Important Guidelines for Raising Trend Micro Antivirus Support Tickets in APT 2.0

The Department of Posts has issued guidelines for correctly raising support tickets related to Trend Micro Anti-Virus through the APT 2.0 Support Desk.

Ticket Raising Process:

• Open Support Desk Ticket (Raise Ticket APT).
• Select Category – APT (2.0 Rolled out offices).
• Select Module – Trend Micro Anti-Virus.
• Choose the appropriate Sub Module.
• Enter the required ticket details and submit.

Available Sub Modules:

• Application Blocking / Exception Request
• Client Connectivity
• Configuring Group Update Provider (GUP)
• GUP Not Working
• Pattern/Definition Updates
• Performance Issues
• Policy Synchronization Issue
• Tamper Protection Issues
• TM AV Installation Failure
• Uninstallation of TM AV

Mandatory Problem Description Details:

• WEG Code
• Impact System IP Address
• Telnet accessibility status
• TM Security (Apex) Agent update status
• Smart Scan option reflected as grey or not
• System Processor
• C Drive Space (free space in GB)
• RAM Capacity
• Operating System Category (Windows 10 or Windows 11)

Important Tips:

• Provide screenshots wherever applicable.
• Mention if the issue affects multiple systems.
• Keep the antivirus updated.
• Select the correct sub-module to avoid ticket reassignment and delays.

Benefits of Correct Ticket Raising:

• Faster resolution
• Proper assignment to the expert team
• Better tracking and communication
• Reduced turnaround time

For further assistance, employees may contact their Regional Support Team.