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When a new FortiManager or FortiAnalyzer technical support ticket is created on the support portal, the following eight information fields are presented as the default ticket template.
Initial ticket template - requested information:
For every new ticket created, in order for Fortinet Technical Support to provide the optimum level of service, the following information should be included:
- A detailed problem description.
- If the issue is reproducible, describe the steps.
- If the problem concerns report creation/generation, supply the team with an export of the report that was/is created and detail what is not working or the desired outcome of the process.
- Include GUI screenshots or a short desktop video recording demonstrating the problem.
- Some relevant background information such as:
- Whether the configuration has worked in the past.
- Whether this is a new configuration.
- Whether any recent configuration or firmware changes have been made to the device or on the network.
- The output of the 'execute tac report' CLI command.
- Any relevant debug output, error messages, traffic or event logs.
- Alternative contact information including the country code.
Providing as much detail as possible within these categories helps accelerate troubleshooting, reduces clarification requests, and improves response accuracy. Further guidance for each information type is outlined below.
- A detailed problem description.
- Clearly describe the issue, including where it occurs and what the impact is.
- Include product names, models, and firmware versions.
Example:
'Policy package installation to a FortiGate 600F running FortiOS 7.2.7 fails with error 'Unknown CLI syntax.' The device is managed by FortiManager 7.4.7, ADOM version 7.4.'
- Reproducibility.
- Outline the exact steps required to reproduce the issue.
Example:
'Open the policy package, modify any object, save it, then run 'Install.' The install preview shows the same error consistently.'
- For report-related issues.
- If the issue involves reporting, include a .dat export of the report configuration (if available).
- Describe the expected outcome versus the actual result.
Example:
'A custom traffic report displays only 7 days of data instead of 30 days. Export file attached.'
- Include GUI screenshots or a short screen recording.
- Clear visual documentation makes it easier to understand conditions leading to the issue.
- For FortiManager/FortiAnalyzer cases, the Debugger for Chrome extension may be useful:
- Download FortiManager Debugger for Chrome.
- Installation in offline environments.
- Usage guidance.
- Relevant background information.
- Information about environment changes or history can significantly narrow root causes.
- Example of previous state: 'Configuration worked as expected in version 7.2.5; issues began after upgrade to 7.4.7.'
- Example of new setup: 'New deployment and new policy package for a new branch site.'
- Example of recent changes: 'FortiManager upgraded to 7.4.7; managed FortiGates upgraded to 7.2.9.'
- Output of the execute tac report command.
- Run and attach the full output: execute tac report
- This report provides logs, snapshots, and additional diagnostic data.
- Debug output, error messages, or event logs.
- Attach relevant diagnostic or logging information that may support information in the description.
Example sequence:
diagnose debug reset
diagnose debug application securityconsole 255
diagnose debug enable
Reproduce the issue:
diagnose debug disable
diagnose debug reset
- Alternative contact information.
- Include direct contact details with international format and an alternate email address where applicable. This information ensures that a TAC engineer can establish contact quickly if real-time assistance, remote troubleshooting, or clarification is required.
Example: '+44 1234 567890, alt contact: admin@example.com'.
Contacting Fortinet TAC:
For direct technical assistance, a case can be opened through the Fortinet Support Portal.
After logging in, navigate to Manage Tickets -> Create Ticket, select the product and category, complete the required fields, and submit the request to TAC.
Note:
The more complete this information is, the faster Fortinet TAC can help resolve the case.
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