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QRadar: Custom Actions Script cases and support policies

Question & Answer


Question

This article informs administrators about QRadar® Support policies. QRadar Support assists administrators to investigate software errors or defects related to custom actions. This document outlines out-of-scope work for Custom Actions Script cases and the responsibilities of the QRadar administrator. 

Answer

Responsibilities for Custom Action Script issues

QRadar® allows administrators to create custom action scripts to rules to perform specific actions in response to network events. Using custom action scripts, administrators can define values from events, which can be passed to the script to implement actions. For example, run a custom action as a rule response that sends data to or queries an external API.

Support type Description Responsibility
Custom Action Script and support
QRadar® Support can assist with error messages or confirm product functionality related to custom action scripts. For example, QRadar Support can:
  1. Review or explain errors related to the custom actions user interface.
  2. Attempt to reproduce the error provided enough evidence is available to conclude there is a product issue related to the custom action script functionality in QRadar.
  3. Documentation and general queries.
  4. Verify whether there are known issues (APARs) related to custom actions for your QRadar version.
 QRadar technical support

To open a case or report a Custom Action Script error, contact QRadar technical support.
Out-of-scope for QRadar Support
The following activities are considered out-of-scope for technical support. QRadar Support reserves the right to close cases related to the following issues:
  1. QRadar Support does not provide scripting or development assistance for custom action scripts. This includes creation, modification, porting, testing, and tuning of custom action scripts.
  2. Changes to custom action scripts where a software update removed or modified libraries required by your custom action script.

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Document Information

Modified date:
08 June 2021

UID

ibm16427773

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