What is the needed information to open a ticket for AIOps-related issues?
8586
Created On 12/14/22 08:20 AM - Last Modified 04/25/23 02:58 AM
Objective
During the initial phase of the AIOps roll-out, the support team responsible for AIOps-related issues was handled by the Palo Alto Networks' LiveCommunity. In contrast, the TAC team dealt with firewall cases.
As of this writing, to streamline the process, Palo Alto Networks has decided that troubleshooting, regardless of whether the issue is AIOps-centric (Free or Premium) or Firewall centric, will now be handled by the TAC team.
To assist TAC engineers in resolving the issues sooner, we'll try to identify the AIOps-related matters and the needed information.
The following are requests for help with AIOps-related issues. The most common problems are listed below, but these are non-exhaustive.
- I onboarded my firewall to telemetry/AIOps 2-3 days ago, but I don't see it reflected in the HUB/AIOps site.
- I don't see my logs or logs are highly delayed in AIOps Dashboard under Activity > WildFire | DNS Security | Log Viewer
- Logs not sent to the correct CDL region
- Change executive summary from one industry to another.
- Having licensing issues when migrating from Free to Trial or Premium, for example, "Error: 90 day trial for AIOps for NGFW not activated"
- AIOps producing false positive/negative alerts
- Delete unused instances of AIOps
- AIOps GUI hangs
- Change AIOps region
Environment
- AIOps
- PAN-OS version 10.0 and above
- Cortex Data Lake (CDL) is optional
Procedure
Below is the needed basic info for customer environment-specific issues that the support team needs to start an investigation.
- Type of issue (Onboarding| Data not showing| Viz Dashboards not showing..):
- Number of Firewalls :
- Firewall Version(s):
- Telemetry (On|Off):
- Cloud-Delivered Security Services(CDSS) Subs:
- Own CDL(Y|N), If (Y), CDL tenant ID:
- AIOps (Free|Trial|Prem):
- Customer name:
- MetaData Zip Attached (Y|N):
Note: To generate MetaData, go to AIOps Dashboard > Settings > System Metadata > Prepare Metadata Export > Download
Additional Information
Tips and Tricks: AIOps for NGFW