IBM Support

QRadar: Getting support to help with your RFE requests

Question/Answer


Question

Can QRadar Support help with your Request for Enhancement (RFE) write-up?

Answer

QRadar Support can assist with terminology and an issue summary to help users write feature requests related to OPEN cases. Any user can request that the support representative summarize and complete a write-up on the issue as part of your case for submissions to the RFE portal. The goal of this write-up is to ensure that the issue can be communicated to IBM Offering Teams clearly from the case notes when working on issues with the support team.


Important: Customers are required to submit the final draft to IBM Request for Enhancement website to ensure that additional questions or feedback required from QRadar Offering Management can be gathered. The email address associated to the IBMid of the submitter is used as the primary contact for the RFE. The submitter must be the QRadar user or administrator for your organization and not a QRadar Support representative. QRadar support representatives do not have access to the RFE submission system to give updates or feedback to RFE requests from users.


How can support help?

  1. Upon request, QRadar Support will write a summary of the issue based on your case that requires an RFE to resolve. You must currently have an OPEN case in support related to the request so we can use the case notes to complete an accurate write-up.
  2. A draft of the RFE will be added to the case, allowing the customer to download and verify that the explanation represents the issue correctly. 
  3. The Support representative will request to close the case upon confirmation that the write-up explains the feature request or issue. 
  4. The customer must submit the case report to the Request for Enhancement (RFE) website:
    Link Description
    QRadar SIEM Create a feature request or suggest an improvement to QRadar.
    QRadar Integrations Request a new DSM, scanner, or protocol integration for QRadar. 

    NOTE: Issues related to existing DSMs, protocols, or scanners should be worked through IBM QRadar Support team cases. The RFE process is intended for new integrations and not for problems or gaps in existing supported DSMs, protocols, or scanners.
    QRadar Vulnerability Manager (QVM) Create a feature request or suggest an improvement for QRadar Vulnerability Manager.
    QRadar Risk Manager (QRM) Create a feature request or suggest an improvement for QRadar Vulnerability Manager.
    QRadar Incident Forensics (QRIF) Create a feature request or suggest an improvement for QRadar Incident Forensics.
    QRadar Log Manager Create a feature request or suggest an improvement for QRadar Log Manager.

 

What happens when I submit my RFE? 
QRadar Support does not own the enhancement process, we assist customers with their cases, troubleshoot issues, resolve technical problems, and apply workarounds for known issues. Unfortunately, this means that support can often not assist with status updates in cases. The QRadar Offering Management team, which is an extension of development owns all features, roadmap requests, and RFEs for all future software implementations. The Offering Management team reviews all incoming RFE requests within 7 days of receipt and provides feedback to users on future features and software implementations. The RFE is reviewed and the status is updated by Offering Management with one of the following status descriptions: 

Open RFE status descriptions

Status Description
Submitted IBM Offering Management has not yet evaluated this RFE. Offering teams are to provide an update within 7 days of submission.
Under consideration The IBM team is evaluating this RFE. A decision or request for more information will be provided within 90 days of the status changing to Under Consideration.
Under consideration: Uncommitted Candidate This request will not be delivered within the release currently under development, but the feature is aligned with our goals for QRadar development. Users who want to gain traction on these request can make their request public, allowing other users to vote on their request. Users can then post their public RFE link in the QRadar forums (https://ibm.biz/qradarforums) or in other areas administrators and users talk to gain traction/support for their request.

IBM will update this request in the future as the content is under consideration.
Planned for Future Release This request is a candidate for a future generally available (GA) release. IBM's statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM's sole discretion. IBM will update this request to reflect any changes.
Need More Information IBM is requesting more information from the submitter before the request can be evaluated. This request will remain open in this status for 30 days, but if the submitter does not respond, the request will be closed to status Information Not Provided (see Closed Status Descriptions below).
Information Provided The submitter has provided additional information to assist IBM in evaluating the request. If the content entered is incomplete, IBM might change the status back to Need More Information.



Closed RFE status descriptions

Status Description
Delivered This request has been delivered resolved in a previously released version of the product, or will be imminently available in the next release.
Rejected IBM has considered the request, and it will not be delivered in the near future. If this request receives continued interest from users, it may be resubmitted for consideration after 18 months from the submit date as a new RFE.
Information not Provided If a request for Need More Information is not completed within 30 days, the Offering Team can close the Request for Enhancement (RFE). Requests for information are not automatically closed after 30 days and it is the discretion of the individual Offering team member to close an existing RFE.
Is a Defect IBM has identified this as a defect requiring a code change to resolve. The RFE has been closed and will be tracked using IBM's APAR process. QRadar uses Authorized Program Analysis Reports (APARs) to track issues reported by users and is IBM's offical declaration of a defect/issue.

Each APAR receives a unique number, which is provided in the RFE response to the end user. Users can subscribe to APARs to be alerted to a software release that includes their resolve issue. 
Targeted for Open Source Code IBM has determined this feature would need to be developed within the Open Source Community.
Duplicate IBM has identified the RFE as a duplicate of another RFE already posted to this community.



My RFE status was not updated. What do I do?
If your request was not answered after 7 days or within the 90 day consideration window, contact the QRadar Offering Team or your Sales Representative. If you have a question that is not on this list or need further advice, you can ask a question about the RFE process in the QRadar RFE forums (https://ibm.biz/rfeforum).

What to include:

  • A link to your RFE or the RFE number.
  • A description of your issue or question.



I'm stuck and don't know how to proceed. Who can I talk to?
If you have a question that is not on this list or need further advice, you can ask a question about the RFE process in the QRadar RFE forums (https://ibm.biz/rfeforum). This page is monitored by both QRadar Offering Management and Support teams. Our forum moderator (@JonathanP_QRadar) can assist with your questions or put you in contact with the proper IBM personnel for QRadar issues. The forums are a good source of information and a place where you can get other QRadar users involved in your RFE (voting). To vote on any issue, the RFE must be set to public and votes require an IBM id (free registration).

Optionally, you can email the following IBM personnel for assistance. 

  • Primary contact: sophia@ca.ibm.com (QRadar Offering Management Team)
  • Secondary contact: jonathan.pechta1@ibm.com (QRadar Support)



For more help on submitting an RFE, refer to this QRadar video on how to submit an RFE request.



Where do I find more information?


Document information

More support for: IBM QRadar SIEM

Software version: All Versions

Operating system(s): Linux

Reference #: 0716217

Modified date: 23 April 2019