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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 the Add New button in the “Product Profiles” table.
  5. The Create a Product Profile form is displayed. Fill out all required fields.
  6. Click the Submit button 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. Or if you are logged in but in eSupport, click My Support from the header navigation.
  2. On the side navigation, click 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 the Save Changes button. 

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.

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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.

Request Type

The type of request you want to send to Support. You can choose to create a support case or an automated threat analysis.

Issue Category

A list of issue categories available for a Support Case. This field is not available when Threat Analysis is selected for Request Type.

Subject

A short title for your case.

Description

The description for the issue or inquire you are experiencing.

Case Urgency

The urgency of your case. If High or Business 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. You can predefine the list of email addresses in the Case Recipients div of My Profile.

Premium Service customers can click Select recipients from Contact list to add their account contacts’ emails.

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.

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Submitting Threat-Related issues

There are two types of file submissions:

  • Threat Analysis request type (Threat Query Assessment)
  • Case request type under Virus and Malware Issue Category

Threat Analysis request types are not categorized as cases, thus they appear under “Files for Analysis” in the Support Requests page.

There are two options to have files checked: submit a Threat Analysis request, or submit a malware case.

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 Analysis request:

  1. On the side navigation, click New Request.
  2. Fill in the Product Profile and Affected Operating System field.
  3. The Request Type field is defaulted to the “Submit a Case” option. Select “Submit a file for threat analysis” instead.
  4. Enter the Scan Engine Version and Virus Pattern Type of the product.
  5. Attach a compressed file with a password. The compressed file can contain all the files you wish to be analyzed, or the zip file generated by the ATTK.
  6. Enter the email addresses that will receive updates about the analysis.
  7. Click the Submit button.

You will receive an email confirmation and a Reference ID. The request will be listed under “Files for Analysis” in Support Requests page. Here you can check the status of analysis, or select files from the list to create a malware case.

Files that require immediate action

If you need immediate action on specific files, you can create a malware case. Malware case categories for files include the following scenarios:

  • A file was found to be malicious, but was not cleaned
  • A clean file was tagged as malicious (false alarm)

To create a malware case:

  1. Sign in to the Support Portal. Or if you are logged in but in eSupport, click My Support from the header navigation.
  2. On the side navigation, click New Request.
  3. Fill in the Product Profile and Affected Operating System field.
  4. The Request Type field is defaulted to the “Submit a Case” option. There is no need to change it.
  5. Select the appropriate category: “Malware Detected by Clean Failed” or “Virus False Alarm”.
  6. Enter the Scan Engine Version and 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 the Submit button.

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

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Spam

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

  • Spam email is not detected
  • Legitimate emails are marked as spam

Spam submissions are categorized as a Case Request Type under the “Virus and Malware” Issue category.

To create a Spam case:

  1. Sign in to the Support Portal. Or if you are logged in but in eSupport, click My Support from the header navigation.
  2. On the side navigation, click New Request.
  3. Fill in the Product Profile and Affected Operating System field.
  4. The Request Type field is defaulted to the “Submit a Case” option. There is no need to change it.
  5. Select "Spam" as the appropriate category and then select a sub-category.
    1. If you selected “Spam”, select a sub-category.
    2. If you selected “Malware Detected by Clean Failed” or “Virus False Alarm”, enter the Scan Engine Version and Virus Pattern Type that the concerned product is using.
  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 the Submit button.

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

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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 side navigation, click New Request.
  2. Fill in the Product Profile and Affected Operating System field.
  3. The Request Type field is defaulted to the “Submit a Case” option. There is no need to change it.
  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.
  8. If you want to change the classificatoin, 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. Click the Submit button.

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

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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. Or if you are logged in but in eSupport, click My Support from the header navigation.
  2. On the side navigation, click New Request.
  3. Fill in the Product Profile and Affected Operating System field.
  4. The Request Type field is defaulted to the “Submit a Case” 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 the Submit button.

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

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