Soporte de productos ensilo

Consulta técnica sobre FortiEDR

Descripción

• ¿Cómo puedo mantener la información de mi cuenta?
• ¿Puedo cambiar la cuenta maestra?
  
• ¿La cuenta maestra tiene que ser un individuo?
  
• ¿Cómo agrego, actualizo o elimino subusuarios?
  
• ¿Todos los usuarios deben tener todos los privilegios?
  
• ¿Todos los usuarios deben recibir avisos automáticos de vencimiento y renovación del contrato?
• ¿Puedo configurar mi cuenta de soporte para que no todos los usuarios puedan acceder a todos los equipos registrados?
• Anteriormente tenía acceso al portal de soporte de Fortinet, ¿qué cambios veré?

• ¿Cómo puedo identificar un producto a partir del número de serie de Fortinet?
• ¿Cómo encuentro el número de serie de Fortinet asignado a mi instalación de enSilo?
• ¿Cuál es el significado de la descripción del producto?
  
• ¿Cómo puedo eliminar una unidad no deseada de mi lista de activos?

Solución

Master account:  martin_peters@zzz_corp.com

User          :  andy_howard@zzz_corp.com

User          :  anita_kemp@zzz_corp.com

User          :  angela_howard@zzz_corp.com

Login to the Fortinet Support Portal and click on the «Head & Shoulders» icon, this will open the Account Administration page.  The main account ID has full access to the account management options.  Sub-users will have a more limited view.

Yes.  The master account ID can be changed.  After logging into the CSS Support Portal, go to the Account Administration section, and then take the ‘Change Account ID’ option.  If the master account ID is changed to an email address that is also defined as a sub-user, the sub-user should then be deleted.

No.  Although it is recommended to use an individual email account, many customers opt to use an email alias as their master account.  For example: MIS@zzz_corp.com.  This account and associated password can then be shared between everyone that needs to use the CSS Support Portal and avoids the need to maintain many associated users.  Sharing passwords does incur certain risks which you should take into account.

Options to add, update and remove sub-users are all available within the Account Administration function under Manage Users.

No.  Within Account Administration it is possible to limit the privileges of an individual user in terms of ticket creation, and to restrict the equipment that they are able to access (by SN).

No.  The master account will always receive these notices but you can control which of your users should receive them.  Within Account Administration, go to Manage User and deselect the ‘Send Renewal Notices’ option.  Note that this feature had been enabled for all users during the data migration from enSilo.

Yes.  You can edit the privileges of each user both in terms of their functionality and the equipment to which they have access.  Simply go to the manage user option, select the user, set their permissions to ‘Limit Access’ and then set up an ‘Access List’ of the serial numbers to which they should be linked.  An alternative would be to set up multiple master accounts for your company and to split your registered equipment between them.  In this case, please open a Customer Service ticket and give details of how the equipment should be divided.  We will then make the necessary changes on your behalf.

The products, contracts and sub-users from the enSilo support database have simply been added to your existing Fortinet Support account.  If you wish to separate your enSilo assets from your Fortinet assets please open a Customer Service ticket for assistance.

Each product model can be uniquely identified from the first six characters of the Fortinet Serial Number.  FEDR00 and FEDRP0 have been used to identify enSilo products.

Login to the Support Portal and take the menu options Asset > Manage/View Products.

This is a free text field which you can use to identify a particular asset.

¿Cómo puedo eliminar una unidad no deseada de mi lista de activos?

Create a Customer Service Ticket and give the details including serial number of the item you wish to remove.  Alternatively, move it to your decommissioned units list, take the options Asset > Decommissioned Units.

• Technical Support Ticket
• Customer Service Ticket

No historical ticket information has been migrated into the Fortinet Support Portal.  Only those tickets which were open on May 4th, 2020 have been transferred.

Only Customer Service questions can be handled through the Chat Service.  No technical assistance is currently available through the Chat Service for enSilo product questions. 

¡Déjanos cualquier duda sobre FortiEDR aquí abajo!

Mila y César

Hola, somos Mila Jiménez y César Sánchez. Dos apasionados de la ciberseguridad con muchos años de experiencia. Hemos trabajado en muchas empresas del mundo TI y ahora nos apetece compartir nuestro conocimiento con cualquiera que lo necesite.

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