Information to be captured while opening a case with ThreatConnect Support

Tasks

• Link to create the support ticket with TC: https://jira-tc.atlassian.net/servicedesk/customer/portals

Note:- If you do not have an account please reach out to your manager.

• Information to be collected- 

Customer name:
Customer Availability (in-case remote session is required):
Architecture Details: Single tier installation / multi-tier installation:
Deployment details (Hardware / Virtual):
Resources Assigned: (e.g. App Server – 16GB/4 CPU, DB Server – 16GB/4 CPU)
Deployment versions (e.g. 6.2/ 6.2 p3/ 6.3 etc)
Type of Deployment (POC/ PROD/UAT):
Database Details (with version):
JAVA versions:
Any reference to the issue (e.g. Post upgrade/ database was shut-down for maintenance / App Server resources has been updated on VM etc)
Troubleshooting done(in-case any):
Issue Details: Description and Artifacts 
NOTE: Please attach the tc.log and server.log files along with additional screenshot to explain the issue.
Location of these logs may vary on each server however normally resides under /opt/threatconnect/app/log

Product Details

RSA Product Set: NetWitness Logs and Packets
RSA Product/Service Type:  RSA Orchestrator-ThreatConnect
RSA Version/Condition: 6.X 
Platform: CentOS

Approval Reviewer Queue

Technical approval queue