Background
We are migrating existing Lacework customers from our current Lacework support portal (Zendesk) to the FortiCare support portal to service all support requests for the Lacework FortiCNAPP product.
We ask all customers to start submitting support tickets in FortiCare instead of Zendesk as soon as possible. Until July 23rd, 2025, both systems will be active. All tickets that remain in Zendesk after the cutover date will be migrated to FortiCare.
Prerequisites
Your Zendesk account has been migrated to FortiCare as an IAM user. In order to be able to use it, the Master Account Owner of your company needs to generate the password reset link for you and share your FortiCare Account ID. If you already have it, you can proceed to the next step.
If you haven't yet received your password reset link and/or the FortiCare Account ID, you need to contact your Master Account Owner. This is the person responsible for the Lacework FortiCNAPP product in your company. This person should already have received an email from us with the instructions, but you can point them to the article with instructions for Master Account Owners.
In case you cannot identify the Master Account Owner for your company or that person is no longer reachable, you need to contact Fortinet Customer Service by phone. Please be aware that our Customer Service representative cannot simply create an account for you, but they will be able to identify the responsible person for your company.
Set up your IAM user password
The following steps are also presented in our Lacework Migration - First login as IAM user + Creating a new support ticket video guide.
- Follow the password reset link you received from the Master Account Owner of your Lacework FortiCNAPP account
- Set your new password
Login to FortiCloud as IAM user
The following steps are also presented in our Lacework Migration - First login as IAM user + Creating a new support ticket video guide, starting at 00:45.
- Navigate to https://support.fortinet.com and click the "Log in" button
- Select the "IAM user" checkbox
- Do not use the "Email user" option unless you are logging in as the Master Account Owner
- Enter the Account ID you have received from your Master Account Owner
- Enter your email address and password from the previous step
- You will receive a new authentication code via email, which you must enter into the "Security Code" field
- Click the "Go" button to complete the login to FortiCloud
Create new or manage existing support ticket
The following steps are also presented in our Lacework Migration - First login as IAM user + Creating a new support ticket video guide, starting at 01:40.
In order to perform this step, your Master Account Owner must have granted you access to the FortiCare portal. If you do not see this option, please contact your Master Account Owner first.
- Log in to FortiCloud following the previous step
- In the "Support" menu click "Manage Tickets"
- You can view all active tickets by selecting "Tickets" and "Active Tickets" from the left menu
- To create a new ticket, navigate to "Active Tickets" and click the "New Ticket" in the top right
Please follow our Lacework Migration - First login as IAM user + Creating a new support ticket video guide to learn how to properly fill in all the fields.
