Super Contributor.
Super Contributor.

Microfocus smartconnector support scope

Hi All,

Greetings, does anyone know if Microfocus technical support team supports smartconnector mapping / custom parsing related issues or if it is out of their scope?




2 Replies
Knowledge Partner Knowledge Partner
Knowledge Partner


you need to open an FR/Idea and a ticket with the details. 

Took MF just 2 years to get some stuff fixed (CISCO/ASA). So thanks to the onobfuscated parsers you can fix things yourself, and put the fix in the Idea/ticket (which will not speed up anything for the official parsers)

Or you pay for PS hours, they are happy to do the task for you.

Last option, you provide some samples (pls no real IP-Adresses or user-/host-names etc. just preserve the format), and you might find some nice people here in the community, that support you.




(if you found sarcasm in this post - it was by intention, but not against you @Arcsight_Logger_User )

Super Contributor.
Super Contributor.

Thanks, the issue was the support team refuses to even help to clarify questions or provide usage examples for smartconnector mapping functions. needless to say they don't even ask for logs.

The message to us was: If you try to do any sort of customization or mapping with your smartconnectors you are on your own. No help will be forthcoming in whatever form unless you pay PS. Not even usage questions. So if your smartconnectors don't work perfectly, parse every single field nicely out of the box or lifetime of the connector, you are out of luck.

So I surfed this public discussion and managed to eventually find a solution that worked.

Anyway after we provide official feedback about the issue they changed tune and is now willing to provide help in the future.
Happy ending. So.

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