Guide to provide Appsec Diagnostic data to support team when creating a Support case through Cortex platform

Provide support teams with backend data to better understand customer environment and diagnose Appsec issues when we open support case from cortex platform.

Cortex cloud.

Application security.

We can now enable a dedicated checkbox when submitting cases related to the Application Security module via the Cortex platform.

Here are the steps to enable this option when creating a support cases for Application Security module via the cortex platform.

Step 1: Go to Help -> Submit a Support Case.

Step 2: You enter the details of the issue, provide preferred contact number and impact of the issue.

Step 3: Select Issue Category -> Modules.

Step 4: Select Problem Concentration -> Application Security

Step 5: Provide VCS type, PR scan details(NA if it is not PR related) and Issue replicable or not.

Step 6: At the bottom of it you find this checkbox "Allow PaloAlto Networks's support team to collect Appsec diagnostic to facilitate issue resolution".  We would need to check this for the support team to get environment and diagnostic details during the time of case creation, helping with faster resolution of the issue.

Step 7: Click "Next" at the bottom of the page.

Step 8: Submit Support Case in the next page.

This will create a case and will submit environment and diagnostic details along with the support case.

This option is only available when you open the support case from Cortex platform. This option is not available when you open a case from Customer support portal(CSP).