PAM360 Support Features

The ManageEngine PAM360 team offers extensive support to assist users who may encounter challenges during their configuration processes. In addition to this, PAM360 provides a subscription service via email to keep users informed about important security updates. Moreover, the platform allows users to report issues, request new features, and interact with the broader PAM360 community through a user forum where troubleshooting tips and solutions are often shared. Whether seeking support, reporting a problem, or submitting a new feature request, access to these resources is restricted only to users with administrative privileges in PAM360.

Note: By default users with the Privilege Administrator and Administrator roles can perform this operation. Apart from these roles, user roles with the View Support Information privilege enabled are allowed to perform these operations.

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To navigate to the support options, first, access the My Profile dropdown in the PAM360 interface. From there, click on the Support option. In the window that opens, you will find key details related to the PAM360 application, including Product Information, Database Information, System Information, JVM Information, and Upgrade Information.

To ensure your system is compliant with the basic software requirements, click the Check Configurations link under the Software Requirements section.

By the end of this guide, you will understand how to perform the following operations:

Requesting Technical Support
Reporting an Issue
Subscribing to the Security Advisory
Requesting a New Feature

1. Requesting Technical Support

If you find yourself facing any technical hurdles while navigating the PAM360 configurations or performing operations, such as questions about product behavior or functionality, you can easily raise a support request. Here is how:

Under the Request Technical Support section, click the link titled Request support through online form. A support form will appear where you can provide details regarding your issue. Once you have completed the form, click SUBMIT.
Upon submission, your query will be transformed into a support ticket. This ticket will be processed, and the support team will reach out to you for further clarification or resolution.
Notes:
- This support service is only offered for customers who are using a subscription-based or perpetual model with AMS (Annual Maintenance and Support).
- If you are operating under the perpetual model without AMC, you will need to upgrade your license with an AMC to access support services.

Additionally, you can explore the user forum by clicking the link Discuss with other PAM360 users under the User Forum section. You can navigate through the recently answered questions or post your queries if you are logged in with a valid user account.

2. Reporting an Issue

If you encounter any technical issues, such as challenges related to server startup, database operations, or other PAM360 software or hardware-related problems, you can raise an issue for assistance. Here is the process to report an issue:

Under the Report an Issue section, click the link labeled Send logs for troubleshooting.
In the dialog box that appears, enter relevant information such as your Email ID, Ticket ID, a clear Subject, and a detailed Description of the issue you are facing.
If PAM360 is deployed on a Windows server, click the log generation link to generate the necessary log files automatically.
Once the log files have been generated or gathered, attach them via the provided link. Be sure to include all necessary information.
After attaching the logs, review and accept the privacy policy by ticking the consent checkbox. Finally, click Send to submit the issue.

Note: The logs attached will be used solely by the support team to diagnose and resolve the issue.

3. Subscribing to Security Advisory

Note: By default users with the Privilege Administrator and Administrator roles can perform this operation. Apart from these roles, user roles with the Configure Security Advisory privilege enabled are allowed to perform this operations.

To keep users informed about important security upgrades or fixes, PAM360 offers a Security Advisory Subscription service. Users can receive instant notifications about security updates via email. To subscribe:

Under the Security Advisory Subscription section, click the link titled Configure security advisory.
In the pop-up window, you will be prompted to provide the name of your organization, a primary email ID, secondary email IDs, and your phone number. You will also need to select your country. You can add multiple secondary email addresses, and you can update or change the primary email at any time.
After entering the required details, click Subscribe.
Upon subscription, a user acceptance email will be triggered to the provided email IDs. Once the subscription is accepted by the users via the provided link, the configured email addresses will begin receiving notifications about security upgrades and advisories.

4. Requesting a New Feature

PAM360 users have the opportunity to request new features directly from the application's interface. You can easily suggest improvements or new functionalities to the PAM360 development team. Here is how to request a feature:

Under the Need Features section, click on the link titled Need any other feature? Let us know.
In the window that opens, you will need to fill in your contact details and describe the feature you are requesting. Be sure to include specific information about how the feature would improve your experience or align with PAM360's functionality.
Once you have filled out the necessary fields, click SUBMIT. The PAM360 technical team will review your request, evaluate its feasibility, and consider it based on its priority within the broader PAM360 user base and current security trends.

By following this document, PAM360 users will be well-equipped to navigate support options, report issues, stay informed about critical updates, and contribute valuable feature suggestions.


PAM360 Support Features The ManageEngine PAM360 team offers extensive support to assist users who may encounter challenges during their configuration processes. In addition to this, PAM360 provides a subscription service via email to keep users informed about important security updates. Moreover, the platform allows users to report issues, request new features, and interact with the broader PAM360 community through a user forum where troubleshooting tips and solutions are often shared. Whether seeking support, reporting a problem, or submitting a new feature request, access to these resources is restricted only to users with administrative privileges in PAM360. Note: By default users with the Privilege Administrator and Administrator roles can perform this operation. Apart from these roles, user roles with the View Support Information privilege enabled are allowed to perform these operations. To navigate to the support options, first, access the My Profile dropdown in the PAM360 interface. From there, click on the Support option. In the window that opens, you will find key details related to the PAM360 application, including Product Information, Database Information, System Information, JVM Information, and Upgrade Information. To ensure your system is compliant with the basic software requirements, click the Check Configurations link under the Software Requirements section. By the end of this guide, you will understand how to perform the following operations: Requesting Technical Support Reporting an Issue Subscribing to the Security Advisory Requesting a New Feature 1. Requesting Technical Support If you find yourself facing any technical hurdles while navigating the PAM360 configurations or performing operations, such as questions about product behavior or functionality, you can easily raise a support request. Here is how: Under the Request Technical Support section, click the link titled Request support through online form. A support form will appear where you can provide details regarding your issue. Once you have completed the form, click SUBMIT. Upon submission, your query will be transformed into a support ticket. This ticket will be processed, and the support team will reach out to you for further clarification or resolution. Notes: This support service is only offered for customers who are using a subscription-based or perpetual model with AMS (Annual Maintenance and Support). If you are operating under the perpetual model without AMC, you will need to upgrade your license with an AMC to access support services. Additionally, you can explore the user forum by clicking the link Discuss with other PAM360 users under the User Forum section. You can navigate through the recently answered questions or post your queries if you are logged in with a valid user account. 2. Reporting an Issue If you encounter any technical issues, such as challenges related to server startup, database operations, or other PAM360 software or hardware-related problems, you can raise an issue for assistance. Here is the process to report an issue: Under the Report an Issue section, click the link labeled Send logs for troubleshooting. In the dialog box that appears, enter relevant information such as your Email ID, Ticket ID, a clear Subject, and a detailed Description of the issue you are facing. If PAM360 is deployed on a Windows server, click the log generation link to generate the necessary log files automatically. Once the log files have been generated or gathered, attach them via the provided link. Be sure to include all necessary information. After attaching the logs, review and accept the privacy policy by ticking the consent checkbox. Finally, click Send to submit the issue. Note: The logs attached will be used solely by the support team to diagnose and resolve the issue. 3. Subscribing to Security Advisory Note: By default users with the Privilege Administrator and Administrator roles can perform this operation. Apart from these roles, user roles with the Configure Security Advisory privilege enabled are allowed to perform this operations. To keep users informed about important security upgrades or fixes, PAM360 offers a Security Advisory Subscription service. Users can receive instant notifications about security updates via email. To subscribe: Under the Security Advisory Subscription section, click the link titled Configure security advisory. In the pop-up window, you will be prompted to provide the name of your organization, a primary email ID, secondary email IDs, and your phone number. You will also need to select your country. You can add multiple secondary email addresses, and you can update or change the primary email at any time. After entering the required details, click Subscribe. Upon subscription, a user acceptance email will be triggered to the provided email IDs. Once the subscription is accepted by the users via the provided link, the configured email addresses will begin receiving notifications about security upgrades and advisories. 4. Requesting a New Feature PAM360 users have the opportunity to request new features directly from the application's interface. You can easily suggest improvements or new functionalities to the PAM360 development team. Here is how to request a feature: Under the Need Features section, click on the link titled Need any other feature? Let us know. In the window that opens, you will need to fill in your contact details and describe the feature you are requesting. Be sure to include specific information about how the feature would improve your experience or align with PAM360's functionality. Once you have filled out the necessary fields, click SUBMIT. The PAM360 technical team will review your request, evaluate its feasibility, and consider it based on its priority within the broader PAM360 user base and current security trends. By following this document, PAM360 users will be well-equipped to navigate support options, report issues, stay informed about critical updates, and contribute valuable feature suggestions.