Getting started with ForgeRock Support (Identity Platform)

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 Platform, including checking you are supported, using the knowledge base, 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 the following articles:

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 Cloud)

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 Cloud ticket with ForgeRock Support

Best practice for raising an Identity Platform ticket with ForgeRock Support

Getting access to product support

Getting started with ForgeRock Support (Identity Cloud)

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)


Getting started with ForgeRock Support

The purpose of this article is to provide links to articles in the Knowledge Base that cover different aspects of ForgeRock Support and BackStage in a single reference to help you to quickly get started with ForgeRock Support, including checking you are supported, using the knowledge base, raising a ticket and sending data for troubleshooting. Additionally, information is also given on subscriptions, administering your account, using BackStage and downloading software.

Getting started with ForgeRock Support

Here are some articles you should read to get you started with ForgeRock Support:

Article Description
Logging in to ForgeRock services This article describes how to authenticate to ForgeRock services with your BackStage account. A BackStage account is needed for various ForgeRock services such as product support and downloads.
Getting access to product support This article describes how customers can gain access to subscription content, including accessing your subscription and verifying your business email address in order that you can access subscription content.
Administering Subscriptions This article describes how subscription administrators can manage the members of their organization in BackStage. It is the subscription administrator's responsibility to administer subscriptions and provide access to relevant users; support tickets can only be raised by those users who have been added to the subscription.
Contacting ForgeRock support This article provides information on contacting ForgeRock support by raising a ticket online (preferred) or by telephone. 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 our worldwide support telephone numbers listed in the article to escalate. Before you call, please have your ticket number ready. 
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.
Best practice for raising an Identity Cloud ticket with ForgeRock Support The purpose of this article is to provide information on raising a ticket with ForgeRock Support for Identity Cloud. Support tickets are the primary way we help you resolve your problems with the Identity Cloud.
Best practice for raising an Identity Platform ticket with ForgeRock Support The purpose of this article is to provide information on raising a ticket with ForgeRock Support for Identity Platform. Support tickets are the primary way we help you resolve your problems with ForgeRock software.
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.
Checking your product versions are supported The purpose of this article is to provide EOSL dates for the different versions of ForgeRock products in the Identity Platform so you can check that the version you are on is still supported.

Subscriptions

Here are some articles you should read for information on subscriptions:

Article Description
Purchasing a Subscription This article describes how to get a subscription from ForgeRock. A subscription is needed to access support for a product.
Administering Subscriptions This article describes how subscription administrators can manage the members of their organization in BackStage. It is the subscription administrator's responsibility to administer subscriptions and provide access to relevant users; support tickets can only be raised by those users who have been added to the subscription.
FAQ: Subscriptions The purpose of this FAQ is to provide answers to commonly asked questions regarding subscriptions in BackStage.
ForgeRock End of Service Life (EOSL) policy The purpose of this article is to provide EOSL Policy details and definitions to users of ForgeRock products in the Identity Platform.

ForgeRock software and services

Here are some articles you should read for information on ForgeRock software and services:

Article Description
Logging in to ForgeRock services This article describes how to authenticate to ForgeRock services with your BackStage account. A BackStage account is needed for various ForgeRock services such as product support and downloads.
Downloading ForgeRock products and components This article describes how to download ForgeRock products and components from BackStage.
Using Checksums This article describes how to validate a file's integrity using a checksum, which is useful when downloading things from BackStage.
Understanding source code access for ForgeRock products The purpose of this article is to provide information on the source code that is available for the ForgeRock Identity Platform (Access Management and Identity Management) and how to get access.
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.
ForgeRock Glossary The purpose of this article is to provide definitions for terms used by ForgeRock.

See Also

Getting started with ForgeRock Support (Identity Cloud)

Getting started with ForgeRock Support (Identity Platform)

Copyright and Trademarks


What you need to know before deploying ForgeRock products

The purpose of this article is to provide advice on the things you need to know before deploying ForgeRock products (AM, DS, IDM and IG) to ensure you are adequately prepared and knowledgeable.

Deploying ForgeRock products

You should ensure you are prepared before deploying ForgeRock products to ensure a successful deployment and ongoing use of the products.

Here are some key things you should incorporate into your deployment plans, which are covered in more detail below: 

Read relevant documentation and KB articles

You should pay close attention to the following documents in particular:

  • Release notes applicable to the version you are planning to upgrade to, or install. You should read through all sections in the release notes to:
    • Ensure your environment meets all the minimum requirements, such as Java®, Operating systems, Web application containers, databases etc.
    • Understand all the new features and improvements, as well as all the changes that have occurred between the version you are currently using and the version you are upgrading to (this may mean reading multiple sets of release notes). 
    • Understand and plan migration to new features where functionality is deprecated or removed.
  • Install and/or Upgrade guides applicable to the version you are planning to upgrade to, or install. This step is very important even if you have used a product before as the install/upgrade instructions may have changed.
  • KB articles on upgrading or installing. AM includes a Best practice article on upgrading to specific versions.

Useful links

Attend training

Training is essential to help you get the most from a product and is equally important if you are new to the product or upgrading to a new major release. 

See ForgeRock University for details of all the training course that are available.

Create pre-production environments

Creating pre-production environments that mirror production (in terms of environment and load) is essential for development and testing purposes to ensure any new deployments or configuration changes work as intended without any unexpected consequences.

The key benefits of this approach are:

  • You can test any deployments or configuration changes in pre-production environments first. This means:
    • You do not affect live users if something goes wrong with a planned change.
    • You can debug more easily as you do not have performance considerations when increasing the debug logging mode.
    • You can restart servers if needed without scheduling downtime.
  • You can easily reproduce issues experienced in production environments if you know the base systems are the same.
  • You can test environmental changes (such as upgrading Java or Apache Tomcat™) to ensure compatibility.
  • You can test increased load to ensure your system is appropriately tuned to handle it.

Monitor

You should monitor your systems constantly so you know what is normal and can react quickly to changes.

Useful links

See Also

What operating systems are ForgeRock products supported on?

Where can I find useful logs for troubleshooting ForgeRock products?

Troubleshooting AM and Agents

Troubleshooting DS

Troubleshooting IDM

Troubleshooting IG

Platform Setup Guide

Related Training

ForgeRock Access Management Core Concepts (AM-400)

ForgeRock Directory Services Core Concepts (DS-400)

ForgeRock Identity Management Core Concepts (IDM-400)

ForgeRock Identity Gateway Core Concepts (IG-400)

Related Issue Tracker IDs

N/A


ForgeRock Production Event Guidance/Checklist

The purpose of this article is to provide general best practices on how to plan and prepare for major events with ForgeRock support. Examples of a major event would be; going live with a ForgeRock product, production upgrades, major releases, etc.

Overview

Before getting started, the following articles should be reviewed prior to opening a ticket with Support:

Supplemental articles:

Production planning guidance

As with any major event or change within your environment, adequate planning and testing are highly recommended to prepare for and understand the impact of the change(s). It is also important that your team has a rollback plan should the change need to be reverted.

Raising awareness of an upcoming major event helps plan and capture important details surrounding the event, allowing all parties to be better positioned for success. Ideally, advanced notices should be at least one - two weeks before the anticipated event date. If two weeks advance notice is not possible, please submit a P2 support ticket with subject: “Production Notification” to help expedite your notification.

Should the date be rescheduled or canceled altogether, an internal notification can be easily updated.

Note

Any technical issue that needs to be raised before, during, or after the event should be done through a Support ticket.

Preparing for your production event

To help ForgeRock gather important details about the event, please review and answer the following questions: (please copy/paste the checklist into the ticket form and add your responses when submitting a ticket to notify us of an upcoming event).

1. Provide a description of the event. (e.g., Go-Live, Upgrade, Fresh Install, Patching, Architecture Change)

  

2. What are the activity start and end date/time for the event? (provide timezone)

  

3. What are the ForgeRock products and versions involved (if upgrading - to what version)?

  

4. Are there any existing patches for ForgeRock products currently installed (provide Patch IDs)?

  

5. Please provide an Architecture diagram and high-level use cases.

  

6. What is the number/percentage of the customer/client population that may/will be impacted?

  

7. Has testing been completed in lower environments in preparation for the event, and are there any known concerns from testing?

  

8. Are there any current open tickets that are blockers for this event?

  

9. Do you have an established rollback plan? If so, please provide.

  

10. Who are the key contacts for the event? Technical, Management?

  

11. For any other important details, please share.

  

After obtaining the information above, ForgeRock may have follow up questions to ensure clarity and preparation for the event.

Note

Please ensure to update the ticket if there are any changes in the plans or if you would like to share any updates on progress during the event. If an issue occurs during the production event, you should raise a new support ticket, which will have the appropriate SLAs attached.

See Also

Platform compatibility

Checking your product versions are supported

Related Training

N/A

Related Issue Tracker IDs

N/A


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

Checking your product versions are supported

ForgeRock supports customers using the versions and platforms specified in the product Release Notes and End of Service Life policy, our End of Service Life (EOSL) policy and currently supported version are listed in the KB articles listed below:

Support can only be offered on versions of the products that remain within the contracted EOSL dates.

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 (but not limited to):

  • Suspected bugs or problems with ForgeRock software.
  • Requests for assistance (please look at the documentation and Knowledge Base first wherever possible).

You can raise a ticket using BackStage our Customer Support Portal that provides one stop access to ForgeRock services. 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 submitting a Support ticket, you should provide a detailed use case and problem statement with the following: Name and version of the product, platforms, reproducible steps, changes made to the system or environment prior to the issue, exact error messages, logs etc. See What should I include in my Support Ticket for further guidance. This will allow us to properly identify and diagnose your technical issue and speed up response and resolution of the ticket. Lack of this information could cause delay in solving your issue.

Issue tracking

For issue tracking purposes please submit a separate support ticket for each incident. 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 detail accurately that is only possible to see when written down, for example, configuration files or architecture diagrams.
  • Take uploaded logs and examine these against the product codebase.
  • 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/sustaining engineer will not make changes to your systems. We operate a hands-off approach, allowing for you to make changes once you have deemed them appropriate.
  • 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 problem is not related to your environment/infrastructure and that it is a ForgeRock product issue.

What should you do prior to a call?

  • You should make a full backup of your system.
  • You should provide all the troubleshooting information pertinent to the case, that is, problem description, debug logs, infrastructure details, context of the issue etc. See What should I include in my Support Ticket for further guidance.
  • You should read the appropriate documentation and Knowledge Base around the topic area.

Ticket priorities

There are four priorities for tickets in this system:

  1. Urgent (P1) - there is a production down issue affecting all or most end users. No workaround is available. Does not include development issues, problems in staging environments or ForgeRock products running on non-supported versions or platforms.
  2. High (P2) - there is a major feature or function that is not working correctly in production and it 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 a pre-production environment that could delay deployment or upgrade. This priority can also be used for root cause analysis on a production failure where service has been restored.
  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 ForgeRock software as being in some way the cause of your issue. 

Why did you change the priority of my ticket? 

When you raise an Urgent ticket and the production system 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, installation issues or questions that have been raised as 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 system 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?

Ticket Subject

Ensure the Ticket subject contains a clear problem summary. Please identify which product and component in the stack you are having issues with and what the problem is.

For example, "Users can't log in" isn't particularly useful, whereas "AM login page returns 'invalid domain' error for users in another region" is much more descriptive and gives us immediate context and scale of the problem.

Problem Description

Include the following details where possible to ensure we fully understand your issue and can start troubleshooting immediately:

  • Detailed problem description with product version and steps to reproduce the issue. Some issues are version specific, knowing your version will help us focus on relevant issues only.
    • Include any error messages that are appearing on the console or in the logs. Refer to the Diagnostic logs section below for information on the logs you should collect depending on the type of issue you are experiencing.
    • 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.
  • Include the type and version of the Web application container / Web server you are using.
  • Is the problem seen in Dev? QA? or Production?
  • Please provide the use case. What are you trying to achieve, what are the expected results? (Provide use case details).
  • 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, new install, upgrade, configuration, applications, introduced load balancer, SSL, replication, 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) of when the issue was reproduced so we can correlate this with the logs.
    • Provide reproducible steps.
  • Have any patches been applied to the system?
  • What troubleshooting steps and debugging have already been tried?
  • Provide an updated deployment diagram if applicable. Ensure to include any load balancers, proxies and firewalls.
  • 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.

Diagnostic logs

This section provides information on how to collect the necessary data needed for troubleshooting depending on the product and type of issue you are experiencing. Please note most issues require adjusting the logging level in order to get more detailed log data as described in the references below.

Access Management and Agents

Directory Services

Identity Management

  • Troubleshooting IDM - this book provides information on troubleshooting various issues in IDM, including collecting useful troubleshooting information such as logs, heap dumps and stack traces.

Identity Gateway

See Also

Getting started with ForgeRock Support (Identity Platform)

Sending troubleshooting data to ForgeRock Support for analysis

Uploading Files


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 any 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-7.1.0.war 117e949c648a1566aed3a48019803da16222cf1e2a86ebfb260401d0a709e95e AM-7.1.0.war
    • On Mac® OS, you can use the shasum utility to generate the checksum, for example: $ shasum -a 256 AM-7.1.0.war 117e949c648a1566aed3a48019803da16222cf1e2a86ebfb260401d0a709e95e AM-7.1.0.war
    • On Microsoft® Windows®, you can use PowerShell, for example: C:\> Get-FileHash C:\Users\jdoe\Downloads\AM-7.1.0.war Algorithm Hash Path --------- ---- ---- SHA256 117e949c648a1566aed3a48019803da16222cf1e2a86ebfb260401d0a709e95e C:\Users\jdoe\Downloads\AM-7.1.0.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


Checking your product versions are supported

The purpose of this article is to provide EOSL dates for the specific ForgeRock products and versions you are running so you can check that the version you are on is still supported. This also includes dates for Identity Cloud downloadable components.

Overview

All ForgeRock products (major.minor versions) are supported as part of a ForgeRock subscription for 3 years plus 1 additional year limited support for security and critical fixes only. See ForgeRock End of Service Life (EOSL) policy for further information.

This article provides EOSL dates for the following ForgeRock products:

Where: 

  • First Stage EOSL is the date from which only critical and security fixes will be available.
  • Final EOSL is the date from which support ceases.
Note

This article includes EOSL dates for all supported product versions. See EOSL dates for legacy product versions if you want to know EOSL dates for older (unsupported) product versions.

Access Management release and EOSL dates

Version Latest Maintenance Release Original Release Date First Stage EOSL Final EOSL Latest Release Notes
7 7.1 (May 12, 2021) August 10, 2020 August 10, 2023 August 10, 2024 Release Notes
6 6.5.4  (October 18, 2021) May 9, 2018 May 9, 2022* May 9, 2023* Release Notes

* EOSL dates have been updated to reflect changes in the major release schedule. 

Web Agents release and EOSL dates

Version Latest Maintenance Release Original Release Date First Stage EOSL Final EOSL Latest Release Notes
5 5.9 (September 21, 2021) December 20, 2017 August 10, 2023* August 10, 2024* Release Notes

* EOSL dates have been updated to reflect changes in the major release schedule. 

Java Agents release and EOSL dates

Version Latest Maintenance Release Original Release Date First Stage EOSL Final EOSL Latest Release Notes
5 5.9 (September 21, 2021) December 20, 2017 August 10, 2023* August 10, 2024* Release Notes

* EOSL dates have been updated to reflect changes in the major release schedule. 

Directory Services release and EOSL dates

Version Latest Maintenance Release Original Release Date First Stage EOSL Final EOSL Latest Release Notes
7 7.1.1 (September 28, 2021) August 10, 2020 August 10, 2023 August 10, 2024 Release Notes
6 6.5.5 (August 16, 2021) May 9, 2018 May 9, 2022* May 9, 2023* Release Notes

* EOSL dates have been updated to reflect changes in the major release schedule. 

Identity Management release and EOSL dates

Version Latest Maintenance Release Original Release Date First Stage EOSL Final EOSL Latest Release Notes
7 7.1 (May 12, 2021) August 10, 2020 August 10, 2023 August 10, 2024 Release Notes
6 6.5.1 (December 7, 2020) May 9, 2018 May 9, 2022* May 9, 2023* Release Notes

* EOSL dates have been updated to reflect changes in the major release schedule. 

Identity Gateway release and EOSL dates

Version Latest Maintenance Release Original Release Date First Stage EOSL Final EOSL Latest Release Notes
7 7.1.1 (September 28, 2021) August 10, 2020 August 10, 2023 August 10, 2024 Release Notes
6 6.5.4 (March 18, 2021) May 9, 2018 May 9, 2022* May 9, 2023* Release Notes

* EOSL dates have been updated to reflect changes in the major release schedule. 

See Also

ForgeRock Products Support and Patch Policies

Getting started with ForgeRock Support (Identity Platform)

Getting started with ForgeRock Support (Identity Cloud)


ForgeRock End of Service Life (EOSL) policy

The purpose of this article is to provide EOSL Policy details and definitions to users of ForgeRock software with a current, valid subscription. In summary, all ForgeRock products (major.minor versions) are supported as part of a ForgeRock subscription for 3 years plus 1 additional year limited support for security and critical fixes only.

Definitions

Term Definition
Major version May introduce major new functionality, remove redundant functionality or deprecate functionality that will be removed at a future date. Consolidates bug fixes from previous updates. Possible architectural changes requiring a review of deployment topology; for example: Access Management 7.0.0
Minor version May introduce new modified features and enhancements alongside bug fixes; for example: Access Management 6.5.0
Maintenance release May introduce minor improvements alongside bug fixes. These are full releases, and designed as drop-in updates on-top of the most recent major or minor release that should require no configuration changes; for example: Access Management 6.5.3 or Directory Services 6.5.4
Patch release Only includes bug fixes. These are full releases, and designed as drop-in updates on-top of the most recent major or minor release that requires no configuration changes; for example: Access Management 6.5.2.3 or Identity Management 6.5.0.4
Date of Release The date of release is the date when the initial major release of a ForgeRock product is made publicly available. The EOSL dates for all current releases of ForgeRock Software are listed in the Checking your product versions are supported document.

This document also references terms defined in the Maintenance and Patch availability policy and ForgeRock Security Policy.

EOSL policy details

This policy applies to users of ForgeRock software with a current, valid subscription.

  • Version numbers are of the form major.minor.maintenance-release.patch-release.

Support schedule for Major versions:

  • All software will be fully supported for 3 years from the date of release.
  • For one additional year, critical fixes and critical and high security fixes will be made available as individual patches as required.
  • Critical and high security fixes advisory notices will therefore include software versions up to 4 years from the date of release.
  • All support ceases 4 years from the date of release.

Minor, maintenance releases, patch releases and patches

  • ForgeRock will typically release a minor release in the year directly following the preceding major release; for example: Access Management 6.5.0 after Access Management 6.0.0.
  • Maintenance releases are always built on top of the latest major or minor release; for example: After Access Management 6.5.0 is released, all subsequent maintenance releases on that major version will follow from the minor release as Access Management 6.5.x and not from the original major release.
  • Maintenance releases will be issued periodically, and it is strongly recommended that customers update to the latest maintenance release as soon as possible.
  • Patch releases will be issued more frequently than maintenance releases and contain fewer fixes. It is strongly recommended that customers update to the latest patch release as soon as possible.
  • Minor, maintenance and patch releases provide mid-life fixes and/or enhancements; these releases do not extend the EOSL dates for the product.

Practical considerations

  • All customers are encouraged to use the latest versions of the ForgeRock products.
  • As subscriptions are not tied to a specific version, there is no additional software licensing cost for upgrading!

EOSL policy for embedded components

  • ForgeRock software such as Access Management can contain embedded versions of other ForgeRock software products such as Directory Services. When a ForgeRock software product has been embedded and distributed as part of another ForgeRock software release, the EOSL timeline that applies to the top-level software release shall also apply to all and any embedded versions of ForgeRock software. This statement only applies to embedded software and does not affect the EOSL timeline of the products when they are distributed as standalone releases.

See Also

Checking your product versions are supported

Maintenance and Patch availability policy

ForgeRock Products Support and Patch Policies

Release Notes › ForgeRock Product Release Levels

Release Notes › ForgeRock Product Stability Labels


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