Fortinet black logo

Creating an Advanced Service ticket

24.1.0
Copy Link
Copy Doc ID bb8ce3fd-aa60-11ee-8673-fa163e15d75b:698094
Download PDF

Creating an Advanced Service ticket

When a new Service Request is created, the Service Points are reserved and your points balance is adjusted. After the request is submitted, a Fortinet Service representative will contact you to confirm the scope of the request and if necessary, adjust the number of points accordingly. The reserved points will be deducted from your balance when the Service Request is marked as Completed. If the service request is cancelled the points are released.

To create a service request:
  1. Click Request a Service. The Choose a Service page opens.
  2. Select a service and click Next.
    Note

    You cannot select a service if there are not enough points in your balance.

  3. Complete the Specify Ticket Information form.
    1. In the Contact Info section enter your Name, Email, Phone Number, and Cell Phone.
    2. In the Service Request Information section, use the Subject field to describe the request, and click Next. The Add Comment & Attachment page opens.

  4. Add a comment and attachment.
    1. In the Comment section, describe the attachment.
    2. In the Attachment section, click File Upload.
    3. From the menu, select Log File, Configuration, Virus Sample File (Temp), or Other.
    4. Click Next. The Complete The Request page opens and your ticket reference number is displayed.

  5. (Optional) Click Create Another Ticket to request another service.

Creating an Advanced Service ticket

When a new Service Request is created, the Service Points are reserved and your points balance is adjusted. After the request is submitted, a Fortinet Service representative will contact you to confirm the scope of the request and if necessary, adjust the number of points accordingly. The reserved points will be deducted from your balance when the Service Request is marked as Completed. If the service request is cancelled the points are released.

To create a service request:
  1. Click Request a Service. The Choose a Service page opens.
  2. Select a service and click Next.
    Note

    You cannot select a service if there are not enough points in your balance.

  3. Complete the Specify Ticket Information form.
    1. In the Contact Info section enter your Name, Email, Phone Number, and Cell Phone.
    2. In the Service Request Information section, use the Subject field to describe the request, and click Next. The Add Comment & Attachment page opens.

  4. Add a comment and attachment.
    1. In the Comment section, describe the attachment.
    2. In the Attachment section, click File Upload.
    3. From the menu, select Log File, Configuration, Virus Sample File (Temp), or Other.
    4. Click Next. The Complete The Request page opens and your ticket reference number is displayed.

  5. (Optional) Click Create Another Ticket to request another service.