Sign In with your
Trend Micro Account

User Guide: New Requests


Setting up product profiles for case submission

A product profile is an auto-complete tool for submitting product cases. It is a saved record of the production environment where your Trend Micro products are active.

It is advisable to set up all your product profiles for faster case submission. Selecting a product profile in the New Request form fills out the product, product version, product language and operating system information, so that there’s no need to select repeatedly.

To set up your product profile:

  1. Sign in to the Support Portal. Or if you are logged in but in eSupport, click My Support from the header navigation.
  2. Hover over the Profile Menu on the top right of the page.
  3. Click My Products and Services.
  4. Click Add New in the “Product Profiles” table.
  5. The Create a Product Profile form is displayed. Fill out all required fields.
  6. Click Submit to save the record.

Product Profile form fields

The Product Profile form fields include the following:

 

Profile NameAssign a name to the product profile.

Product

Select the product to be associated with this profile.

Product Version

Select the version to be associated with this profile.

Operating System

Select the operating system(s) where the selected product is currently active. You may select multiple, if necessary. This will help support to recreate the environment where the issue occurred.

Product Activation Code

Select the activation code registered for the selected product.

OfficeScan Toolbox GUID

If the selected product is OfficeScan, enter the OfficeScan Toolbox GUID. Learn more about OfficeScan Toolbox

Product Settings

Tick the checkboxes if applicable (depends on selected product):

  • Smart Scan Server
  • Web Reputation Enabled
  • Email Reputation Filtering / Spam Filtering Enabled
  • Behavior Monitoring

Product Language

Select the language that the product is currently using.

Quickly add a product profile while submitting a request

You can also quickly create a product profile from the New Request form.

  1. Sign in to the Support Portal.
  2. On the top navigation bar, click My Support > New Request.
  3. Click Update or add a product profile under the Product Profile drop down menu.
  4. The Quick Update/Add Product Profile form is displayed on a modal window. Click +Add New Profile next to the Product Profile drop down menu.
  5. Fill out the fields to associate the product.
  6. Click Save Changes

When you start creating cases, the first two fields in the New Request form are Product Profile and Affected Operating System. Once you select from the Product Profile list, the operating systems pre-selected in the profile will be loaded in the Affected Operating Systems field. Select the operating system where the inquiry or issue is occurring.

Back to top


Using the New Request form

The New Request form is the only form you need to create a case or request. You can access it whenever you are logged in.



The default New Request form fields include:
 

Product Profile

A list of product profiles that you have created. Select the Product Profile where your case is concerned. If the profile doesn’t exist yet, click Update or add a product profile.

Affected Operating Systems

A list of operating systems that you have predefined for the product in the selected Product Profile. Select the operating system where your case is concerned.

Issue Type

The type of request you want to send to Support. You can choose to create a Product Issue or a Threat Issue. If the selected product is Deep Security, you can create a Change Control Issue.

Issue Category

A list of issue categories available for a Support Case. This field is not available when Change Control is selected for Issue Type.

Subject

A short title for your case.

Description

The description for the issue or inquiry you are experiencing.

Case Severity or Case Urgency

The urgency of your case. If High or Critical is selected, you will need to input Business Impact as well.

CC Emails

The list of email addresses that will also receive case updates. Enter the email addresses, one per line or click Select recipients from Contact list to add other contact emails under the same account. You can predefine the list of email addresses in the Case Recipients div of My Profile.

Contact Method

The preferred way for Support to contact you. If Phone is selected, you will need to input your Phone and Preferred Time to be called.

Note that this form is dynamic, so there may be additional fields that display depending on your list selections.

Back to top


Submitting Threat-Related issues

Select Threat Issues to create a threat related issue.
Threat issue cases will be listed under the “Product and Threat Cases” table on the Support Requests page.
(Before July 12th, 2017, there was a Threat Analysis request type that were not categorized as cases, thus appearing under “Threat Analysis Requests” in the Support Requests page.)

Files that need verification

You can use Threat Analysis to verify files or logs (contained in a password-protected zip file), then decide which among those files you want to be handled as a case.

To submit a Threat Issue Case:

  1. On the top navigation bar, click New Request.
  2. Fill in the Product Profile and Affected Operating System field.
  3. Select “Threat Issue” for Issue Type and “Collected Threat Sample Analysis” for Issue Category.
  4. Select the Virus Pattern Type of the product.
  5. Complete the required fields.
  6. Attach files according to instructions. Note: susceptible files should be zipped and password protected.
  7. Click Submit.

You will receive an email confirmation and a Reference ID.

Files that require immediate action

If you need immediate action on specific files, you can create the following two types of cases:

  • Infected or Positive Infected: A file was possibly infected that needs verification
  • File False Positive: A clean file was tagged as malicious

To create a malware case:

  1. Sign in to the Support Portal.
  2. On the top navigation bar, click My Support > New Request.
  3. Fill in the Product Profile and Affected Operating System field.
  4. Select “Threat Issue” for Issue Type.
  5. Select “Infected or Positive Infected” or “File False Positive” as Issue Category.
  6. Enter the Virus Pattern Type that the concerned product is using.
  7. Enter a subject and description for your case. Include any file attachments, if necessary.
  8. Fill out the Case Urgency, CC Emails, and Contact Method fields.
  9. Click Submit.

You will receive an email confirmation and the Case Number for reference.

Back to top


Spam and Spam False Positive

Submit email files contained in a password-protected zip file. Spam submissions are divided into two sub-categories:

  • Spam: Request to tag an email as SPAM
  • Spam False Positive: Request to analyze a valid email tagged as SPAM

To create a Spam or Spam False Positive case:

  1. Sign in to the Support Portal.
  2. On the top navigation bar, click My Support > New Request.
  3. Fill in the Product Profile and Affected Operating System field.
  4. Select “Threat Issue” for Issue Type.
  5. Select “Spam” or “Spam False Positive” as the Issue Category.
  6. Enter a subject and description for your case. Include any file attachments, if necessary.
  7. Fill out the Case Urgency, CC Emails, and Contact Method fields.
  8. Click Submit.

You will receive an email confirmation and a Case Number.

Back to top


URL Reclassification

You can also use the New Request form to verify the current rating of a URL and request Trend Micro to change its rating or classification.

To check the current rating and classification of a URL:

  1. On the top navigation bar, click New Request.
  2. Fill in the Product Profile and Affected Operating System field.
  3. Select “Threat Issue” for Issue Type.
  4. Select “URL Reclassification” as the Issue Category.
  5. Enter 1-10 URLs in the Check URL field. Type one URL per line.
  6. Click Show Rating & Classification.
  7. The current rating and classification of the URLs are displayed.
    This image is not available because: You don’t have the privileges to see it, or it has been removed from the system
  8. If you want to change the classification, click Select a new classification to choose from the current categories in the Trend Micro Web Reputation service.
  9. Change the rating if necessary.
  10. Fill out the Case Urgency, CC Emails, and Contact Method fields
  11. Click Submit.

You will receive an email confirmation and a Case Number for reference.
The reclassification result will show in the case page which is listed under the “Product and Threat Cases” table on the Support Requests page.

Back to top


Submitting TippingPoint Digital Vaccine filter request or verification

Tippingpoint users can request filters or have filter verification. Please make sure you have any relevant information about the request ready.

To create a TippingPoint Digital Vaccine Filter case:

  1. Sign in to the Support Portal.
  2. On the top navigation bar, click My Support > New Request.
    If you do not have a TippingPoint Digital Vaccine Product profile, create one.
  3. Select “TippingPoint Digital Vaccine” for Product.
  4. Enter a subject and description for your case. Include any file attachments, if necessary.
  5. Fill out the Case Urgency, CC Emails, and Contact Method fields.
  6. Click Submit.

You will receive an email confirmation and a Case Number for reference. The case will be listed under the “Product and Threat Cases” table on the Support Requests page.

Back to top


Submitting TippingPoint ThreatDV filter request or verification (Including Repdv entries)

Tippingpoint users can request filters or have filter verification. Please make sure you have any relevant information about the request ready.

To create a TippingPoint Digital Vaccine Filter case:

  1. Sign in to the Support Portal.
  2. On the top navigation bar, click My Support > New Request.
    If you do not have a TippingPoint ThreatDV Product profile, create one.
  3. Select “TippingPoint ThreatDV” for Product.
  4. Enter a subject and description for your case. Include any file attachments, if necessary.
  5. Fill out the Case Urgency, CC Emails, and Contact Method fields.
  6. Click Submit.

You will receive an email confirmation and a Case Number for reference. The case will be listed under the “Product and Threat Cases” table on the Support Requests page.

Back to top


Submitting Product-Related issues

Product cases are requests related to product concerns that require support assistance. These may include:

  • Deployment assistance
  • Configuration assistance
  • Reporting product defects
  • General product inquiries

To create a product case:

  1. Sign in to the Support Portal. 
  2. On the top navigation bar, click My Support > New Request.
  3. Fill in the Product Profile and Affected Operating System field.
  4. The Issue Type field is defaulted to the “Product Issue” option. There is no need to change it.
  5. Select the appropriate category.
    • Technical concerns are under “Product Issues” in the Issue Category field.
    • Account and subscription concerns are under “Activation and Registration Issues” in the Issue Category field.
  6. Enter a subject and description for your case. Include any file attachments, if necessary.
  7. Fill out the Case Urgency, CC Emails, and Contact Method fields.
  8. Click Submit.

You will receive an email confirmation and a Case Number for reference. The case will be listed under the “Product and Threat Cases” table on the Support Requests page.

Back to top


Submitting Change Control issues (for Deep Security customers in North America)

For Deep Security users, there is a change control option in Request type. By choosing that option users can submit a change control case.
A Change Control request is intended only for Deep Security Managed Service customers located in US & CAN to communicate the need for configuration change within their DS environment to the Security Operations Center (SOC). After entering a request DS Managed Service customers will be contacted by an analyst in the managed service SOC to discuss and implement the desired change to their environment. It is not used in the context of ad hoc support requests.

To create a Change Control case:

  1. Sign in to the Support Portal. 
  2. On the top navigation bar, click My Support > New Request.
  3. Select “Deep Security” for Product Profile and fill in the Affected Operating System field.
  4. Select “Change Control” for Issue Type.​​
  5. Enter a subject and description for your case. Include any file attachments, if necessary.
  6. Fill out the Case Urgency, CC Emails, and Contact Method fields.
  7. Click Submit.

You will receive an email confirmation and a Case Number for reference. The case will be listed under the “Product and Threat Cases” table on the Support Requests page.

Back to top