How to Log a Fortify Hosted Support Ticket

1. Go to CyberRes Help Center - https://support.cyberreshelp.com/hc/en-us/requests/new 

2. Fill out the following fields:

• Please choose your issue below: Choose Fortify Hosted in the dropdown menu.

• CC (optional)
• Subject
• Description: Please enter the details of your request. Specify what is the business impact.
  •  
    • Environment (Main or Test):
    • Product (e.g., SSC, SC SAST, SC DAST):
    • Product version (23.2, 24.2,...):
    • Has this issue occurred before?
    • When did it happen? Please provide the date and time (w/ timezone), if available, for log analysis.
    • Were there any changes made before the issue presented itself?
    • Is the issue affecting one user, project, application, or all? If applicable, how many?
    • Error, warning, or message received:
    • Steps to reproduce the issue:
    • Attach any available logs and screenshots that illustrate the problem:
    • Provide as many details as possible to support the investigation:

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    • If enhancement request or bug/defect, provide detailed information and provide the following information.

      •  

        • Product (e.g., SSC, SC SAST, SC DAST):
        • Product version (23.2, 24.2,...):
        • Actual behavior
        • Expected behavior
        • Steps to reproduce

         

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    • If False Positives / False Negatives / Vulnerabilities or other Rule related issue, provide the following information:
      • Product:
      • Product version:
      • Affected application:
      • Affected application version:
      • Screenshots:
      • Vulnerability:
      • Analysis why they think that it is a false positive:
      • DAST Specific:
        • .scan file with Traffic Monitor Enabled and Debug log
          • Note: It would be difficult to raise a SSR ticket without a scan file with traffic monitor enabled. Since a scan file without the traffic monitor will not present the findings in question.
        • Check ID, Check name
      • SAST specific:
        • FPR file
        • Reproducer (for example, sample code or anything that, when scanned, will reproduce the issue)
        • Rule ID
        • Instance ID
        • Language and version:

• Priority (optional)
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    • Low
    • Normal
    • High
    • Urgent

• Severity / Business Impact (optional)
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    • Severity 1: System is down
    • Severity 2: Major functionality failure
    • Severity 3: Minor functionality failure
    • Severity 4: Other request

• Attachment (optional): Attachment can be
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    • Screenshots
    • Postman collection
    • Logs
    • scan file

3. Click "Submit"