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If you need assistance, you can create Cortex XCOR Support tickets by both email and with the Cortex XCOR Support portal.
  • Email: Send an email to xcorsupport@paloaltonetworks.com. When you create a ticket by email you’ll receive a separate email with a link to generate a password for your account. After you create a password, you can sign in to your account using both the email address from which you created the ticket and your new password.
  • Web: Access the Cortex XCOR Support portal using the same account details you use to access the Palo Alto Networks Cortex XCOR platform. If your instance has single sign-on (SSO) enabled, use that provider. If you don’t have an account, you can create an account by clicking Sign Up. When creating a support ticket, be sure to specify its priority, along with the description and title. You can also select one or more Category labels for your ticket, which helps Cortex XCOR Support better allocate resources to address your request. If you don’t know which categories to choose, leave the field blank.

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Support ticket priorities

To best ensure Cortex XCOR Support focuses on issues that provide the most benefit to users, support tickets have these assignable priority levels:
  • Low: An issue with a minor service impact or an observation that might not be ideal.
  • Normal: Non-critical Cortex XCOR services with operational impact are unusable or hard to use, but there’s no direct impact on service availability.
  • High: Critical Cortex XCOR service degradation or partial impairment, with no workarounds. A significant feature isn’t operating as expected and the service is impacted, with no workarounds.
  • Urgent: Critical services of Cortex XCOR are inaccessible, failing, or production-impacting, with no workarounds. This request must be addressed as soon as possible.
Assigning a ticket a priority of Urgent alerts Cortex XCOR Support on-call resources 24x7 for triage purposes.

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Ticket updates

As the support team updates the ticket, the ticket creator receives updates by email. Ticket creators can also track the ticket updates from the Cortex XCOR Support portal. To provide access to the ticket for additional team members, you can include them in the email or request the Cortex XCOR Support engineer to add them to the ticket’s cc list when adding an update from the website. Anyone included in the cc list will receive all ticket updates.

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Ticket status

To review the status of your tickets:
  1. Sign in to the Cortex XCOR Support portal.
  2. In the upper right of the page, click your profile icon, and then select My activities.
All tickets have one of the following statuses:

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Control admin user ticket access

Admin users are users with access to all of your organization’s tickets. To designate a user as an admin, an existing admin must create a Task ticket that includes the email addresses to upgrade to admin users. Alternatively, you can request all users in your organization have access to all of your organization’s tickets.