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Targeted ticketing - How to

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Targeted ticketing for a quick support

Last adaption: 07.2025

New:
notempty
This article refers to a Beta version
-
Preparation and creation of a ticket
For targeted and efficient processing of your request, various information is required.
This document summarizes these points and provides guidance for creating new requests.


Consult Wiki

1. Consult Wiki

Has your request already been described in the wiki?
If yes, please check if the configuration or solution described there solves the problem.


Create log data

2. Create log data

Save the log at the time of the event
Without a log file, processes and situations are not traceable

UTM

Create log files on the UTM
Web interface
Menu → Log 
  • select appropriate log:
    • Display application and kernel messages only
    • Show audit messages only
    • Show authentication messages only
    • Show packet filter messages only
    • Show cloud messages only as of v12.2.3
    • Display alerting center messages only
  • Download log Download and save
CLI
  • syslog get type  xyz (firewall | messages | auth | audit)
  • alertingcenter alerts get
Then copy the log to a text file.
Shell
Login as root user required!
  • syslog  xyz (firewall | messages | auth | audit)
  • spcli alertingcenter alerts get
  • Then copy the log to a text file.
  • If other systems are involved in the case, save the relevant log files on these systems as well and keep them ready for processing.
    • Packet capture
    Login as root user required!
    • In addition to log files, packet captures may be necessary.
      (e.g.: tcpdump -i LAN2 -nnp port 11115 checks if the UTM receives packets for the admin interface on the internal interface LAN2 at all).

    UMA

    Create log files on the UMA
    Web interface
    Show log: Tab Logs → Show log
    • For ALL problems concerning mail retrieval, select Mail, System group.
    • Limit search in log to relevant results by group selection, length of displayed logs and purposeful filtering.
    • Export log and download
    Shell
    Access to the system, via shell, is exclusively possible only after starting the SSH service via the web interface or via direct console access.
    • Login with admin password
    • logviewer  xyz (mail | messages | http | audit | errors)
    • Then copy the log to a text file or take a photo/screenshot of the console output.

    AV Pro

    Create log files for AV Pro
    Debug mode (Upcoming)
    In the Antivirus Pro portal, the debug mode can be activated in the device overview.

    This transmits settings to the individual client so that more information can be collected.
    This includes:

    • Other scanning information of files.
    • Cloudlog for the information from and to the portal.
    • Debuglog for the Antivirus Pro service.
    Activate extended log
    For Securepoint Antivirus Pro support, extended logs are required in some cases, which can be activated in the client (GUI) under Tools → Settings → Logs.
    Support log
    The Antivirus Pro support log can be saved under Support → Save support info.
    Installation log AV
    When installing Securepoint Antivirus Pro with .msi-' file, an installation log can be created.

    The syntax for this is: msiexec /l* SetupLog.txt /i SetupAV.msi PROPERTY=value /q

    See also this Wiki article
    MSI installation log
    • When installing MSI installation media, the operating system creates an installation log, which is created under temp and has the naming scheme MSI[UUID].log.
    Other logs
    It may happen that logs or information from the operating system are also required for a more in-depth analysis.

    This includes:

    • Event Viewer (Application, Security and System)
    • Registration Editor

    MobSec

    Create log files for MDM / mobile security
    1. Open app
    2. More
    3. Diagnosis
    4. Open diagnostic report
    5. Enable logging
    6. Reproduce problem
    7. Check log (is the action really logged?)
    8. Send log: Email to self, then save

    SUB

    Create log files for Unified Backup
    Logs in the portal
    • Click on the last backup status to get to the logs
    Logs on the client
    • Support log (run Securepoint wizard and click on support info)
    • Event Viewer (Application, Security and System)

    SSL-VPN

    Create log files for the SSL VPN client
    MSI installation log
    • When installing MSI installation media, the operating system creates an installation log, which is created under temp and has the naming scheme MSI[UUID].log.
    Other logs
    It may happen that logs or information from the operating system are also required for a more in-depth analysis.

    This includes:

    • Username
    • User rights (AD rights)

    since 02.2022 Please add log data as file attachments in .log format to the ticket


    Compile basic information

    3. Compile basic information

    Für die Analyse werden verschiedene Basisinformationen benötigt:

    UTM basic information

    UTM basic information
    • Software version
    • Hardware: Gx / own hardware / VM (virtualization system if necessary)
    • Cluster mode?
    • Direct Internet access or additional routers, modems, etc.

    Zusammenstellen der Daten mithilfe eines CLI-Befehls:

    • Verbinden als root-Benutzer per SSH mit der Firewall
    • UTM Auf der UTM ausführen: spcli system supportinfo > supportinfo.tx
    • Lokal im Terminal ausführen: scp root@firewall.name.local:/home/root/supportinfo.txt supportinfo.txt

    UMA basic information

    UMA basic information
    • UMA software version
    • Hardware used / virtualization

    AV basic information

    AV basic information
    • Operating system with update status
    • Client version

    MDM / mobile security basic information

    MDM / mobile security basic information
    • Which end customer?
    • Which operating system (Android or iOS/iPadOS)?
    • affected device: All devices are marked with a so-called "unique identifier" (six-digit combination of letters and numbers)
  • If possible, affected devices should be reachable online
    •

    Unified Backup basic information

    Unified Backup basic information
    • Client version
    • Windows version (incl. 32/64 bit specification and update status)
    • Job type (Image based / File based etc.)
    • Time of the error
    • Error message

    SSL VPN basic information

    SSL VPN basic information
    the following information is required:
    • Client version
    • Operating system: Android, iOS or Windows version (incl. 32/64 bit specification)
    • For Windows clients:
      • Installer type ( portable or installer)
      • .msi or .exe
      • Is the %appdata% directory local or shared?
      • Windows Username
      • Rights of the user

    Please add this information to the ticket

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    Provide remote access

    4. Provide remote access

    If it is foreseeable that the support staff will need access to the system on site (Teamviewer, support users, etc.), this must be set up beforehand.

    • Indirect access:
    • Option for the preparation of log files:
      • Notepad++
      • Sublime Text
      • oder similar tools
    • Direct access:
      • Create temporary access permissions for the access
      • The UTM makes it possible to create a temporary support user
  • Do not share any access data with us that is used actively


    • Create ticket

    5. Create ticket

    Only now create a ticket in the Ticket portal via the  Create Ticket menu.
    Here you have an overview of your requests and receive status updates on every change, keeping you in direct contact with the support team.
    If you are unable to create it through the portal, we will gladly accept your request by phone or email.
      You can reach us at +494131 - 2401-0
      Phone is not faster than ticket system!
      E-Mail:support@securepoint.de

    Ticket creation

    department
    product
    Contact information
    Description
    Ticket creation
    1. Select the correct department
    2. Choose the right product category (we have specialists...)
    3. If you wish to be called back, make sure that the contact person can also be reached by direct dialing
    4. Choose a fitting description (see above: We have specialists...)
      Please always include customer and project!
      Please use the option to attach files (screenshots, log files etc.) New as of 02.2022


    Reachability

    6. Reachability
    • Due to an increased service volume we may not be able to process your request immediately
    • Inform colleagues within your organization about the situation and allow your colleagues to represent you

    Close ticket

    7. Close ticket
  • Please close the ticket yourself if you have found a solution on your own or the problem has been solved otherwise.





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