If you encounter any issues or have questions about using the Support knowledge base, please send a message to support-help@sailpoint.com.
- Overview
- Navigating through the Support knowledge base
- Accessing the Support knowledge base
- Using the Support Portal's search
- Using the Support Portal's search filters
- Inside a knowledge base article
- Rating a knowledge base article
- Issues beyond the scope of the Support knowledge base
- Frequently asked questions
- Do I need special permissions to access the Support knowledge base?
- How do I access the Support knowledge base?
Overview
The Support knowledge base can be accessed via the SailPoint Support Portal. For more guidance on navigating through the portal, refer to this community tutorial.
The Support knowledge base provides comprehensive guidance on common issues and routine solutions. We continuously analyze support cases to identify patterns and create targeted knowledge base articles to proactively address them. This repository serves as an effective initial resource for resolving product issues. Checking for a pre-existing solution to your problem can often expedite resolution compared to submitting a support request.
Navigating through the Support knowledge base
Accessing the Support knowledge base
Users can access the Support knowledge base via the SailPoint Support Portal by selecting either the Knowledge tab or the Find Knowledge button.
The Support knowledge base page features a comprehensive list of articles addressing frequently asked questions. Click on the article relevant to your query to learn more about that specific use case.
Using the Support Portal's search
Type in a particular word or phrase in the search bar and then click the magnifying glass icon to generate a refined list of knowledge articles.
Select one of the two categories located at the upper-right corner to sort the search results in that specific order.
Using the Support Portal's search filters
Users can filters to refine and customize the search results for their cases based on category, author, rating, and much more.
Under the Filters section, check mark the knowledge category of your choice which will automatically update the search results.
Inside a knowledge base article
Knowledge base articles typically cover the same scope as the Support team and generally do not address issues related to custom code or outside SailPoint products. Reviewing a knowledge base article may offer a solution or provide useful information when reaching out to support.
| # | Category | Description |
|
1 |
Problem |
An issue that was encountered and will potentially include an associated error message. |
|
2 |
Diagnosis |
Defines what could be the cause of the problem. |
|
3 |
Solution |
A step-by-step explanation on how the reader can resolve their issue. |
Rating a knowledge base article
Users can rate and choose whether or not a knowledge base article was helpful.
Start by clicking on an article and choose whether it was helpful or not or rate it.
Issues beyond the scope of the Support knowledge base
The Compass Community remains one of the best resources for issues that extend beyond the scope of support. Seeking out the experiences and advice of other users and SailPoint employees on your product's discussion group will often provide useful suggestions and insights that can resolve your issue or improve your success.
For more details on asking good questions in Compass, please read the articles, How to: Forums and How to get the best answers to your questions.
Frequently asked questions
Do I need special permissions to access the Support knowledge base?
No, but in order to create requests and view cases in the SailPoint Support Portal, you need to be an active customer or partner with a SailPoint Single Access Account.
How do I access the Support knowledge base?
Read the Accessing the Support knowledge base section to find out more information.
