topic Re: Suggestion for support in General Topics

Suggestion for support

Alex_Samad — Mon, 22 Aug 2022 23:28:22 GMT

I notice a lot of my other venders allow for uploads direct from their device. Can palo alto do that. if I go to the support page for the device there should be an option to upload direct from the device with a case number or something like that. save me having to download - usually over slower comms and then re upload

Simple thing, make my life simplier

Re: Suggestion for support

BPry — Tue, 23 Aug 2022 18:54:25 GMT

@Alex_Samad,

This would have to go in as a Feature Request (if one doesn't already exist), but I agree that this feature is handy on other devices.

Re: Suggestion for support

kiwi — Wed, 24 Aug 2022 09:13:25 GMT

Hi @Alex_Samad ,

As @BPry mentioned this is a FR. There is already an existing request for this. Please reach out to your local sales person and have your vote added to the feature request: FR ID: 1931 - The ability to upload a tech support file to a case directly from the WebUI.

Best,

-Kiwi.

Re: Suggestion for support

dmifsud — Thu, 25 Aug 2022 17:51:02 GMT

Hi Alex,

Do you mean for the Tech Support File?

You can use scp to upload it to TAC Upload. It doesn't go directly to the support case, but it goes into the support case files on the backend system.

https://knowledgebase.paloaltonetworks.com/KCSArticleDetail?id=kA10g000000ClRlCAK

scp export tech-support to xxxxxxxx@tacupload.paloaltonetworks.com:./

xxxxxxxx will be the case number, including leading zeros. Example: 00654321@tacupload.paloaltonetworks.com:./
When prompted, the password will be the email address under which the case was opened.

Note: this uploads the last generated TSF, and doesn't generate a new one itself. You can generate a new one from the GUI as usual or via the CLI "request tech-support dump" and then monitor the job with "show jobs all".

Regards,

- DM

Re: Suggestion for support

Alex_Samad — Thu, 25 Aug 2022 21:55:14 GMT

Can you do that from the command line of the PA ?

Re: Suggestion for support

dmifsud — Thu, 25 Aug 2022 22:25:30 GMT

Yes this is from the Firewall CLI.

- DM