For any of the following:
- Updating of licenses (increase / decrease of licensed users)
- Moving from Customer to Partner or Partner to Customer status
- Assistance configuring the Admin Portal tenant
- Upload of users
- Issues
- Feature Requests
- Other questions or queries
There are two ways Administrators can open technical support tickets for the Fortinet Security and Awareness Training Service. Tickets can be opened via the support link in the service, or by submitting via email.
How to open a ticket from the support link in the service:
| Only Tenant Administrators or people logged in with the Tenant Administrator (FortiCloud/FortiCare account) can open cases using this method. Learners should report any issues or raise any questions or feature requests to their local Administrator. |
1) From the user avatar in the upper right-hand corner of the screen, select the Get Support menu item to be directed to the Security Awareness and Training Service support site:
Once the support site has been loaded, select the Login button in the top, towards the upper right-hand corner.
2) Select: Are you a customer? Login here.
3) Select: Sign in as a Customer / Partner.
If prompted, log in as your Tenant Administrator - FortiCloud Support credentials (the same credentials you use to log in to the service and FortiCloud / FortiCare accounts).
4) Select of the Submit a ticket buttons in the interface.
Complete the fields in the form:
- Subject – a brief description of the question or issue being faced
- Select your region – The region of the Administrator opening the ticket
- What is your request related to?: Select Security Awareness and Training Service (this ensures your ticket is routed directly to the correct support team).
- Description: Provide a detailed description of the question or issue (including steps to reproduce, screen shots, browser build, etc.).
- + Attach a file – Include any files you wish to submit with the ticket.
5) Click Submit
You will receive an automated response that your ticket has been opened. Keep all correspondence for this issue or question in response to this notification email so that it gets added to your ticket.
How to create a ticket via email submission
1) Open a support case by sending an email to infosec_awareness@fortinet.com
| Only Administrators of the service should open cases with support. Learners should report any issues or raise any questions or feature requests to their local Administrators. |
Once a case has been opened you will receive a copy / confirmation email of the submission and a Deployment Specialist will follow up on the newly created ticket thread.
Support Ticket Best Practices
Please raise one question, issue, feature request per ticket.
Please do not raise new queries on existing or older (closed/resolved) tickets.
When opening a support ticket via email, insure to include:
- A high-level description in the subject
- Details of the request in the body of the message
- Section (Learning Application, Reporting, Campaigns, Configuration, etc.) if applicable
- Usernames and emails (if applicable)
- Any error messages encountered.
- Screen shots
- Steps to reproduce the issue.
- Operating System and version (if applicable)
- Browser and version (if applicable)
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