Help permissions

Configure Cortex AgentiX permissions for creating support cases, attaching troubleshooting artifacts, and contacting support.

Allows users to create, view, and manage technical support cases by going to Help → In-App Help Center.

For more information, see In-product support case creation.

The tenant must have an active support contract, and the user must have CSP portal access.

Permission	Description	Roles Example
None	The user can't submit support cases.
View/Edit	Enables users to submit support tickets directly from within Cortex AgentiX. This includes: Creating new support cases with Palo Alto Networks support. Attaching files and recordings to support tickets. Generating Technical Support Files (TSF) from endpoints. Recording browser sessions for troubleshooting.	All roles should be able to submit support cases.

Required and recommended permissions

Consider adding the following permissions:

Permission	Permission Level	Reason
Agents (Cortex Agentic Assistant)	View/Edit	Enables agent-related permissions within the support case form. When present, it allows the user to include the agent context in support tickets. Recommended.
Cases & Issues	View	Recommended to enable users to reference and attach issue/case context when submitting support cases about detection issues.