Viewing Incident Manager

You can select to display incidents by all AIM organizations or by ones that you have created. For more information about creating AIM organizations, see Advanced Insight Solutions Overview.

Any incident displayed in bold in Incident Manager indicates that incident has been detected, assigned, or flagged to the user since the last time you logged into AIM.

Note: If you are running AIM in standalone mode and navigate to the Proactive Case Manager page, the follow message appears: Proactive cases can not be submitted because there are no organizations that either contain devices or have valid credentials. Proactive Case Manager is disabled when AIM is not connected to JSS (Standalone mode).

To view the Incident Manager table, do the following:

• Click Incident Manager in the AIM navigation area. The Incident Manager page appears.

  

  For more detailed information about the Incident Manager page, see Incident Manager Page Descriptions

Incident Manager Page Descriptions

This section describes the parts of the Incident Manager page.

• Filter By and Filter On Drop-Down List Box Description
• Statistics Dashboard Description
• Incident Manager Table Button Descriptions
• Incident Manager Table Column Descriptions

Filtering Incident Manager Table Data

The Filter By and On drop-down list boxes at the top of the Incident Manager table allow you to display specific incident data necessary for you to monitor devices on your network. You can filter by defect, device, device group, and organization. Filtered data is displayed in the Statistics dashboard and the Incident Manager table.

To filter Incident Manager table data to show incidents by specific criteria, follow these steps:

1. In the Filter By drop-down list box. select the filter category This action automatically displays the specific filter options in the On drop-down list box. See Table 62.

   

   Table 62 describes the operation of the Filter By and On drop-down list boxes for filtering Incident Manager table data.

   Table 62: Filter By and On Drop-Down List Box Operation

   Filter By drop-down list box	On drop-down list box
   Nothing	The On drop-down list box is blank, and no filtering occurs.
   Defect	Displays the list of all incident defect types on which you can filter.
   Device	Displays the list of all devices names managed by AIS on which you can filter incident data.
   Device Group	Displays the list of all device group names on which you can filter incident data.
   Organization	Displays the list of all organization names on which you can filter incident data.

2. In the On drop-down list box, select the filter option.

Submitting a Case Request

From the Incident Manager table, you can easily submit a case request to Juniper Support Systems (JSS). After a case ID is assigned, the Case ID appears in the following places:

• My AIM Home, Incident Manager table
• Incident Manager table
• Incident Detail page

To submit a case request, follow these steps:

1. From Incident Manager, select an incident for which you want to submit a case request. The Submit Case button is enabled.

   

2. Click Submit Case. You see the following message:

   Successfully submitted case to Juniper: Create Case returned transaction ID

   Thereafter, Incident Manager displays the status as Submitted. Then the status changes to Created and the case ID appears in the Case ID column. Finally, the incident is bold.

   The incident case ID appears in the Status cell.

Creating a Policy

For detailed information about creating a reaction policy, see Creating Reaction Policies.

Flagging An Incident to a User

Flagging an incident informs an AIM user who might be impacted or needs to be aware of an incident.

You can flag an incident to a user. Flagging an incident, displays that incident in Incident Manager table.

Incidents that are bold indicate that they have been flagged to your since the last time you logged into AIM.

To flag an incident to a user, follow these steps:

1. From the Incident Manager table, click the incident synopsis link. The Incident Details page appears.

   

2. On the Incident Details page, click Flag to Users. The Flag to Users page appears.

   

3. On the Flag to Users page, select the users to whom you want to flag the incident.
4. Click Save. The flag appears in the incident Flag column in the Incident Manager table.

Clearing a Flag

To clear a flag to a user, follow these steps:

1. In the Incident Manager table, select the incident with the flag that you want to delete. The Clear Flag button is enabled.

   

2. Click Clear Flag. The flag is removed, and that incident will no longer appear in the Incidents table in My AIM Home.

   

Viewing Incidents by Organization

You can view the incidents that have been collected for a specified AIM organization.

To view incidents by AIM organization, do the following:

• On the Incident Manager table, select the organization that you want from the Organization drop-down list.

  

Viewing Incident Details (Incident for Device)

To view incident details, click the incident Synopsis link in the Incidents table. The Incident for Device page appears.

The Incident for Details page lets you perform the following AIM actions:

• Submit a case, as described in Submitting a Case Request.
• Create an incident reaction policy, as described in Creating a Policy.
• Flag an incident to a user, as described in Flagging An Incident to a User.
• View an incident Juniper Message Bundle (JMB), as described in Viewing Incident Juniper Message Bundle (JMB).
• Change Incident owner status, as described in Changing Incident Owner Status.

For more information about the Incident Detail (Incident for Device), see Incident Details (Incident for Device) Page Description

Incident Details (Incident for Device) Page Description

Table 63 describes the fields on the Incident for Device page.

Table 63: Incident Details (Incident for Device) Command Button Descriptions

Table 64 describes the columns in the Incident Manager table.

Table 64: Incident Details (Incident for Device) Table Column Descriptions

Viewing Incident Juniper Message Bundle (JMB)

The Juniper Message Bundle (JMB) contains the information that JSS needs to analyze and resolve cases and to prevent the incident from reoccurring. For more information about the JMB, see JMB Contents.

To view an incident’s Juniper message bundle, follow these steps:

1. From My AIM Home or Incident Manager, click the incident synopsis link. The Incident detail page appears.
2. On the Incident detail page, click View JMB. The JMB detail page appears.

Assigning an Incident Owner

To assign an incident to an AIM user, follow these steps:

1. From the Incident Manager table, click an incident Synopsis link. The Incident Detail page appears.

   

2. From the Owner drop-down list box select an AIM user.
3. Click Save Changes. The incident appears in the Incidents table in My AIM Home for the incident owner.

Changing Incident Owner Status

To change incident owner status, follow these steps:

1. From the Incident Manager table, click an incident Synopsis link. The Incident Detail page appears.

   

2. From the Owner Status drop-down list box select a status option—Unassigned, Assigned, In Progress, or Completed.
3. Click Save Changes. The incident appears in the Incidents table in My AIM Home for the incident owner.

Deleting an Incident

To delete an incident from the Incidents table, follow these steps:

1. In the Incident Manager table, select the incident(s) you want to delete. This action enables the Delete button.
2. Click Delete. The selected incidents are removed from the AIS database.