| Description |
This article describes the correct way to open a FortiCare Ticket for the FortiManager/FortiAnalyzer Cloud issue in the Support Portal.
Often, many users are confused about creating a FortiCare ticket about the FortiManager/FortiAnalyzer Cloud issue and getting a response like 'You do not have a valid FortiManager/FortiAnalyzer Cloud license or subscription'.
The following discusses the common use case encountered pertaining to FortiCare ticket creation and support response.
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| Solution |
- There are two types of subscriptions for FortiManager/FortiAnalyzer currently, which are Device-Level License and Account-Level License (or Shared License).
- Take note, as long as FortiManager/FortiAnalyzer Cloud instances are running, it simply means there is a valid subscription.
- A trial license and Evaluation license that does not have a valid FortiCare contract will not entitle to any technical support via FortiCare ticketing.
See the following use case scenarios:
- Device-Level License
- If there is a Device-Level License only, do not use the FortiManager/FortiAnalyzer Cloud Serial Number to create a ticket as the entitlement is tied under the individual FortiGate.
- When there is no Account-Level license under the account services entitlement which is empty.
FortiManager Cloud:
FortiAnalyzer Cloud:
If there is only a Device-Level license, it is not possible to use the corresponding FortiManager/FortiAnalyzer Cloud SN to open a ticket, and an error will appear when a ticket is trying to be opened.
- Instead, it is necessary to use a valid support FortiGate Serial Number to open the ticket and choose either FortiManager Cloud or FortiAnalyzer Cloud for its Category. The following are procedures when a ticket with a Device-Level License is created. As long as there is a valid contract, the system will allow to creation of a support ticket and look for support accordingly.
Example:
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Account-Level License (or Shared License):
If there is an Account-Level License (or Shared License) only, it is possible to use the corresponding FortiManager/FortiAnalyzer Cloud SN to open the FortiCare ticket.
Example:
-
Both levels of Licenses:
- If there are both levels of licenses, it is possible to use the same FortiManager/FortiAnalyzer Cloud SN to create or open the ticket, however, it is preferable to use the Account-Level License as it covers the support for all the registered FortiGate under the same account.
- In the FortiGate subscription level perspective, the Device-Level License will be used or preferred until the Device-Level subscription expires and the validity will be kick-off based on the Account-Level License.
- For example, to verify the subscription in the running FortiGate, both levels of licenses will be visible in the FortiGate by running CLI diagnose test update info.
System contracts refer to Device-Level while Account Contracts refer to Account-Level.
fgt01 (global) # diagnose test update info
System contracts:
....
FMGC,Mon Sep 11 08:00:00 2023
FAZC,Mon Sep 11 08:00:00 2023
....
Account contracts:
....
FMGC,Fri Sep 8 08:00:00 2023
....
Note:
For the exact SKU to purchase or subscribe to, check with Fortinet local sales support.
Related article:
Technical Tip: Allow Full Access for Fortinet Backend Support in FortiManager-Cloud |
