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QRadar: Dashboards and support policies

Question & Answer


This article informs administrators about QRadar® Support policies. QRadar Support assists administrators with dashboard issues, such as troubleshooting, error messages, or documentation questions. This document outlines out-of-scope work for dashboard cases and the responsibilities of the QRadar administrator. 


Responsibilities for Dashboard cases

Dashboards are essential for visually identifying issues or threats. In some instances, dashboards fail to show data or are in error. This article addresses the responsibilities of the administrator and QRadar® support for Dashboard issues.

Support type Description Responsibility
Dashboard assistance and error support
Administrators can use QRadar technical support to assist administrators with dashboard issues. For example, QRadar Support can:
  • Troubleshoot a dashboard when it does not display data as expected.
  • Investigate cases where shared dashboards do not work for assigned users.
  • Troubleshoot dashboard error messages.
  • Troubleshoot dashboard functionality that does not work as described per the documentation.
  • Answer question related to the user interface or questions regarding documentation.
QRadar technical support

To open a case or report a dashboard error, contact QRadar technical support
Out-of-scope for QRadar Support
The following activities are considered out-of-scope for technical support.
QRadar Support reserves the right to close cases related to the following issues:
  1. Requests to create searches or dashboards for customers.
  2. Modification of searches or dashboards for customers
  3. Configuring user roles for dashboards.
  4. Tuning dashboards.
  5. Cleaning up errors caused by loading too many aggregate data views.


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Document Information

Modified date:
07 January 2022