Creating an Incident Response ticket

When a new Incident Response 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 Incident Response is marked as Completed. If the ticket is canceled, the points are released.

To create an Incident Response request:

1. Click Request a Service. The Choose a Service page opens.
2. Select a service and click Next. See, Incident Response types.

   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.