>
    Strata Copilot
    Open a Support Case with Strata Copilot
    Focus
    Download PDF
    Focus
    1. Home
    2. Strata Cloud Manager
    3. Strata Cloud Manager Getting Started
    4. Strata Copilot
    5. Open a Support Case with Strata Copilot
    Download PDF
    Strata Cloud Manager

    Open a Support Case with Strata Copilot

    Table of Contents

    Open a Support Case with Strata Copilot

    Learn how to effectively use Strata Copilot for troubleshooting, feedback, and support case creation. Discover streamlined processes for getting technical assistance and remediation guidance.
    Where Can I Use This?What Do I Need?
    • Prisma Access (Managed by Panorama or Strata Cloud Manager)
    • NGFW, including those funded by Software NGFW Credits
    Strata Copilot insights can also depend on the products you’re using with Strata Cloud Manager, your licenses, and your role permissions.
    Strata Copilot is your versatile AI assistant designed to enhance your experience with Strata Cloud Manager. You can leverage Strata Copilot to troubleshoot Strata Cloud Manager issues and gain insights. By mastering Strata Copilot's capabilities, you'll optimize your workflow, quickly address challenges, and maximize the potential of your Strata Cloud Manager environment.
    If the issue requires further assistance, you can create a fully pre-populated support case using the context already gathered from your session. The case includes the product, category, severity, a detailed description, steps already taken, and affected assets—all derived from your session and tenant data. You review the case summary and submit it in one click. The AI continuously improves its resolution accuracy based on validated outcomes, delivering better troubleshooting over time.

    Get AI-Guided Troubleshooting

    Describe your issue in natural language and receive troubleshooting guidance.
    1. Select Strata Copilot from the left navigation in Strata Cloud Manager.
    2. In the chat input field, enter a description of your issue.
      For example: “My IPSec tunnel to the Dallas branch is down” or “Users can’t connect through GlobalProtect since this morning.”
      Review the troubleshooting steps provided.
    3. Follow the recommended resolution steps. If the issue resolves, no further action is needed.

    Open a Support Case with Strata Copilot

    If troubleshooting doesn’t resolve your issue, open a support case directly from Strata Copilot. The case is pre-populated with context from your session and tenant data.
    1. Initiate case creation using one of the following methods:
      • In a Strata Copilot chat, enter Open a case or tell Copilot you want to open a support case.
      • Open a Support Ticket at the bottom of the Copilot interface.
    2. Describe your issue in plain language when prompted.
      Strata Copilot uses your input along with your active session context—including the page you are on, configurations you are editing, and relevant system alerts—to build the case.
    3. Review the pre-populated case summary.
      The following fields are filled automatically based on your session and tenant data:
      • Product and component—inferred from your navigation and query context.
      • Severity—suggested based on the issue characteristics.
      • Description—composed from your input and correlated system data.
      • Affected assets—identified from your tenant, with support for multiple assets if the issue is systemic. You can select the asset based on the issue you are facing.
      • Steps already taken—captured from the troubleshooting in your session.
    4. (Optional) Attach supporting files, such as screenshots or log exports.
    5. Submit to create the case.
      Your case arrives at the support engineering team with full context, reducing back-and-forth communication and accelerating time to resolution.
      If you need to step away during case creation, Strata Copilot preserves your session state for one hour, allowing you to resume where you left off.

    Share Feedback About a Response

    For any Strata Copilot response, you can provide feedback to improve future interactions:
    • Click the thumbs up icon to indicate that a response was helpful.
    • Click the thumbs down icon to indicate that the response didn’t meet your expectations.
    When you provide a thumbs down, include detailed feedback about what you expected versus what Strata Copilot returned. Your feedback directly improves accuracy and relevance for future interactions.

    © 2026 Palo Alto Networks, Inc. All rights reserved.