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QRadar: Reference set issues and support policies

Question & Answer


This article informs administrators about QRadar® Support policies. This document outlines out-of-scope work for reference set issue cases and the responsibilities of the QRadar administrator. 


Responsibilities for Reference set cases

Reference sets add functionality to rules and building blocks. This article explains what assistance can be given to administrators for reference set issues.

Support type Description Responsibility
Reference set assistance and error support
Administrators can use QRadar technical support to assist administrators with reference set issues. For example, QRadar Support can:
  1. Investigate when a reference set fails to populate with data.
  2. Take cases when a reference set shows incomplete data.
  3. Troubleshoot situations where users with the correct credentials cannot create a reference set.
  4. Investigate cases where rules fail to use a reference set.
  5. Assist and resolve issues where a reference set fails to load, or cannot be modified or viewed by a user.
  6. Explain or validate IBM Documentation about reference sets.
QRadar technical support

To open a case or report a reference set issue, contact QRadar technical support
Out-of-scope for QRadar Support
The following activities are considered out-of-scope for technical support. Support reserves the right to close cases related to the following issues:
  1. Verification of the data in the reference set.
  2. Creating reference sets for customers.
  3. Modifying a reference set for customers.
  4. Tuning Time To Live setting on reference sets.
  5. Cleaning up reference sets.

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Document Information

Modified date:
14 December 2021