of your products it may be that they were never registered, that your partner/reseller registered them against their own account, or that they are registered against another account.
Firstly, try to register the missing item by using the legacy Meru serial number.
If you are unable to register the missing item, create a Customer Service ticket and give full details of the item.
Create a Customer Service Ticket and give the details including serial number of the item you wish to transfer. We will try to contact the partner/reseller to ask them to agree to the transfer.How can I remove an unwanted unit from my asset list?
We make three attempts to contact the partner/reseller. If they do not reply, we will ask you to provide a photograph of the item tag showing the serial number and the purchase order / invoice from when the item was purchased.
If the partner/reseller refuses to agree to the transfer then we will ask you to contact them directly.
Create a Customer Service Ticket and give the details including serial number of the item you wish to remove.
A serial number must be entered when creating a Technical Support or DOA/RMA tickets. The serial number is optional for Customer Service tickets.
- Technical Support Ticket
- Customer Service Ticket
- DOA/RMA Ticket
No historical ticket information has been migrated into the Fortinet Support Portal. Only those tickets which were open on January 18th, 2016 have been transferred.
4. Provide contact information, enter a title for the request and choose the product category.
- For Meru Controller/Service Appliance/Xpress Cloud XP8I: The RMA request must be opened using the device serial number.
- For Access Points (all AP models AP1010E, AP110, AP310 etc):
If the AP is used with a hardware controller the RMA request must be opened using the Meru Controller SN or AP license SN.
If the AP is used with a VE controller the RMA request must be opened using the AP license SN.
- Detailed problem description.
- For AP RMA requests the AP hardware SN and AP license SN.
- If the request is linked to a previous ticket opened with Meru Networks please provide the ticket reference (starting with 4062-).
- If the request is for an accessory, for example a power supply, please mention the part that is required to be replaced.
.
The Fortinet Security Fabric brings together the concepts of convergence and consolidation to provide comprehensive cybersecurity protection for all users, devices, and applications and across all network edges.
Copyright 2024 Fortinet, Inc. All Rights Reserved.