topic Triage process to eliminate endpoint issues prior to Prisma Access queries in Prisma Access for MSPs and Distributed Enterprises Discussions

Triage process to eliminate endpoint issues prior to Prisma Access queries

Kreshby202 — Fri, 05 Sep 2025 13:29:43 GMT

Has anybody come across or developed a triaging (L1/L2) process to eliminate endpoint issues before submitting Prisma SASE (PA and Prism SDWAN) to support?. It is important for customers, provisioned with Prisma SASE to be efficient and effective before submitting ticket to MSSP. This document may be of great value to PA customers. Thank you

Re: Triage process to eliminate endpoint issues prior to Prisma Access queries

BPry — Fri, 05 Sep 2025 19:33:41 GMT

@Kreshby202,

So are you the MSSP in this case or someone paying per ticket opened with the MSSP?

I ask because that will actually change what you're actually asking for. An average end-user is not going to be that efficient at troubleshooting anything with Prisma Access before contacting support, but the MSSP should have basic tests that ideally can be ran from an RMM or EDR to validate basic connectivity and simple log parsing for issues.