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FortiSOAR Knowledge Base
FortiSOAR: Security Orchestration and Response software provides innovative case management, automation, and orchestration. It pulls together all of an organization's tools, helps unify operations, and reduce alert fatigue, context switching, and the mean time to respond to incidents.
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Description
Solution
Assistance
The Support Portal provides the simplest method to create tickets. There are two ticket types which are applicable for Cybersponse products:
There is an entitlement check at the point of ticket creation and the chosen serial number must have a valid current service contract for the type of service that is being requested.
Assistance Questions and Answers.
How can I obtain support? Can I continue to use Slack?
RMA Tickets.
RMA Tickets concern hardware replacement and are not applicable for CyberSponse products.
Documentation Questions and Answers.
Where can I find FortiSOAR release documents?
In December 2019, CyberSponse became part of Fortinet, the global leader in high-performance cyber security solutions. In May 2020, the Customer Service & Support organizations will be merged.
Account, product, license and support contract information for customers of CyberSponse has been migrated into the Fortinet Customer Service & Support web portal.
This article highlights changes to the support process. Previous announcements of these changes may be found as attachments to this article.
The following topics are covered in this article:
Support Account
Assets (Installed equipment, licenses and contracts)
Account, product, license and support contract information for customers of CyberSponse has been migrated into the Fortinet Customer Service & Support web portal.
This article highlights changes to the support process. Previous announcements of these changes may be found as attachments to this article.
The following topics are covered in this article:
Support Account
- Can I change the master account?
- How can I add other people to the master account?
- Does the master account have to be an individual?
- Do all users have to have full privileges?
- Do all users have to receive automatic contract expiry and renewal notices?
- Can I set up my support account so that not all users can access all registered equipment?
- I previously had access to the Fortinet Support Portal, where do I see my CyberSponse assets?
Assets (Installed equipment, licenses and contracts)
- How can I identify a product from the Fortinet Serial Number?
- How can I transfer a unit to my asset list if it has been registered against my partner/reseller?
- How can I remove an unwanted unit from my asset list?
- How can I obtain a license file (Version 6.4 and above)?
- How can I obtain a license file (Prior to Version 6.4)?
- How can I obtain support? Can I continue to use Slack?
- How can I see tickets that I raised in the past with CyberSponse?
Documentation
The related article 'Fortinet Support Portal for Product Registration, Contract Registration, Ticket Management, and Account Management' provides information on how to use the Fortinet Support Portal.
- Where can I find FortiSOAR release documents?
- Where can I find Connector documents?
The related article 'Fortinet Support Portal for Product Registration, Contract Registration, Ticket Management, and Account Management' provides information on how to use the Fortinet Support Portal.
Solution
Support Account.
The Support Account is the entry point to the Customer Service & Support (CSS) Support Portal at https://support.fortinet.com/. It provides access to services and links together all support information related to a company.
The Support Account is structured as a master account with associated users. All equipment, support contracts and licences are registered against the master account.
In the migration of information from the CyberSponse support databases, all users have been linked to a master account as illustrated below:
Support Account Questions and Answers.
Can I change the master account?
How can I add other people to the master account?
The Support Account is the entry point to the Customer Service & Support (CSS) Support Portal at https://support.fortinet.com/. It provides access to services and links together all support information related to a company.
The Support Account is structured as a master account with associated users. All equipment, support contracts and licences are registered against the master account.
In the migration of information from the CyberSponse support databases, all users have been linked to a master account as illustrated below:
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
Support Account Questions and Answers.
Can I change the master account?
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 "head and shoulders" icon next to the account name (top right of screen) and then take the 'Change Account ID (Email)' 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.
How can I add other people to the master account?
There is no limit to the number of people that can be given access to your master account. Simply add them as additional users.After logging into the CSS Support Portal, go to the Account Administration section by clicking on the "head and shoulders" icon next to the account name (top right of screen) and then take the 'Manage User' option. Use the "header and shoulders" icon with the plus sign to open the user addition page.
Does the master account have to be an individual?
Do all users have to have full privileges?
Do all users have to receive automatic contract expiry and renewal notices?
Can I set up my support account so that not all users can access all registered equipment?
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.
Do all users have to have full privileges?
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).
Do all users have to receive automatic contract expiry and renewal notices?
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.
Can I set up my support account so that not all users can access all registered equipment?
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, where do I see my CyberSponse assets?
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 CyberSponse account information was migrated to the Fortinet Support Portal it was decided to merge Fortinet and CyberSponse equipment where an account already existed. CyberSponse assets will simply appear as part of the overall asset list.
If your company needs to keep CyberSponse equipment on a separate support account please open a Customer Service ticket.
Assets (Installed equipment, licenses and contracts).
It is in the interest of all customers to ensure their customer and product information is kept up
to date to facilitate service delivery.
All assets must be registered.
Licences must also be registered, during the registration process they will be allocated a Fortinet Serial Number.
Assets Questions and Answers.
How can I identify a product from the Fortinet Serial Number?
It is in the interest of all customers to ensure their customer and product information is kept up
to date to facilitate service delivery.
All assets must be registered.
Licences must also be registered, during the registration process they will be allocated a Fortinet Serial Number.
Assets Questions and Answers.
How can I identify a product from the Fortinet Serial Number?
Each product model can be uniquely identified from the first six characters of the Fortinet Serial Number. For example:FSRVMP FortiSOAR
FSRVMS FortiSOAR Subscription
How can I transfer a unit to my asset list if it has been registered against my partner/reseller?
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.How can I obtain a license file (Version 6.4 and above)?
Alternatively, use the Decommissioned List function on the Support Portal to "hide" a product from your active assets but without removing the registration.
License files can be downloaded from the Support Portal.
Go to Asset > Manage/View Products and select the appropriate FortiSOAR (CyberSponse) asset from the list.
The license file can be downloaded from the 'General' section. This assumes that the Device UUID has been entered, if not, use the edit option to enter the Device UUID. The license download should then be available.
The attached document provides a step-by-step guide to downloading a license file.
How can I obtain a license file (Prior to Version 6.4)?
Ensure that you edit the ‘DeviceUUID’ with the correct hardware key of your instance.
Create a technical assistance support ticket on support.fortinet.com mentioning your FortiSOAR version, the reason for requesting a FortiSOAR license, user seats, and hardware key of your instance (if any other fields are mandatory include them).
A license will then be created for you.
Assistance
The Support Portal provides the simplest method to create tickets. There are two ticket types which are applicable for Cybersponse products:
A serial number must be entered when creating a Technical Support ticket. The serial number is optional for Customer Service tickets.
- Technical Support Ticket
- Customer Service Ticket
There is an entitlement check at the point of ticket creation and the chosen serial number must have a valid current service contract for the type of service that is being requested.
Assistance Questions and Answers.
How can I obtain support? Can I continue to use Slack?
Assistance is available through web tickets and telephone support, please see the contact details at https://www.fortinet.com/support/contact The live chat option for technical questions on FortiSOAR products is not yet fully implement.How can I see tickets that I raised in the past with CyberSponse?
Slack 24/7 support will be phased out in the weeks shortly following the migration to Fortinet Support services.
No historical ticket information has been migrated into the Fortinet Support Portal. Only those tickets which were open on May 11th, 2020 have been transferred.
RMA Tickets.
RMA Tickets concern hardware replacement and are not applicable for CyberSponse products.
Documentation.
Documentation Questions and Answers.
Where can I find FortiSOAR release documents?
Release documents can be found in the Fortinet Document Library at https://docs.fortinet.com.Where can I find Connector documents?
Connector documents will shortly be available in the Fortinet Document Library.
Related Articles
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