Technical Tip: How device location affects TAC ticket routing

Description

This article describes how Technical Assistance Center (TAC) ticket routing is determined based on the location information configured for a registered device.

In some situations, TAC tickets may not be routed to the expected TAC team.

Examples include:

• A user wants tickets to be handled by the local TAC team, such as Japan TAC.

• A user wants tickets for a specific device, such as equipment purchased or deployed overseas, to be handled by a TAC team in another region.

Scope

FortiCare, TAC, Ticket Routing, IAM, OU, FortiCloud Asset Management.

Solution

TAC ticket routing for an individual device is determined by the device's registered location information.

To verify or modify the location information, go to Asset Management -> Products, then select the relevant product.

The device location is displayed in the Location section, as shown below (screenshot).

When a TAC ticket is created for the device, the routing decision is based on the configured location information.

In the example shown below (screenshot), the registered location is set to the Philippines. As a result, TAC tickets associated with this device are routed to the appropriate regional TAC team rather than Japan TAC.

If a ticket is not routed to the expected TAC team, verify that the device location is configured correctly and update it if necessary.

Note:
Changing the location information affects only ticket routing for the selected device. Make sure that the registered location accurately reflects the region where support should be provided.