Question & Answer
Question
This article informs administrators about QRadar® Support policies. Customers can set up rule responses to send email alerts on Events, Flows, and Offenses. When you configure a rule response, administrators can choose the default template or a custom template. The custom template is modified by the administrator by editing the alert-config.xml file.
Answer
Responsibilities for custom email notifications issues
QRadar® has a flexible template of parameters that administrators can use to create a custom email notification template. Due to the configurable nature of the notification templates, support can investigate errors and software issues where rule responses do not generate alerts.
Support type | Description | Responsibility |
Custom email notifications, errors, and support |
QRadar® technical support teams can assist administrators with issues implementing the updated configuration file. Administrators can open cases with QRadar® technical support to:
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QRadar technical support To open a case or an error for custom email notifications, contact QRadar technical support. |
Out-of-scope for QRadar Support | Administrators are responsible for their custom email notifications. The following activities are considered out-of-scope for technical support cases:
For more information, see the following IBM Documentation:
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Document Information
Modified date:
16 June 2021
UID
ibm16427791