Getting started with ForgeRock Support (Identity Cloud)

This book provides you with a single reference to all the information you will need to get started with ForgeRock Support if you are using the Identity Cloud, including using the knowledge base, understanding your environments, raising a ticket and sending data for troubleshooting. Additionally, information is also given on subscriptions, administering your account, using BackStage and downloading software.


Logging in to ForgeRock services

A BackStage account is required to log in and access ForgeRock services. This article describes how to create and register a user account with BackStage.

Why do I need a BackStage account?

A BackStage account is needed to log in and access the following services:

Creating a user account

When you register your account you will be asked to provide an email address. This field requires that you use your business email address and restricts the use of invalid email addresses and personal email domains such as (Gmail, Yahoo and Hotmail, for example). If you previously used a personal email to register on BackStage, you can change the email address associated with your existing user ID as described in the section below; this will allow us to easily associate your account.

If you already have a ForgeRock user ID, you can skip this step.

  • Go to the Create a New ForgeRock Account page.
  • Fill in your details, then click "Register". If the username or email address you chose already exist, you will need to change them and click "Register" again.

After successful registration you will be logged in and taken to the dashboard. You should receive a verification email within a few minutes.

Already registered and want to change the email address associated with your ForgeRock user ID?

A ForgeRock user ID is the same set of credentials you have if you have previously registered at https://download.forgerock.com, https://sso.forgerock.com or https://sso.forgerock.org. If you already have a ForgeRock user ID and would like to change the email address, you can use the Profile page to update your email; the new email address will need to be verified as detailed below.

Verifying your email address

To complete the registration process you will be asked to verify your email address by clicking on the link provided in the verification email.

Some services (such as system notifications and product support) use email for communication and the email address as a form of identification. Therefore, these features are only enabled once your email address has been verified. Verification happens when you click the link in the verification email sent to the address stored in your account. The link contains a non-reusable hash key which is used by BackStage to verify that the email address actually belongs to the user.

If you haven't verified your email address yet, you can do it as follows:

  • Go to the Profile page.
  • Click "Send me a verification token".
  • Check your inbox. You should receive an email within a few minutes.
  • Click the verification link in the email we sent you.
  • You will be taken to your account page. If the verification code was valid, your email address will become verified.

Verification emails 

Key things to be aware of:

  • The email verification expires after 1 year, at which point you will be notified in an email with a new verification link.
  • Despite our best efforts, verification emails are sometimes treated as spam by certain email clients. Make sure to check your Spam folder if you haven't received the verification email within a few minutes.
  • Each verification link can only be used once.

See Also

Administering Subscriptions

Getting access to product support

Getting started with ForgeRock Support (Identity Platform)


Contacting ForgeRock support

The purpose of this article is to provide information on contacting ForgeRock support. You can contact ForgeRock support by raising a ticket online (preferred) or by calling.

Contacting support

You can contact ForgeRock support as follows:

  • Raise a ticket online.
  • Call ForgeRock by phone.

Raise a ticket online

This is the preferred way of contacting ForgeRock support as we can track technical detail accurately and is covered in more detail in Best practice for raising an Identity Platform ticket with ForgeRock Support

Note

If you have a P1 (Urgent) issue such as a production system down, please raise a ticket first and then if required you can call one of the numbers below to escalate it, quoting the ticket number.

Call ForgeRock by phone

There is normally no need to call us because we will respond to your ticket as soon as possible. 

If you would like to discuss one of your tickets you may call us; however, you may find it more convenient to request a call back by adding a reply to your ticket. This way we can make sure your ticket owner or someone with the relevant experience is available at a mutually agreeable time.

Note

Our support desk is English-speaking but the numbers below are offered for your convenience. We are aware that there may not be a number in your country and may require an international call. If you would like us to consider adding a support desk number for your country please let us know.

Location Number Other information
Australia +61 283 105 075  
Australia +61 1800 870 507 Toll free
Germany +49 8938 034226  
Hong Kong +852 5808 9485  
France +33 1 86 26 71 64  
France +33 8 05 08 06 92 Toll free
New Zealand +64 9 887 4496  
New Zealand +64 800 005 631 Toll free
Norway +47 21 03 06 71  
Republic of Ireland +353 1 485 3539  
Singapore +65 3158 8601  
United Kingdom +44 800 012 4104 Toll free
United States +1 888 732 9630 Toll free
United States +1 503 388 5975  

Our support desk will create a new ticket or update your current ticket, where relevant, and a manager or support engineer (as appropriate) will contact you about your issue.

See Also

Getting started with ForgeRock Support (Identity Platform)


Administering Subscriptions

This article provides the steps needed to access and administer your subscription service. It is the subscription administrator's responsibility to provide access to end users; support tickets can only be raised by those users who are members of your organization's subscription. Administrators can manage the members of their organization in BackStage.

Registering

The first step is to create a user account and verify your email address as detailed in Logging in to ForgeRock services.

  • If you already have a BackStage account there is no need to re-register, you can just sign in using your username and password.
  • If your email address is unverified, you need to verify it before accessing the support system. If you haven't received your verification email, it may be in the Spam folder of your email account or you can resend a verification email as detailed in Logging in to ForgeRock services.

Admin access

To access support services customers are required to first assign an Admin who can then grant privileges to other users in their organization. 

Adding the first Administrator:

Once registered, users can add themselves as administrators by requesting assistance on the subscription page.

  1. Go to the Subscriptions page and click "Ask for help".
  2. Request assistance, ensuring you Include your 16 digit support key in your message; this is included in the Welcome email that was sent to your organization.

Administrative privileges

Administrators of an organization have the following privileges:

  • Add existing BackStage users to the subscription
  • Invite unregistered users
  • Remove users from the subscription
  • Promote subscription users to administrators
  • Demote subscription administrators to end users
  • Request access to Resources on behalf of the subscription

Administrators cannot change their own status in the subscription.

Administrative tasks

  • Accessing the Subscriptions page
  • Accessing the Manage Subscription page
    • Access the Subscriptions page.
    • Click the Details button on the subscription account you would like to manage:
      • The Support Key associated with the subscription is managed internally and you do not need to know it to use BackStage.
      • The Members tab shows all the members of your subscription, indicating their status and if they are administrators or regular users.
      • The Details tab shows general information about the subscription such as product coverage and support response times.
      • The Resources tab shows any resources you can access or request access to.
      • The Service Credentials tab shows any access keys you have. These keys allow you to access ForgeRock services, such as Push Authentication.
      • The Cloud Storage tab allows you to upload files and manage any files you've already uploaded.
  • Adding a user to the subscription
    • Access the Subscriptions page.
    • Click the Details button on the subscription account to which you would like to add the user.
    • Click "Add/invite member".
    • Enter the email address of the user you want to add and click "Add". BackStage checks whether this email address belongs to an already registered user:
      • If the user exists, they are added to the subscription.
      • If the user doesn't exist, you can choose to send them an invitation email. The invitation email will contain a link to the registration page with a one time password that adds the user to the subscription immediately upon successful registration.
  • ​Changing a user's status
    • Access the Subscriptions page.
    • Click the Details button on the subscription account you would like to manage:
      • The icons in the toolbar for each user let you turn someone into an admin or regular user, and remove them from the subscription. If you remove a user from a subscription, any tickets they had are reassigned to the admin who removed them. You cannot assign the tickets to a different user.
      • All subscription admins as well as the affected user will receive a notification each time you make change.
  • Accessing support tickets

See Also

Best practice for raising an Identity Platform ticket with ForgeRock Support

Getting access to product support

Getting started with ForgeRock Support (Identity Platform)


Getting access to product support

Access to product support is only granted to valid members of a subscription account. This article provides instructions on how subscription customers can join and add members to their subscription services.

Subscription based services

  • If your company (organization) has a subscription agreement with ForgeRock, you are entitled to use subscription based services.
  • Each customer organization has one or more subscriptions that uniquely identify their subscription agreement(s).
  • Each subscription must have valid members that are regular users or administrators.
  • Administrators of an organization have the privilege to add or invite new members to the subscription.

Process

The following steps are needed to join a subscription account and access product support:

  1. Join a subscription
  2. Access product support
Note

If the email address associated with your user ID is unverified, you will need to verify it before accessing the support system. If you haven't received your verification email, it may be in the Spam folder of your email account or you can resend a verification email as detailed in Logging in to ForgeRock services.

Join a subscription

You can request to join a subscription as detailed below, or you can simply contact one of the administrators in your organization and ask them to grant you access. See Administering Subscriptions to learn more about administrative roles and tasks.

To request to join a subscription:

  1. Go to the Subscriptions page and click "Join a subscription".
  2. Enter your 16 digit Support Key and click "Join".
    • This will send a notification to all the admins of the subscription, who can then choose to add you as a member.
    • If there are no administrators assigned to your organization, Backstage Support will receive a notification and assist with your request.

Once you have been granted access, you will have to refresh the page in your browser for the change to take effect.

Note

If you encounter any issues, please go to the Subscriptions page and click "Ask for help" or email backstagehelp@forgerock.com.

Access product support

You can now access the support system:

  1. Go to the Support Tickets page.

If you have trouble logging in, please contact us at backstagehelp@forgerock.com

See Also

Administering Subscriptions

Best practice for raising an Identity Platform ticket with ForgeRock Support


Getting help for ForgeRock products

The purpose of this article is to provide information on getting help for ForgeRock products. Help is available from BackStage; this includes sources such as the Knowledge Base, Product Documentation, University and Deployment Support Services.

Getting help

ForgeRock offers the Identity Cloud (our comprehensive, fully customizable and extensible identity platform as a service) and the Identity Platform (which supports DevOps-friendly technologies, whether you deploy on-premises or in a multi-cloud environment).

BackStage is our customer support portal that provides one stop access to ForgeRock services, such as:

  • Administrative interface for raising support tickets, issue tracking and managing users.
  • Product Documentation.
  • Support Knowledge Base.
  • University.
  • Download Center.
Note

You can find further information on Support Services from our website, which includes links for contacting sales with your requirements.

Product Documentation

Documentation for these products can be found here:

Knowledge Base

The support Knowledge Base is available on BackStage.

University

Enroll in the School of ForgeRock! 

Training courses are available for all products; you can find details of upcoming courses on BackStage and enroll for courses. You can also request training by emailing training@forgerock.com.

Deployment Support Services

Deployment Support Services offer a suite of services designed to help you get the most out of your products; these services are focused around the three major project lifecycle areas of design, build and production. 

You can contact your Sales Representative for more information or look on our website.

See Also

Contacting ForgeRock support


Using the ForgeRock Knowledge Base

The purpose of this article is to provide information on using the ForgeRock Knowledge Base. The ForgeRock Knowledge Base is designed to help you use ForgeRock products more effectively.

Overview

This article covers the following topics:

Finding articles

You can find articles in a number of different ways, combining approaches to refine your results and easily find relevant articles:

Navigate articles

The knowledge base homepage allows you to navigate articles by product, security advisories or support topics. Click the one you are interested in to display relevant articles. Each page has a navigation bar at the top, which provides links to collections of articles and books. You can easily navigate to these collections by clicking the relevant link:

Search

There is a search field at the top of each page within the knowledge base, which allows you to search all articles. You can search by entering one or more keywords in the Search field and clicking Search (or pressing RETURN). The search is case-insensitive. You can search for exact matches by enclosing your search terms in " ", for example, search on "URLDecoder: Illegal hex characters in escape (%) pattern" to find all articles related to this error:

Alternatively, you can search by the KB ID; each article has an 8-digit unique KB identifier prefixed with a and you can search for a specific article by entering this ID if known. For example, searching for a41793700 will return the How do I collect all the data required for troubleshooting AM and Agents (All versions)? article. Similarly, books have an 8-digit unique KB identifier prefixed with b.

Filter results

Once the search results are displayed on the Browse page, you can filter the results using Article Type and Categories. Articles are categorized by product, with sub-categories relevant to the product selected (including product versions for the Identity Platform). Each category shows the number of related articles. Parent categories show the combined total for the parent category and all sub-categories by default. You can choose to only show articles related to the parent category by deselecting the Include articles from subcategories option. The number will update to show the total for the parent categories only. 

The Article Types and Categories filters work together. For example, you can enter search criteria (rest api), select an Article Type (Solutions) and select a product version from Categories (ForgeRock Identity Platform > Access ManagementAM 7.x) to only display Solution type articles for REST issues in Access Management 7.x:

You can select one or more categories to only show articles related to your selection. If you select two or more categories, only articles related to all selected categories are shown, which may produce no results. You can deselect individual categories by clicking on them again.

Note

At the bottom of each article, the categories related to that article are shown. You can click any of these categories to show all articles corresponding to that category as an easy way of finding other articles that may be of interest.

Global searches

In addition to quick searches and searching by categories and collections, there are Global search options available if you prefer to search across BackStage or multiple KB libraries: 

  • Global Search - searches everything on BackStage by default. You can refine the results returned by deselecting one or more of the following types and clicking Search:
    • articles (from all Knowledge libraries)
    • books (from all Knowledge libraries)
    • docs
    • issues (all JIRA issues)
    • downloads
  • Knowledge Base search - searches within all Knowledge Base libraries. You can refine your search by selecting a specific library first.

Article types

The following article types are included in the Knowledge Base:

Article type Description
Solutions

These articles describe a problem and provide one or more solutions for you to resolve it. Each Solutions article has the following standard sections to easily guide you through the process of matching the issue through to the resolution: 

  • Symptoms - this section gives information on the symptoms you are likely to be experiencing, including log snippets and error messages.
  • Recent Changes - this section gives information on any recent changes that are contributory to the problem being experienced.
  • Causes - this section gives information on the cause of the problem.
  • Solution - this section gives information on how to resolve the problem.
How To These articles provide a set of step-by-step instructions that walk you through how to configure specific features and functionality. 
FAQ These articles provide a collection of frequently asked questions and answers that relate to the same topic.
Best Practice These articles provide ForgeRock recommended best practice techniques and configurations with proven reliability for achieving desired results. 
SDK These articles apply to the ForgeRock SDKs.
White Paper These articles provide more in depth information on a given subject and are often longer than How Tos / more conceptual.
Security Advisory These articles detail security vulnerabilities that have been discovered and fixed in patches for ForgeRock products
General These articles provide information on ForgeRock support and BackStage. There are some product type informational articles such as EOSL dates. 

Links to related documents, training and issue tracker IDs are also given to assist you further. 

Caution

All links to product documentation take you to the most recent released versions unless an article is specific to an older version; if you are not using the latest version of the product, you should exercise caution and refer to the product documentation relevant to the version you are using. You can use the links at the bottom of the product documents to navigate to different versions of the section or chapter you are reading.

Article labels

Articles have labels in the top-right hand corner to quickly indicate if they apply to the Identity Cloud, Identity Platform, both or they are archived.

Identity Cloud articles

Identity Platform articles

Articles for both Identity Cloud and Identity Platform

Archived articles

Product versions (Identity Platform)

All KB articles relevant to products in the Identity Platform specify which version(s) they apply to as follows:

  • (All versions) in the title signifies all supported versions of that product. You should check Checking your product versions are supported to verify your product version is still supported.
  • Products in the ForgeRock Identity Platform are referred to using an abbreviation, for example, AM, DS, IDM and IG. Therefore, an article applying to AM (All versions) means it applies to AM 5.x, AM 6.x and AM 7.x.

Articles that solely apply to fully EOSL products, for example OpenAM 13 or OpenIDM 4 are archived (they will not be updated) but remain in the KB for reference. They include an Archive statement at the top signifying this: This article has been archived and is no longer maintained by ForgeRock.

Finally, if you want to double-check what versions an article applies to, you can check the product version Categories associated with the article. These are shown at the bottom of the article, for example:

Article ratings and feedback

Articles that have been rated show how many readers recommend it at the top of the article.

You can rate an article to indicate its helpfulness by clicking the thumbs up or thumbs down button in the Was this article helpful? section (end of the article). You can rate each revision of an article only once. If you feel an article was not helpful or want to give any feedback on it, please use the Send feedback link to give us the opportunity to improve it.

Notifications

You can subscribe to email notifications for different collections of articles and/or books. Each collection that permits notifications has a Subscribe button, for example:

Click the Subscribe button to be notified via email when relevant articles or books are published.

You can unsubscribe at any time by re-clicking this button (the label changes to Unsubscribe) or using the unsubscribe link in the email. 

See Also

Copyright and Trademarks

Getting started with ForgeRock Support (Identity Cloud)

Getting started with ForgeRock Support (Identity Platform)


Understanding Identity Cloud environments and promotion process

The purpose of this article is to explain what environments are available in Identity Cloud and how you should use them. It also provides information about the promotion process.

Overview

Identity Cloud comes with three separate environments, where each has a different purpose:

Using multiple environments ensures any changes you make are fully tested before they are made available to end-users. 

ForgeRock promotes configuration from Development to Staging or Staging to Production. You cannot promote configuration straight from Development to Production. See Understanding the promotion process for further information.

Development

The Development environment is the place where you can develop and test out potentially breaking changes without impacting other environments or users. Once these changes have been fully tested and any bugs fixed, you can request these changes are promoted to your Staging environment. 

You should note the following:

  • It is a mutable environment. This means you can customize it and build new authentication experiences, all through a cloud-based UI and API.
  • It is not scaled for high availability or performance, and should not be used for any performance or load testing.

Staging

The Staging environment is intended for testing applications with realistic settings and data. It should mirror your Production environment as closely as possible.

Once your changes have been promoted to Staging, you should test them thoroughly to ensure they work as expected in a realistic environment and also to performance/load test your changes to ensure they do not impact performance. Once you have completed your testing, you can request these changes are promoted to your Production environment. 

You should note the following:

  • It is an immutable environment.
  • It is scaled for high availability and performance to match your Production environment to facilitate realistic testing.

Production

The Production environment contains all your live data, and is intended for real applications and end-users. No development or testing should take place in this environment.

You should note the following:

  • It is an immutable environment.
  • It is scaled for high availability and performance.

Understanding the promotion process

When you want configuration promoted from one environment to another, you should raise a support ticket to request this. See Best practice for raising an Identity Cloud ticket with ForgeRock Support for further information on what you should include in your ticket. 

The high-level process for promotion is as follows:

  1. Request promotion from your Development environment to Staging via a support ticket.
  2. Confirm your Staging environment is working correctly after promotion. It is important you test your Staging environment thoroughly to ensure it is working as expected before proceeding.
  3. Request promotion from your Staging environment to Production via a support ticket.

Please be aware of the following important points:

  • All static configuration in an environment is promoted. This means you cannot pick and choose what items are promoted, or only promote one realm but not the other. See ForgeRock Identity Cloud Docs › How do we determine what is static and dynamic configuration? for further information on static configuration.
  • All promotions are done within normal business hours in the GMT timezone.
  • All promotions are done by the end of the next working day.
  • When we promote configuration from your Development environment to Staging, we lock the configuration to prevent any changes during the promotion period. This ensures the environments stay in sync.
  • Automated backups are taken regularly and all configuration is stored in Git with the history preserved.

See ForgeRock Identity Cloud Docs › Promote Configuration Changes for further information.

See Also

ForgeRock Identity Cloud Docs › Promote Configuration Changes


Best practice for raising an Identity Cloud ticket with ForgeRock Support

The purpose of this article is to help us solve your issue as soon as possible if you are raising a ticket for Identity Cloud. We are here to help and opening a Support Ticket is the best way to connect with our ForgeRock experts! Adhering to these guidelines will help reduce time to resolution.

Overview

Note

Please refer to Best practice for raising an Identity Platform ticket with ForgeRock Support for guidance if you are raising a ticket for the Identity Platform (AM, DS, IDM or IG).

Raising a ticket

Tickets can be raised whenever you need our assistance; here are some examples of when it is appropriate to open a ticket:

  • Identity Cloud service is down or performance is degraded.
  • Config Requests such as :
    • You want to promote configuration changes.
    • You want to deploy secrets and/or environment-specific configuration to your environments.
    • You want to restore from backup.
  • Suspected problem or incident with the ForgeRock Identity Cloud.
  • Requests for assistance (please look at the documentation and Knowledge Base first).

You can raise a ticket using BackStage. This link shows all currently open support tickets and allows you to raise a new one by clicking New Ticket.

What information should I provide? 

When raising a Support ticket, you should provide sufficient details from the start to allow us to work on your ticket effectively. This should include clear details of the request, the domain name(s) of the instances your ticket relates to (for example, openam-acme-inc-dev.id.forgerock.io), and if it relates to a suspected problem or incident, you should provide a detailed problem statement with the following details: your use case, reproducible steps, any changes made prior to the issue occurring, any error messages, HAR files etc. See What should I include in my Support Ticket? for further guidance. Lack of information from the outset could delay resolution.

Issue tracking

For issue tracking purposes, please submit a separate support ticket for each request or issue. This also allows us to better focus on the new issue and not mix vital information, which can delay time to resolution.

Can my team see all the ticket updates? 

Yes. You can cc individual users on a support ticket as needed. Navigate to: Tickets, select the required ticket and add any users who should receive updates to the CCs field.

If you would like individuals or your entire team included on all ticket updates, please let us know through a support ticket so we can set up permissions correctly to allow your team members to view and comment on all tickets.

What can I do if I am having issues accessing BackStage?

If you are having any issues using the system or have any queries about your subscription, you can email: backstagehelp@forgerock.com

A ticket or a call?

The ticket is the single best point of reference

The most efficient model of supporting you and resolving an issue is through our ticketing system on BackStage. This is because through a ticket we can:

  • Analyze technical details accurately and have them available for reference during the ticket.
  • Get several technical resources to review the details, including our support, engineering and management teams.
  • Attempt to reproduce your issue in our test environments.
  • Follow a logical path of troubleshooting.
  • Keep a record of the actions taken, for accountability and auditing purposes.
  • Progress multiple issues asynchronously.
  • If required, hand over urgent issues to the next timezone.

Phone calls and web conferences are generally not optimal, especially in the early stages of troubleshooting and diagnosis. However, they can be useful in some circumstances. 

What if a call is needed?

In the event that a call is needed, we will set up a time-limited web conference and send you the link. If it is not urgent, we will schedule this for the following day or later in the week (as appropriate).

  • We will agree an agenda at the start of the call (or in the ticket prior to the meeting if there is time) and determine next steps at the end of the call.
  • It should be determined before the call who the most relevant person(s) from your organization and ForgeRock are to join the meeting to help with a successful resolution. Uncontrolled calls with large audiences are not productive.
  • We will attempt to determine the full extent of the issue and offer a workaround if this is possible.
  • The support engineer will not necessarily make changes to your systems. We operate a hands-off approach wherever possible to allow you to make changes once you have deemed them appropriate. We will only make changes if the required change is outside your control.
  • Notes will be made about the content of the call and documented in the appropriate support ticket.
Note

You may be asked to show us that the issue is not related to third-party applications and that it is an Identity Cloud issue.

What should you do prior to a call?

Ticket priorities

There are four priorities for tickets in this system:

  1. Urgent (P1) - there is an issue in your Production environment affecting all or most end users. No workaround is available. This priority cannot be used for issues in your Staging or Development environments.
  2. High (P2) - there is a major feature or function that is not working correctly in your Production environment, which is blocking full use of the system, but other features are operational. Or there is a major feature or function that is not working correctly in your Staging or Development environments that could delay promotion.
  3. Normal (P3) - there is a minor issue or non-production issue impacting usability or administration of the system, but a workaround is available and major functionality is working correctly
  4. Low (P4) - there is intermittent or unexpected behavior observed which suggests a possible problem or a request for enhancement (RFE). Low or no user impact.

These priorities should be used with prudence and only be selected if they meet your situation. Our aim is to always respond and progress your requests in a timely manner.

Caution

We treat Urgent issues very seriously; we will expect that you have carried out all reasonable testing and that you have good reason to suspect the Identity Cloud is the cause of your issue. 

Why did you change the priority of my ticket? 

When you raise an Urgent ticket and the Production environment operation is restored, we will normally change it to High. We recognize that even after the service is back to normal there will be some focus on finding the root cause to regain confidence that the same thing will not happen again.

There are a few situations where we might downgrade a ticket without asking, for instance, questions that have been raised with a High or Urgent priority but where it is clear from the context that the wrong priority has been selected.

Multiple Tickets

If you have multiple tickets open simultaneously, please help us to prioritize them for you by using the appropriate level for all your tickets. Using High or Urgent for all tickets will dilute the focus on which tickets require the highest attention. Our primary focus will be to help you get the environment back up and running; root cause analysis will then follow. For issues outside the scope of Support, we may refer you to Deployment Support Services, or we can introduce you to one of our local partners.

Can I request to change the priority of a ticket? 

Yes. You can submit a change request by clicking on the 'Change Priority' button, located in the Comments section of the ticket form.

What should I include in my Support Ticket?

Your support ticket should include enough information for us to understand what you are requesting and be able to help you effectively.

  • Ticket Subject: Ensure the Ticket subject contains a clear request or problem statement.

For example, "Can't access Identity Cloud" isn't a particularly useful problem statement, whereas "Can't access Dev or Staging environments - get a 'Sorry that isn't right. Try again' error when we access the login page" is much more descriptive and gives us immediate context and scale of the problem.

Promote configuration type tickets

If you want to promote configuration between environments, you should provide us with the following details:

  • What environment do you want to promote changes from/to?
  • Are there any timeframes that we should avoid when doing the promotion? Bear in mind that promotions are done within normal business hours in the GMT timezone.
  • The domain name(s) of the instances your ticket relates to (for example, openam-acme-inc-dev.id.forgerock.io).

If you want to deploy any secret or non-secret values that vary between environments, you should provide these to us in a separate ticket.

Deploy secrets and/or environment-specific configuration type tickets

If you want to deploy any environment-specific configuration, you should include the following details in your ticket: 

  • Any non-secret configuration values that vary between environments, including, but not limited to:
    • URLs for external systems.
    • Domain names if you use custom domain names.

You should provide the Staging and Production values at the same time to ensure we have all values ready for when you want to promote the configuration to Production. 

  • Whether you have any secret configuration values that vary between environments - do not provide unencrypted secret values in the ticket. If you do have secret values that vary between environments, we can provide you with instructions for encrypting them before sending them to us.
  • The domain name(s) of the instances your ticket relates to (for example, openam-acme-inc-dev.id.forgerock.io).

See How do I reference an environment-specific secret or non-secret value from a script in the Identity Cloud? for additional details if you want to reference environment-specifc values in a script.

Suspected problem or incident type tickets

For suspected problems or incidents, you should include the following details where possible to ensure we fully understand your issue and can start troubleshooting immediately:

  • Detailed problem description with steps to reproduce the issue. If the issue is with a downloadable component, you should let us know which component and version.
    • Include any error messages that are appearing in the browser or logs.
    • Include a HAR file which details the web browser's interaction with Identity Cloud and provides the transaction IDs (x-forgerock-transactionid headers) as this will allow us to trace the issue through the logs. You can create a HAR file as detailed in How do I create a HAR file for troubleshooting Identity Cloud?
      • If for some reason you cannot create a HAR file (for example, the requests are made by an app or proxy), it would be useful if you can provide the HTTP responses at least as these should also include the transaction IDs.
    • Explain in as much detail as possible what you were doing at the time of receiving the errors, include any URLs relevant to the issue.
  • What environment are you seeing issues in? Development, Staging or Production?
  • The domain name(s) of the instances your ticket relates to (for example, openam-acme-inc-dev.id.forgerock.io).
  • Please provide details of the use case. What are you trying to achieve, what are the expected results?
  • What led you to try this approach? (Provide links to any documentation or KB articles you followed).
  • Date and time at which the issue was first seen?
  • Has this worked in the past?
    • If yes, what has recently changed prior to the issue being seen? (For example, configuration changes, adding/deleting applications, increased user load, new SP or IdP etc.)
  • How frequently is the issue seen? (Is the issue seen during specific times or is it intermittent?)
  • Can you reproduce the issue at will?
    • If yes, please provide the exact timestamp(s)and corresponding transaction ID(s) of when the issue was reproduced so we can correlate this with the logs.
    • Provide reproducible steps.
  • What troubleshooting steps and debugging have already been tried?
  • Assign an appropriate priority to the ticket. See Ticket priorities for further details.
Note

You can attach log files to tickets in the BackStage support portal. See Sending troubleshooting data to ForgeRock Support for analysis for further information.

Reopening a ticket in Solved or Closed status

When tickets are resolved they are set to a status of solved. After they have maintained their solved status for 2 weeks they are automatically moved to closed.

  • Solved tickets can be reopened and updated. Tickets marked as solved can be reset to an open status by either responding in the ticket on BackStage or replying to an email notification that was sent from the solved ticket that you want to reopen.
  • Closed tickets cannot be altered or reopened. However, you can create a follow-up request by email. This creates a new ticket that references the closed request and includes a link back to the original ticket history where support can review previous comments. Alternatively you can open a new ticket via BackStage.
  • Follow up tickets can be created by replying to an email notification that was sent from the closed ticket that you want to create a follow-up for.

See Also

How do I create a HAR file for troubleshooting Identity Cloud?

Getting started with ForgeRock Support (Identity Cloud)


Sending troubleshooting data to ForgeRock Support for analysis

The purpose of this article is to provide information on sending troubleshooting and diagnostic data that ForgeRock Support has requested for analysis using ticket attachments.

Sending data for analysis

You can attach troubleshooting and diagnostic data to tickets in BackStage. When using BackStage to access tickets, there are no limits to the attachment size; this is the recommended method of sending us troubleshooting and diagnostic data.

Please make sure you only attach files that are not operating system or software specific. For example, use file types such as .txt, .pdf, .png, .gif or .jpeg.

See Uploading Files for further information on uploading files to BackStage.

See Also

Identity Cloud 

Access Management

Directory Services

Identity Management

Identity Gateway


Downloading ForgeRock products and components

This article describes how to download ForgeRock products and components from BackStage.

Registering

The first step is to create a user account and verify your email address as detailed in Logging in to ForgeRock services.

  • If you already have a BackStage account there is no need to re-register, you can just sign in using your user name and password.
  • If your email address is unverified, you need to verify it before downloading any products. If you haven't received your verification email, it may be in the Spam folder of your email account or you can resend a verification email as detailed in Logging in to ForgeRock services.

Downloading products and components

You are required to accept the ForgeRock Software License Agreement before downloading products and components from our website. Please make sure that you have read and understood the contents of the Agreement before accepting it.

You can download products​ as follows:

  1. Go to the Download Center.
  2. Navigate to the product/component and version you are interested in, and click the distribution format you want to download (.war, .zip etc.).
  3. Review the ForgeRock Software License Agreement.
  4. Click Download.

See Also

Using Checksums

Getting started with ForgeRock Support


Using Checksums

This article describes how to validate a file's integrity using a checksum.

What is a Checksum?

The checksum is hash of some data (that is, the contents of a file). Whenever you download something from BackStage, you should verify if the file is identical to the one we put on our servers.

We use the SHA256 hashing algorithm to generate checksums for files hosted by us.

You should generate the SHA256 hash of the file you downloaded or uploaded and compare it to the checksum we provided. If the two checksums are different, it means that the file is damaged. Please contact us at backstagehelp@forgerock.com to report such issues.

Verify a file's integrity based on the checksum

  1. Download the file from the Download Center.
  2. Make a note of the checksum displayed on the Download dialog.
  3. Generate the SHA-256 hash of the file you downloaded using the utility applicable to your operating system; here are some examples for common operating systems:
    • On Linux®, you can use the sha256sum utility to generate the checksum, for example: $ sha256sum AM-6.5.2.war 702b8e962e0cfb9dbd987e51d4c893a061fb1d93cb0af8e1f7a78e500f31fd1d AM-6.5.2.war
    • On Mac® OS, you can use the shasum utility to generate the checksum, for example: $ shasum -a 256 AM-6.5.2.war 702b8e962e0cfb9dbd987e51d4c893a061fb1d93cb0af8e1f7a78e500f31fd1d AM-6.5.2.war
    • On Microsoft® Windows®, you can use PowerShell, for example: C:\> Get-FileHash C:\Users\jdoe\Downloads\AM-6.5.2.war Algorithm Hash Path --------- ---- ---- SHA256 702B8E962E0CFB9DBD987E51D4C893A061FB1D93CB0AF8E1F7A78E500F31FD1D C:\Users\jdoe\Downloads\AM-6.5.2.war
  4. Compare the provided and the generated checksums:
    • If they are identical, the file is safe to use.
    • If they are different, contact ForgeRock and do not use the file.

See Also

Downloading ForgeRock software


Copyright and TrademarksCopyright © 2021 ForgeRock, all rights reserved.

This content has been optimized for printing.

Loading...