1 Tenable Network Security Support Portal January 12, 2015 (Revision 14)
2 Table of Contents Introduction... 3 Activate Tenable Support Portal... 3 Locate Your Customer ID... 6 Manage Your Activation Codes... 6 How to Set Your Hostname (Enterprise Customers ONLY)... 8 Training Console Tenable Customer Support How to Open a Chat Session How to Open a Ticket View Knowledgebase Articles Manage Contacts How to Add a Registered Contact How to Deactivate a Registered Contact How to Edit a Registered Contact Display Inactive Contacts Contact Provisioning Department How to Download Latest Products, Documentation, and Audit Files Online Content About Tenable Network Security
3 Introduction This document describes the many different functions of the Tenable Support Portal. Customers who have purchased Subscription, Enterprise, or Training will have access to the Tenable Support Portal located at: The Tenable Support Portal allows Tenable s customers to: Manage and maintain product Activation Codes Download Tenable software, such as new SecurityCenter or Nessus builds Open and manage support tickets and chat sessions for assistance with Nessus or Tenable Enterprise product issues and Training support Search the product knowledgebase (KB) for answers and best practices Download audit content to perform configuration or content audits Download utilities and tools for use with Nessus and Tenable Enterprise products Download product documentation, quick start guides, and other useful papers Enroll in training class from the Training Console. Activate Tenable Support Portal Once an address is registered with Tenable, please use the following directions to log in to your Tenable Support Portal for the first time. Go to and select Forgot Password/Activate Account? 3
4 Enter the registered address in the provided field under Forgot Password, then click Send Confirmation. You will receive an from that includes a confirmation code that will allow you to enter a new password. Return to the Forgot Password/Activate Account page and enter your registered address, confirmation code, and new password in the provided fields, then click Update Password. 4
5 Once you receive notification that the password has been reset, please enter the registered address and password in to the provided fields, and then click Log in to access your Tenable Support Portal. Once logged in, a main menu is displayed similar to the following: 5
6 Locate Your Customer ID Access your Tenable Support Portal: The Customer ID is located at the top right corner on the main page. Manage Your Activation Codes The Activation Codes button provides a list of all of your current products and services including expiration dates. The Identifier field enables you to track which system the Activation Code is installed on. This optional field can be set to any string that is meaningful to you. If the Identifier field needs to be reset and changed, the Activation Code will have to be reset and then registered again within the product. The screen capture below is for Nessus Subscription, Nessus Enterprise and PVS Subscription. In Use: Indicates if your Activation Code is currently registered (yes) or needs to be registered (no). Scanner IP: Indicates where the code was originally registered. 6
7 Expires: Indicates when maintenance/subscription will expire. Expires within 60 days: Date displayed under column will be red Expires within 30 days: Date displayed will include a red underline Expired: Date displayed will include a red line through the entire date Manage Account: Field allows the owner of the product and the primary contact of the account to set visibility access to other registered contacts for the account by clicking Set Access. The screen capture below lists an example of users who can and cannot manage and view Activation Codes. No View: prevents the user from viewing the Activation Code in the Tenable Support Portal View: allows the user to view the Activation Code and associated information, but does not allow the contact to reset or manage the Activation Code Owner: can view all information associated with the Activation Code and also has the ability to reset the Activation Code Reset: If your server has a hardware issue, needs to be upgraded or has some other issue, the Tenable Support Portal allows the owner of the Activation Code to manually reset the code by clicking on the x below. Once reset, you will have the ability to immediately register the same Activation Code. Renew: A link to renew your subscription will appear 9 months from the expiration date. At that time, you will have the ability to select a renewal subscription length and the checkbox for each Nessus subscription which is available to renew. 7
8 How to Set Your Hostname (Enterprise Customers ONLY) Select Activation Codes from the main menu. Click the + next to the product name to display the product information. Click Set button under the Hostname column to enter hostname. 8
9 On the Set Hostname and Generate Prepayment Key page, enter the exact hostname and address to receive the Prepayment key, and then click Preview Request. Enter your first name, last name and agree to the terms to receive the prepayment key, and then click Submit. 9
10 You will receive a confirmation message after the hostname is set and the key has been sent. Please view the Getting Started page for product specific key upload and Activation Code registrations procedure documents here: Training Console The Training Console is made available after the purchase and activation of a Tenable training class. After activating your Tenable training class, select Training Console from the main page of the Tenable Support Portal. 10
11 You will then have the ability to self-enroll in the class and/or exam. For more information, please view the Training Console help document here: Tenable Customer Support Customers who log in to the Tenable Support Portal have the ability to open a ticket and/or chat session with one of our support representatives. How to Open a Chat Session From the main page of your Tenable Support Portal, select Click Here for Live Chat Support. 11
12 Select the Issue Type, enter your contact information, select the product you are requesting support for, existing ticket information and a description of the issue, and then click Submit. How to Open a Ticket Select Open a Ticket from the Main Menu. 12
13 Select the recipient. Enter the required information, and then click Send Ticket. Older tickets that have been closed may be viewed by clicking on My Ticket History and then the View Closed Tickets link. 13
14 View Knowledgebase Articles Tenable s Support and Content groups maintain a list of commonly asked questions across our entire product line. To view Knowledgebase articles, select Browse Knowledgebase from the Main Menu. All entries are organized into several different areas based on product type. All content may be searched by any Tenable Support Portal user. 14
15 Manage Contacts How to Add a Registered Contact (Add account option only available to the Primary Contact for the account) Log in to the Tenable Support Portal with authorized credentials: Under Main Menu, select Add Contacts. 15
16 Select Add New Contact. Please note that you will only have the ability to add a contact with the same domain name as listed on the page. For all other contacts, please Provide the contact information for the new contact, select the View Support Tickets? that you would like for the new contact, and then click Preview. Primary Contact?: This field allows the existing Primary Contact(PC) to transfer the PC role to a new contact. Add Contacts?: This field allows the PC to assign other contacts the ability to add new registered contacts from the assigned Tenable Support Portal. Can view ALL Company Tickets: The contact will have the ability to view the complete ticket history for the company and addresses within any particular Customer ID. Can only view tickets created by user: The contact will only have the ability to view tickets that were opened by that specific contact. 16
18 Verify the provided information, and then click Submit. Select the product(s) to assign to the new contact, and then select Assign Products. The new contact will then receive an with instructions on how to activate the Tenable Support Portal account. 18
19 How to Deactivate a Registered Contact (Deactivate account option only available to the Primary Contact for the account) Under Main Menu, select Add Contacts. Check the provided space next to the address for the account to deactivate, and then click Deactivate Contact. 19
20 Verify the information, and the click Deactivate Contact. Please note: The account that has been deactivated will no longer have the ability to log in to the Tenable Support Portal or contact Tenable s support team. How to Edit a Registered Contact (Edit account option only available to the Primary Contact for the account) Edit contact tab will allow the Primary Contact to update the contact information or change the account settings to allow more or less access to Tenable s support team. Under Main Menu, select Add Contacts. 20
21 Check the provided space next to the address for the account to edit, and then click Edit Existing Contact. You will then have the ability to update the contact s support information. Add Contacts: This field allows the PC to assign other contacts the ability to add new registered contacts from the assigned Tenable Support Portal account. Create Tickets: Allows the user the ability to submit support tickets from the Tenable Support Portal. Can view ALL Company Tickets: The contact will have the ability to view the complete ticket history for the company including all s assigned to a Customer ID. Can only view tickets created by user: The contact will only have the ability to view tickets that were opened by that specific contact. Phone Support: Phone support is currently available for SecurityCenter, SecurityCenter Continuous View, Nessus Enterprise, and Nessus Enterprise Cloud customers only. Chat Support: Allows the user the ability to open a chat session from the Tenable Support Portal. 21
22 Verify the information, and then click Submit to complete the update to the account. Display Inactive Contacts (Display Inactivate Contacts option is available to all registered contacts for the account) Display Inactive Contacts tab will allow a registered contact to view all inactivate contacts that no longer have access to the assigned Tenable Support Portal account. To reinstate a contact, please contact Under Main Menu, select Add Contacts. 22
23 Click Display Inactivate Contacts. Each disabled contact is greyed out and a red Disabled is listed under the address. Contact Provisioning Department (Contact Provisioning Department option is available to all registered contacts for the account) Contact Provisioning Department tab will allow a registered contact to submit a ticket directly to Provisioning to update permissions or edit contact information. 23
24 Under Main Menu, select Add Contacts. Click Contact Provisioning Department. You will then have the ability to submit a ticket directly to Provisioning to update your account information. 24
25 How to Download Latest Products, Documentation, and Audit Files Select Downloads from the Main Menu. Then select applicable product. 25
26 Online Content In addition to the Tenable Support Portal, Tenable also offers a wide variety of discussion groups and online content: Tenable Blog This blog focuses on major new product functionality announcements, in-depth best practices and extensive content on scanning, configuration auditing, log normalization and network anomaly detection. Tenable Podcast The Tenable weekly podcast, hosted by Paul Asadoorian, is a lively discussion of topical issues with guests who bring their perspective to the topic at hand. You can subscribe to the podcast on itunes here: Tenable Product RSS Feeds Tenable offers seven different RSS feeds: Tenable news, the Tenable blog, the Tenable podcast, Nessus plugins, PVS plugins, SecurityCenter Dashboards, and SecurityCenter Report Templates. Discussion Forums Tenable operates discussion forums that are used by Nessus users as well as SecurityCenter, LCE, and PVS customers. Product updates are also announced here. Twitter Follow TenableSecurity on Twitter for the latest updates. SecurityCenter Dashboards Tenable provides dozens of dashboard templates in the SecurityCenter Dashboards section of the Tenable Blog. SecurityCenter Report Templates This page provides customizable SecurityCenter report templates that help you aggregate scan data to identify and respond to security and compliance issues. About Tenable Network Security Tenable Network Security provides continuous network monitoring to identify vulnerabilities, reduce risk, and ensure compliance. Our family of products includes SecurityCenter Continuous View, which provides the most comprehensive and integrated view of network health, and Nessus, the global standard in detecting and assessing network data. Tenable is relied upon by more than 24,000 organizations, including the entire U.S. Department of Defense and many of the world s largest companies and governments. We offer customers peace of mind thanks to the largest install base, the best expertise, and the ability to identify their biggest threats and enable them to respond quickly. For more information, please visit tenable.com. 26
How to Add, Deactivate, or Edit a Contact Add Contact (Add account option only available to the Primary Contact for the account) 1. Log in to the Tenable Support Portal with authorized credentials: https://support.tenable.com/
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