Description
This article describes the scope of the Fortinet technical support department, offering details about what is and is not supported by Fortinet TAC support in support tickets.
Scope
All Fortinet products.
Solution
The Fortinet technical support department does not offer technical assistance customizing any of the following configuration elements:
FortiCloud.
FortiGate and FortiProxy.
- New deployments.
- Regular expression (regex) uses (For example, Web Filtering and DLP).
- Application signatures.
- Determining thresholds for DoS Policies.
- IPS signatures.
- HTML coding (any HTML coding. For example: replacement messages, web pages, sent emails, etc).
- Scripts (any script creation or modification, except the predefined scripts publicly available).
- Reports.
- API (additional information can be found in fndn.fortinet.net with a valid account. Contact the sales team for more details).
- Manual modification of the configuration file and restoration of the configuration file in FortiGate.
- Proxy Auto-Config (PAC) file.
- Automation Stitches.
- Conversion of configuration from one model to another model.
FortiClient.
FortiMail.
- Regular expression (regex) uses.
FortiManager.
- TCL scripting.
- API (additional information can be found in fndn.fortinet.net with a valid account).
- Scripts (any script creation, validation, or modification).
FortiAuthenticator.
- HTML coding for replacement messages.
FortiSOAR.
- Playbook Customization (limited).
FortiAnalyzer.
- Custom Log Parser.
- Report Customization (limited).
- Playbook Customization (limited).
There are limitations on support provided for report customization for FortiAnalyzer. Many customization options (including chart builder, chart customization, and applying filters) do not require admin users to know SQL.
Manual customization of datasets does require SQL knowledge.
If assistance is required, it is recommended to contact a local Fortinet partner or to engage Fortinet Professional Services. Note that FortiCare support does not include any on-site activity.
See the related articles below for information on report and IPS signature customization for FortiGates.
Related articles:
Technical Tip: Custom IPS signatures from Fortinet
Customizing reports generated by FortiGate
