Self Service Assistance

Empower IT, SOC, and NetSec teams with AI-driven self-service assistance for faster troubleshooting, policy analysis, and operational decision-making.

Self Service Assistance guides you through deploying and using TufinMate as an AI-driven assistant for IT teams, SOC teams, and network security engineers. You can access policy intelligence, topology insight, and product guidance directly from the tools you already use, which improves efficiency and supports faster issue resolution.

TufinMate provides self-service support through natural-language interactions for tasks such as:

  • Troubleshooting network issues

  • Creating SecureChange tickets

  • Querying security policy and network topology data

  • Getting step-by-step product guidance.

Why this matters

  • Put policy intelligence, topology insight, and product guidance directly in the hands of IT, SOC, and NetSec teams.

  • Increase operational efficiency with AI-driven troubleshooting and analysis.

  • Deliver AI-assisted querying across network, security, and product knowledge through natural-language interactions.

Who this is for

IT teams that need self-service troubleshooting, topology insight, and access request initiation.

SOC teams that need security policy insight, network path visibility, and support during incident response.

Network security engineers that need step-by-step product guidance based on official Knowledge Center content.

Key capabilities

  • TufinMate for IT, for connectivity troubleshooting, topology insight, and SecureChange ticket creation through Microsoft Teams.

  • TufinMate for SOC, for security policy insight, network path visibility, and incident response support through Microsoft Copilot for Security.

  • TufinMate for Netsec, for product guidance based on Knowledge Center content.

Step 1: Install TufinMate Management App

The TufinMate Management App is used to configure and manage the functions of TufinMate. It serves as the administrative interface where you can set global settings and integrate with other platforms such as Microsoft Teams.

  1. Install the TufinMate Management application.

  2. Authenticate & authorize Microsoft integrations:

    • TufinMate for IT: Connect with Microsoft Teams

    • TufinMate for SOC: Connect with Microsoft Copilot for Security

  3. Assign required permissions for TufinMate to read data and interact with Teams or Copilot.

  4. Define user roles for IT, SOC, and NetSec audiences.

See: 

Setting up TufinMate

Installing TufinMate Management app

Configure global settings

Step 2: Work with TufinMate for IT

TufinMate for IT provides self-service access to connectivity troubleshooting, topology insights, and access requests through Microsoft Teams.

  1. Enable TufinMate for IT in the Management App

  2. Link to Microsoft Teams tenant

  3. Test scenarios.

Examples:

  • why can’t this server connect to the internet?”

  • open a SecureChange ticket for access from 10.1.1.5 to 10.1.1.10 on port 443

 

See:

TufinMate for IT integration setup

TufinMate for IT permissions

TufinMate for IT user guide

Step 3: Work with TufinMate for SOC

Assist SOC analysts with security policy insight, network path visibility, and incident response via Microsoft Copilot for Security.

  1. Enable TufinMate for SOC in the Management App

  2. Connect to Microsoft Copilot.

  3. Test queries.

Examples:

  • Show policy rules involving asset X”

  • does this user have access to sensitive zones?

  • analyze lateral movement path from IP 10.0.0.10

 

See TufinMate for SOC.

Step 4: Work with TufinMate for NetSec

TufinMate for NetSec uses a Retrieval-Augmented Generation (RAG) approach with a Gemini-based LLM and Tufin’s Knowledge Center (KC) content to deliver accurate product guidance, including links to official Knowledge Center articles.

Use it to search for:

  • How-to product guidance

  • Supported platforms

  • CLI tools

  • Deployment procedures

See TufinMate for NetSec Engineers.