When reaching out to TAC for additional technical support related to a security event, two critical pieces of information you need to collect from the agent are:
The agent technical support file. This is a file that contains diagnostic information about the agent, such as its configuration, status, logs, and system information. The agent technical support file can help TAC troubleshoot and resolve issues with the agent or the endpoint. You can generate and download the agent technical support file from the Cortex XDR console, or from the agent itself.
The prevention archive from the alert. This is a file that contains forensic data related to the alert, such as the process tree, the network activity, the registry changes, and the files involved. The prevention archive can help TAC analyze and understand the alert and the malicious activity. You can generate and download the prevention archive from the Cortex XDR console, or from the agent itself.
The other options are not critical pieces of information for TAC, and may not be available or relevant for every security event. For example:
The distribution id of the agent is a unique identifier that is assigned to the agent when it is installed on the endpoint. The distribution id can help TAC identify the agent and its profile, but it is not sufficient to provide technical support or forensic analysis. The distribution id can be found in the Cortex XDR console, or in the agent installation folder.
A list of all the current exceptions applied to the agent is a set of rules that define the files, processes, or behaviors that are excluded from the agent’s security policies. The exceptions can help TAC understand the agent’s configuration and behavior, but they are not essential to provide technical support or forensic analysis. The exceptions can be found in the Cortex XDR console, or in the agent configuration file.
The unique agent id is a unique identifier that is assigned to the agent when it registers with Cortex XDR. The unique agent id can help TAC identify the agent and its endpoint, but it is not sufficient to provide technical support or forensic analysis. The unique agent id can be found in the Cortex XDR console, or in the agent log file.
[:, Generate and Download the Agent Technical Support File, Generate and Download the Prevention Archive, Cortex XDR Agent Administrator Guide: Agent Distribution ID, Cortex XDR Agent Administrator Guide: Exception Security Profiles, [Cortex XDR Agent Administrator Guide: Unique Agent ID], ]
