If you encounter any issues or have questions about using the Support knowledge base, please reach out to support@sailpoint.com.
- Overview
- Navigate through the Support knowledge base
- Access the Support knowledge base
- Use the search feature in the Support Portal
- Use 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
You can access the Support Knowledge Base through the SailPoint Support Portal. For help navigating the portal, refer to this community tutorial.
The Support Knowledge Base offers in-depth guidance on common issues and routine solutions. We regularly review support cases to identify trends and develop targeted articles that proactively address recurring problems. As a first stop for resolving product issues, this resource can often help you find a solution faster than submitting a support request.
Navigate through the Support knowledge base
Access the Support knowledge base
Users can access the Support Knowledge Base in the SailPoint Support Portal by selecting either the Knowledge tab or the Find Knowledge button.
The Support knowledge base page includes a comprehensive list of articles addressing frequently asked questions. Click on the article that best matches your query to learn more about that specific topic.
Use the search feature in the Support Portal
Type a word or phrase into the search bar, then click the magnifying glass icon to see the results from the Support Portal's knowledge base.
Use the Support Portal's search filters
Users can apply filters to refine and customize their case search results by category, author, rating, and more.
Under the Filters header, check mark the knowledge category you're interested in.
Note: The search results page will update automatically.
Inside a knowledge base article
Knowledge Base articles typically align with the scope of SailPoint Support and generally do not cover issues related to custom code or third-party products. Reviewing an article may help you resolve the issue or provide useful context when contacting support.
| # | Category | Description |
|
1 |
Problem |
An issue that has occurred, often accompanied by an error message or other relevant details. |
|
2 |
Environment |
The set of systems, tools, processes, and policies used to manage and protect digital identities and control access to resources within an organization. |
|
3 |
Diagnosis |
Identifies the potential causes of a problem, helping to pinpoint the underlying issue. |
|
4 |
Solution |
A step-by-step explanation that provides the reader with a practical approach to resolving a specific issue or challenge. |
Rating a knowledge base article
Users can rate a knowledge base article and indicate whether or not it was helpful.
To do this, click on an article and select whether it was helpful or not, or rate it accordingly.
Issues beyond the scope of the Support knowledge base
For issues that fall outside the scope of the Support knowledge base, the Compass Community is an excellent resource. Engaging with other users and SailPoint employees in your product’s discussion group can often lead to valuable suggestions, insights, and potential solutions.
To learn how to ask effective questions in Compass, refer to the following 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 Access the Support knowledge base section to find out more information.
