1. Navigate to Chronicle Support.
  2. Select SOAR to go to the Chronicle SOAR (formerly Siemplify) support portal login page.   
  3. Provide your credentials to access the support portal to create or review cases.  
  4. The following options can be chosen:
    CREATE A CASE
    MY CASES
    HISTORICAL SUPPORT CASES
    ALL CASES

Create a case

The following forms can be chosen:

  • Question
  • Product Issue – Integrations / Connectors
  • Product Issue – Chronicle SOAR Platform
  • New Product Request – Integrations / Connectors
  • New Product Request – Chronicle SOAR Platform

Question

  1. Select the Question option to display the Question form.
  2. Fill out the following fields with as much information as you can:
  • Subject
  • Description
  • Priority
  • Chronicle SOAR version
  • Type of Chronicle SOAR environment
  • Integration Name
  • Add any attachments that can help us with your query.
  • Click Submit when finished. The screenshot below is for illustrative purposes only.

Product Issue – Integrations / Connectors

  1. Select the Product Issue – Integrations / Connectors option to display the form.
  2. Fill out the following fields with as much information as you can:
  • Subject
  • Description
  • Type of Chronicle SOAR environment
  • Priority
  • Chronicle SOAR version
  • Integration Version 
  • Product Version
  • Python Exception Error – Copy this message you see while running the Action either manually or through a playbook.
    For example, a failed action in a playbook will show the error in the side drawer under Action Failed.


NOTE: the error log for the connectors can be retrieved from the following directory: /var/logs/siemplify/connector name

  1. Add any attachments that can help us with your product issue. 
  2. Click Submit when finished. The screenshot below is for illustrative purposes only.

Product Issue – Chronicle SOAR Platform

  1. Select the Product Issue – Chronicle SOAR Platform option to display the form.
  2. Fill out the following fields with as much information as you can:
  • Subject
  • Description
  • Type of Chronicle SOAR environment
  • Priority
  • Chronicle SOAR version
  • Add any attachments that can help us with your query.
  • Click Submit when finished. The screenshot below is for illustrative purposes only.

New Product Request – Integrations / Connectors

  1. Select the New Product Request – Integrations / Connectors option to display the form.
  2. Fill out the following fields with as much information as you can:
  • Subject
  • Description
  • Priority
  • API Documentation Link
  • Chronicle Soar version 
  • Add any attachments that can help us with your query.
  • Click Submit when finished. The screenshot below is for illustrative purposes only.

New Product Request – Chronicle SOAR Platform

  1. Fill out the following fields with as much information as you can:
  • Subject
  • Description
  • Priority
  • Chronicle SOAR version
  • Add any attachments that can help us with your query.
  • Click Submit when finished. The screenshot below is for illustrative purposes only.