Technical Tip: Information to provide when requesting device support
Description
This article describes the steps to take to collect the information necessary to request network device support.
Scope
Version: All.
Solution
When requesting support be added for a specific product, provide the following information:
- Contact Information.
- Contact Name.
- The best contact time including the timezone.
- The best contact method is Phone / Email.
- Email.
- Phone.
- Feature Description: Device support for <include device model number>.
- Business impacting reasons.
- Users affected.
- snmpwalk of the System OID.
The information should be sent to the Fortinet Sales Engineer who will then submit a New Feature Request (NFR) to engineering.
Once the device is modeled, the feature will be available in the next general release and included in the Release notes.
Snmpwalk can be performed using the snmpwalk tool in the appliance CLI or using some other SNMP tool that has access to the device. To obtain SNMP System OID information using the appliance, type the following in the CLI:
SNMP version 1 or 2c:
FortiNAC-OS:
execute enter-shell
snmpwalk -v 1 -c <community string> <device ip_address> system
snmpwalk -v 2c -c <community string> <device ip_address> system
CentOS:
snmpwalk -v 1 -c <community string> <device ip_address> system
snmpwalk -v 2c -c <community string> <device ip_address> system
SNMP version 3:
FortiNAC-OS:
execute enter-shell
snmpwalk -v 3 -u <username> -l <AuthPriv or NoAuthPriv> -a <MD5 or SHA> -A <password> -x <DES or AES> -X <password> <device ip_address> system
CentOS:
snmpwalk -v 3 -u <username> -l <AuthPriv or NoAuthPriv> -a <MD5 or SHA> -A <password> -x <DES or AES> -X <password> <device ip_address> system
*It can be necessary to use single quotes (') with passwords.
Related Articles: