Master account: nobody@zzz_corp.comAll users have been created with full privileges to manage assets related to the master account, to create new users, and to open support tickets.
User : andy_howard@zzz_corp.com
User : anita_kemp@zzz_corp.com
User : angela_howard@zzz_corp.com
Yes. The master account ID can be changed. After logging into the CSS Support Portal, go to the Account Administration section by clicking on the "head and shoulders" icon next to the account name (top right of screen) and then take the 'Change Account ID (Email)' option.
If the master account ID is changed to an email address that is also defined as a sub-user, the sub-user should be deleted.
There is no limit to the number of people that can be given access to your master account. Simply add them as additional users.After logging into the CSS Support Portal, go to the Account Administration section by clicking on the "head and shoulders" icon next to the account name (top right of screen) and then take the 'Manage User' option. Use the "header and shoulders" icon with the plus sign to open the user addition page.
No. Most customers opt to use an email alias as their master account. For example: MIS@zzz_corp.com. This account and associated password can then be shared between everyone that needs to use the CSS Support Portal and avoids the need to maintain many associated users.
No. Within Account Administration it is possible to limit the privileges of an individual user in terms of ticket creation, and to restrict the equipment that they are able to access (by SN).
No. The master account will always receive these notices but you can control which of your users should receive them. Within Account Administration, go to Manage User and deselect the 'Send Renewal Notices' option. Note that this feature had been enabled for all users during the data migration from Meru.
Yes. You can edit the privileges of each user both in terms of their functionality and the equipment to which they have access. Simply go to the manage user option, select the user, set their permissions to 'Limit Access' and then set up an 'Access List' of the serial numbers to which they should be linked.I previously had access to the Fortinet Support Portal, where do I see my CyberSponse assets?
An alternative would be to set up multiple master accounts for your company and to split your registered equipment between them. In this case, please open a Customer Service ticket and give details of how the equipment should be divided. We will then make the necessary changes on your behalf.
When CyberSponse account information was migrated to the Fortinet Support Portal it was decided to merge Fortinet and CyberSponse equipment where an account already existed. CyberSponse assets will simply appear as part of the overall asset list.
If your company needs to keep CyberSponse equipment on a separate support account please open a Customer Service ticket.
Each product model can be uniquely identified from the first six characters of the Fortinet Serial Number. For example:FSRVMP FortiSOAR
FSRVMS FortiSOAR Subscription
Create a Customer Service Ticket and give the details including serial number of the item you wish to transfer. We will try to contact the partner/reseller to ask them to agree to the transfer.How can I remove an unwanted unit from my asset list?
We make three attempts to contact the partner/reseller. If they do not reply, we will ask you to provide a photograph of the item tag showing the serial number and the purchase order / invoice from when the item was purchased.
If the partner/reseller refuses to agree to the transfer then we will ask you to contact them directly.
Create a Customer Service Ticket and give the details including serial number of the item you wish to remove.How can I obtain a license file (Version 6.4 and above)?
Alternatively, use the Decommissioned List function on the Support Portal to "hide" a product from your active assets but without removing the registration.
License files can be downloaded from the Support Portal.
Go to Asset > Manage/View Products and select the appropriate FortiSOAR (CyberSponse) asset from the list.
The license file can be downloaded from the 'General' section. This assumes that the Device UUID has been entered, if not, use the edit option to enter the Device UUID. The license download should then be available.
The attached document provides a step-by-step guide to downloading a license file.
Ensure that you edit the ‘DeviceUUID’ with the correct hardware key of your instance.
Create a technical assistance support ticket on support.fortinet.com mentioning your FortiSOAR version, the reason for requesting a FortiSOAR license, user seats, and hardware key of your instance (if any other fields are mandatory include them).
A license will then be created for you.
A serial number must be entered when creating a Technical Support ticket. The serial number is optional for Customer Service tickets.
- Technical Support Ticket
- Customer Service Ticket
Assistance is available through web tickets and telephone support, please see the contact details at https://www.fortinet.com/support/contact The live chat option for technical questions on FortiSOAR products is not yet fully implement.How can I see tickets that I raised in the past with CyberSponse?
Slack 24/7 support will be phased out in the weeks shortly following the migration to Fortinet Support services.
No historical ticket information has been migrated into the Fortinet Support Portal. Only those tickets which were open on May 11th, 2020 have been transferred.
Release documents can be found in the Fortinet Document Library at https://docs.fortinet.com.Where can I find Connector documents?
Connector documents will shortly be available in the Fortinet Document Library.
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