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QRadar: Forum supported applications and case policies

Question & Answer


Question

Which applications are provided by IBM but only supported through the IBM® forums? This document outlines out-of-scope work for forum-supported application cases and the responsibilities of the QRadar® administrator. 

Answer

Responsibilities for forum supported application issues

IBM provides many applications on the IBM® X-Force App Exchange®, but not all apps are eligible for IBM support. The support team for each application is listed in the application description on the IBM X-Force App Exchange. An example of a forum supported app would be the Network Hierarchy Management for QRadar. Those apps that are documented as forum supported can get help from the IBM forums.

Support type Description Responsibility
Support for Forum supported application issues
QRadar® Support can assist with error messages, discuss issues with administrators, or confirm processes for software installations and appliance rebuilds. For example, QRadar Support can:
  1. Ensure an application can be installed successfully on QRadar.
    Note: The exception is Early Access applications. QRadar Support does not take cases related to Early Access apps.
  2. Confirm the application framework is in a healthy state.
  3. Collect application logs for QRadar on Cloud administrators.
  4. Troubleshoot authorized service token issues.
  5. Assist users when an application cannot be uninstalled successfully.
  6. Validate that applications can communicate to QRadar, confirm ports, and communicate outside of the app container.
 QRadar technical support

To open a case or report a forum supported application issues, Contact QRadar technical support.
Out-of-scope for QRadar Support The following topics are considered out-of-scope for technical support cases:
  1. Configuring a forum-supported application. Administrators can ask other users confirmation questions in the forum or contact the development team for the app. 
  2. Functional issues with the app after it successfully installs. For example, a case opened for an error displayed in the user interface for the app might be closed if the app is forum supported.
  3. Cases related to Early Access apps are not supported. Users who open cases about applications identified as Early Access are directed to the forums to discuss the app with other users.
Applications with forum support are identified as on X-Force App Exchange to inform users that cases on this application are not supported.
image 10716
Resources:
  • Administrators

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Document Information

Modified date:
29 June 2021

UID

ibm16427819

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