In-product support case creation - Administrator Guide - Cortex XDR - Cortex - Security Operations

Cortex XDR Prevent Administrator Guide

Product
Cortex XDR
License
Prevent
Creation date
2024-02-26
Last date published
2024-06-20
Category
Administrator Guide
Abstract

Open a support case directly in Cortex XDR and record your console to capture your issues and have the case handled efficiently.

To simplify the process of creating a support case, you can open a support case directly in Cortex XDR. Opening the case in Cortex XDR allows all of the relevant context to be included, such as the option to record the console and upload relevant logs. When relevant, Cortex XDR will create and send the agent tech support file (TSF) for the endpoint you select. All relevant data about your tenant is logged and included in the support case. Using the Cortex XDR Create Support Case Wizard makes it easier for you to include all of the necessary details and log files while first submitting your support case, thereby enabling the support team to solve it more quickly and easily.

To use the embedded support case feature, you must have a user account in the Customer Support Portal and your Cortex XDR user must be granted the Help permission in Cortex Gateway.

  1. From Cortex XDR, select HelpSubmit a Support Case.

  2. In the Submit Support Case wizard, enter the requested case information. Be precise when indicating the impact of the issue. When an issue is critical, you will be asked to input the most critical information so that support can understand the issue and start addressing it immediately.

    Note

    When opening a support case through the Customer Support Portal, you need to manually select Cortex XDR as the product. While there may be discrepancies between the categories in this wizard and the Customer Support Portal process, that's because this wizard is designed specifically to focus on options relevant to Cortex XDR.

  3. When the issue you are opening a support case for is related to the agent, you can select the relevant endpoint. If you select the endpoint, Cortex XDR will create and send the TSF for the agent you selected, when possible.

    Note

    To select an endpoint from the endpoint table and to retrieve TSF requires full Retrieve Endpoint Data permissions under Endpoint Administration.

  4. To provide more context for your support case, you can record the Cortex XDR console directly from the support case wizard. If you choose to record the console, you can also opt to have the HAR file generated and sent to further assist support in solving the case. To record the console, select Record Console. To submit your support case without recording the console, select Skip.

  5. If you choose to record the console, your browser may prompt you for permission for Cortex XDR to see the contents of the tab. To allow recording, select Allow. You can now recreate the issue in your Cortex XDR environment and all of your actions are recorded. The console recording and HAR file generation only take place within the context of the browser tab that Cortex XDR is running in. When you are ready to stop recording, select Stop Sharing.

    If you wish to recreate the recording, you must first delete the existing console recording by clicking the x symbol next to the Console Recording. Then select Record Console.

    Note

    Console recordings cannot exceed 10 minutes. Current recording time is displayed at the top of the window.

  6. To submit the support case, click Submit Support Case.

    While the case attachments are uploading, do not refresh or navigate away from Cortex XDR until you get a notification in the Notification Center that uploading is complete. In the meantime, you can close this wizard and continue working in Cortex XDR.

    Once the support case is created successfully, the support case number is displayed and you will receive an email notification from Palo Alto Networks Support. You can manage the support case and monitor its progress in the Customer Support Portal.