Fortinet white logo
Fortinet docs logo DOCUMENT LIBRARY
Fortinet white logo
Fortinet docs logo DOCUMENT LIBRARY
Products Best Practices Hardware Guides Products A-Z
Summary
By Solution
By 4D Pillars
By Cloud
Secure Networking
Unified SASE
Security Operations
Secure SD-WAN
Secure Access Service Edge (SASE)
ZTNA
LAN Edge
Identity and Access Management
Next Generation Firewall
Public Cloud
Private Cloud
FortiCloud
Secure Networking
  • Hybrid Mesh Firewall
  • NOC Management
  • LAN
  • WAN
    • More >>
    Unified SASE
  • Single Vendor SASE
  • Cloud Network Security
  • Secure Endpoint Connectivity
  • Web Application / API Protection
    • More >>
    Security Operations
  • Security Operations Automation
  • Identity
  • Early Detection & Prevention
    • More >>
    Secure Networking
  • Hybrid Mesh Firewall
  • NOC Management
  • LAN
  • WAN
  • Communication & Surveillance
    • Unified SASE
  • Single Vendor SASE
  • Secure Endpoint Connectivity
  • Cloud Network Security
  • Cloud-Native Security
  • Web Application / API Protection
    • Security Operations
  • Security Operations Automation
  • Endpoint
  • Data Protection
  • Identity
  • Email
  • Early Detection & Prevention
  • Expert Services
  • Edge Firewall
  • Orchestration & management
  • SD Branch
  • Application Delivery
  • Single Vendor SASE
  • Secure Endpoint Connectivity
  • Secure Private Access
  • Thin Edge
  • Identity
  • Application Gateway
  • Enterprise Asset Management
  • Endpoint Agent
  • Agentless Security Posture
  • Identity
  • Wireless
  • Switching
  • Identity
  • Privilege Acccess Management
  • Next Generation Firewall
  • Orchestration & management
  • Expert Services
  • All
  • All
  • Account Management
  • SAAS Management
  • SAAS Application Security
  • Managed Services
  • Platform as a service (PAAS)
  • Other SAAS Services
    • 4D Resources
    Solution Hubs
  • 4D Pillars
  • Cloud
  • Popular Solutions

    • FortiCare

    25.2.0
    25.2.0

    Ticket details

    Ticket details

    Ticket information can vary depending on the ticket type. Select a ticket to view detailed information, such as:

    Ticket Conversation

    Tracks comments between individuals related to the ticket, such as members of your organization and FortiCare support, and any attached files.

    Note

    You can delete attachments you included with a comment by selecting the x next to the attachment and clicking Confirm in the pop up dialog. You cannot delete attachments from someone else's comment.
    Basic Info Provides information on ticket Status, Request Type, Category, Priority, and so on.
    Contact Info Displays your contact information, including email and phone number.
    SFTP Info Displays Upload and Download information, such as FTP Address and User ID. Use the Hide and Show buttons to control SFTP Information visibility.
    Ticket Visibility

    Lists who can view the ticket.
    RMA Info

    Displays RMA information, such as:

    • Return Material Authorization Info: Contains ticket information, including RMA Type and RMA Ticket ID.

    • Summary: Contains information on product model status.

    • Shipping & Billing Info: Displays shipping and billing addresses and contacts. When editing, once you click Confirm RMA Information, the information can no longer be edited. The shipping address must be confirmed to submit a PRMA ticket.

    • Transit To: Provide transit information following shipping and click Confirm Transit Address Information to complete editing. Transit To information becomes read only after confirmation.

    • Defective Product Info: Displays information on the product, including serial number and model.

    • RMA Contract and Service Transfer: States if all active services and support contracts will automatically be transferred to the new unit. This section can only be edited by Partner users.

    • Return Instructions: Provides additional information on the RMA Center and return instructions.

    • Replacement Product Info: Provides shipping and tracking information. This section can only be edited by Partner users. Once the information has been confirmed, it becomes read only.

    • Receiving Info: Displays information on the product model receipt.

    Note

    Additional information is required in the ticket comments if you are requesting a PRMA ticket. See Requesting PRMA tickets.
    Note

    If you have the necessary account permission, such as Read/Write, you can edit Contact Information, RMA Info, and Ticket Visibility. If you have Read Only access, you cannot edit any fields in the ticket dietails.
    To view detailed ticket information:

    1. Go to All Tickets.

    2. Select the Ticket. The ticket details are displayed.

    3. (Optional) Toggle Expand All Info to open all ticket details.

    Previous
    Next

    Ticket details

    Ticket details

    Ticket information can vary depending on the ticket type. Select a ticket to view detailed information, such as:

    Ticket Conversation

    Tracks comments between individuals related to the ticket, such as members of your organization and FortiCare support, and any attached files.

    Note

    You can delete attachments you included with a comment by selecting the x next to the attachment and clicking Confirm in the pop up dialog. You cannot delete attachments from someone else's comment.
    Basic Info Provides information on ticket Status, Request Type, Category, Priority, and so on.
    Contact Info Displays your contact information, including email and phone number.
    SFTP Info Displays Upload and Download information, such as FTP Address and User ID. Use the Hide and Show buttons to control SFTP Information visibility.
    Ticket Visibility

    Lists who can view the ticket.
    RMA Info

    Displays RMA information, such as:

    • Return Material Authorization Info: Contains ticket information, including RMA Type and RMA Ticket ID.

    • Summary: Contains information on product model status.

    • Shipping & Billing Info: Displays shipping and billing addresses and contacts. When editing, once you click Confirm RMA Information, the information can no longer be edited. The shipping address must be confirmed to submit a PRMA ticket.

    • Transit To: Provide transit information following shipping and click Confirm Transit Address Information to complete editing. Transit To information becomes read only after confirmation.

    • Defective Product Info: Displays information on the product, including serial number and model.

    • RMA Contract and Service Transfer: States if all active services and support contracts will automatically be transferred to the new unit. This section can only be edited by Partner users.

    • Return Instructions: Provides additional information on the RMA Center and return instructions.

    • Replacement Product Info: Provides shipping and tracking information. This section can only be edited by Partner users. Once the information has been confirmed, it becomes read only.

    • Receiving Info: Displays information on the product model receipt.

    Note

    Additional information is required in the ticket comments if you are requesting a PRMA ticket. See Requesting PRMA tickets.
    Note

    If you have the necessary account permission, such as Read/Write, you can edit Contact Information, RMA Info, and Ticket Visibility. If you have Read Only access, you cannot edit any fields in the ticket dietails.
    To view detailed ticket information:

    1. Go to All Tickets.

    2. Select the Ticket. The ticket details are displayed.

    3. (Optional) Toggle Expand All Info to open all ticket details.

    Previous
    Next