Chapter 18 Troubleshooting : Technical Support Organization Overview : Reporting problems : Following up on online tickets
  
Following up on online tickets
Perform the following steps to follow up on an existing issue.
Partners should log into the following web site:
http://partners.fortinet.com
Customers should log into the following site:
http://support.fortinet.com.
1. Log in with the account credentials used when the account was created.
2. Navigate to the top menu, click Assistance, and select Manage Tickets.
3. Use the search field on the View Tickets page to locate the tickets assigned to the account.
4. Select the appropriate ticket number. Closed tickets cannot be updated. A new ticket must be submitted if it concerns the same problem.
5. Add a New Comment or Attachment.
6. Click Submit when complete.
 
Every web ticket update triggers a notification to the ticket owner, or ticket queue supervisor.