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Using the Incident Manager Tab

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.

This section includes the following:

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

Table 63 describes the operation of the Incident Manager Filter By and On drop-down list boxes.

Table 63: Incident Manager Table Filter By and On Drop-Down List Box Description

Name	Description	Privileges	Enabled/Disabled	Results
Filter By drop-down list box	Displays the items on which you can filter the data in the Incident Manager table: Nothing—(Default) Displays a blank On drop-down list box, and no filtering occurs in the table. Defect—Displays all or the available individual defect types in the On drop-down list box. (This option is only available in Incident Manager.) Device—Displays all or the available individual device names in the On drop-down list box. Device Group—Displays all or the available individual device group names in the On drop-down list box. Organization—Displays all or the available individual organization names in the On drop-down list box.	None, AIM User	Always enabled	Displays the associated available items in the On drop-down list box. See the Description for this list box.
On drop-down list box	Is associated with the Filter By drop-down list box, and displays the items available on which to be filtered: all or the individual item names depending on the Filter By option selected.	None, AIM User	Always enabled	Displays the available items on which to sort based on the Filter By option selected.

Name

Description

Privileges

Enabled/Disabled

Results

Filter By drop-down list box

Displays the items on which you can filter the data in the Incident Manager table:

Nothing—(Default) Displays a blank On drop-down list box, and no filtering occurs in the table.
Defect—Displays all or the available individual defect types in the On drop-down list box. (This option is only available in Incident Manager.)
Device—Displays all or the available individual device names in the On drop-down list box.
Device Group—Displays all or the available individual device group names in the On drop-down list box.
Organization—Displays all or the available individual organization names in the On drop-down list box.

None, AIM User

Always enabled

Displays the associated available items in the On drop-down list box. See the Description for this list box.

On drop-down list box

Is associated with the Filter By drop-down list box, and displays the items available on which to be filtered: all or the individual item names depending on the Filter By option selected.

None, AIM User

Always enabled

Displays the available items on which to sort based on the Filter By option selected.

Statistics Dashboard Description

Table 64 describes the Statistics dashboard at the top of the Incident Manager table that provides a summary of displayed device incident data.

You can show the statistics dashboard by clicking the plus sign. The default is for the statistics dashboard to be hidden.

Table 64: Incident Manager Table Statistics Dashboard

Statistics	Description	Privilege Required to Modify
Total	Based on the current filter, the total number of incidents and number of new incidents since the user was last logged in. Format example: 25 (5)	None; not allowed to modify
Incidents submitted to Juniper	The number of incidents displayed in the table that have been reported to JSS. Format example: 15 (1)	None; not allowed to modify
Priority 1 (Critical)	Based on the current filter, the number of incidents with priority 1 and number of new incidents with priority 1 since the user was last logged in. Format example: 5 (0)	None; not allowed to modify
Priority 2 (High)	Based on the current filter, the number of incidents with priority 2 and number of new incidents with priority 2 since the user was last logged in. Format example: 10 (3)	None; not allowed to modify
Priority 3 (Medium)	Based on the current filter, the number of incidents with priority 3 and number of new incidents with priority 3 since the user was last logged in. Format example: 5 (2)	None; not allowed to modify
Priority 4 (Low)	Based on the current filter, the number of incidents with priority 4 and number of new incidents with priority 4 since the user was last logged in. Format example: 5 (0)	None; not allowed to modify
Devices	The number of devices represented by the incidents displayed in the table. Format example: 8	None; not allowed to modify
10 Most Incident Generating Devices	A list of the top 10 devices that have generated the most incidents in descending order. Format example: deviceA (75), deviceB (72), deviceC (70), deviceD (67), deviceE (64), deviceF (62), deviceG (59), deviceH (56), deviceI (54)	None; not allowed to modify
Show/Hide Statistics	Clicking on the plus or minus image will show or hide the statistics at the top of the page.	None; not allowed to modify

Incident Manager Table Button Descriptions

Table 65 describes the Incident Manager table command buttons.

Table 65: Incident Manager Table Command Button Descriptions

Button Name	Description	Privileges	Enabled/Disabled	Results
Submit Case	Submits the selected Incident to JSS so that a JTAC case will be created. Note that this action is only valid if only one incident is selected and if that incident has not already been submitted to JSS.	None, AIM User	Enabled when you select an incident.	Case ID submitted message appears.
Create Policy	Initiates creation of a Reaction Policy. If any Incidents are selected, the policy created will be scoped to just those incidents specified. If no Incidents are selected, then the policy will be applied to all the Incidents in the system.	AIM User	Always enabled	Displays Reaction Policies page.
Clear Flag	Removes the flag from any of the selected Incidents.	AIM User	Enabled when you select an incident.	Removes flag.
Delete	Removes any selected Incidents	AIM User	Enabled when you select an incident.	Removes incident.

Incident Manager Table Column Descriptions

Table 66 describes the columns in the Incident Manager table.

Table 66: Incident Manager Table Column Descriptions

Column	Description	Range/Length	Default
!	Indicates the priority of the incident received 1—Critical 2—High 3—Medium 4—Low	1-4	Set by the JUNOS device. May be overridden by a Reaction Policy
Host ID	Unique identifier representing the specific incident occurrence.	N/A	Set by the JUNOS system or JUNOScope application if multi-JMB
Platform	Indicates the platform of the device the incident occurred on.	N/A	Set by the JUNOS System
Synopsis	Text description of the incident. This field is a link and can be used to navigate to the detail screen of the selected incident.	N/A	Set by the JUNOS system
Occurred	Time that the JUNOS device detected the incident.	Date and time	N/A
Owner	User that has currently been assigned ownership for this incident, as well as the owner's status regarding the incident. Format: owner (status)	Owner—Any valid user login for AIM Status—assigned, in progress, completed	Unassigned
Status	The JSS case status of this incident.	Initial, Submitted, Created, Updated	Initial
Case ID	The case ID assigned by the JSS Case Management system. This field is a link and can be used to navigate into the JSS Case Management application.	N/A	Empty until case created.
Flag	Indicates whether this entry has been flagged to the user for inspection.	N/A	N/A

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:

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 67.

Image s001259.gif

Table 67 describes the operation of the Filter By and On drop-down list boxes for filtering Incident Manager table data.

Table 67: 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.

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:

From Incident Manager, select an incident for which you want to submit a case request. The Submit Case button is enabled.
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 you since the last time you logged into AIM.

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

From the Incident Manager table, click the incident synopsis link. The Incident Details page appears.
On the Incident Details page, click Flag to Users. The Flag to Users page appears.
On the Flag to Users page, select the users to whom you want to flag the incident.
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:

In the Incident Manager table, select the incident with the flag that you want to delete. The Clear Flag button is enabled.
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 68 describes the fields on the Incident for Device page.

Table 68: Incident Details (Incident for Device) Command Button Descriptions

Button Name	Description	Privileges	Enabled/Disabled	Results
Submit Case	Submits the selected Incident to Juniper so that a JTAC case will be created. Note that this action is only valid if only one incident is selected and if that incident has not already been submitted to the JSS.	AIM User	Enabled when you select an incident.	Case ID submitted message appears.
Save Changes	Saves changes of any modified fields. Priority and E-mail List cannot be modified if the incident has already been submitted to JSS.	AIM User	Always enabled	Saves changes to AIM database.
Create Policy	Initiates creation of a Reaction Policy. If any Incidents are selected, the policy created will be limited to just those incidents specified. If no Incidents are selected, then the policy will be applied to all the Incidents in the system.	AIM User	Always enabled	Displays Reaction Policies page.
Flag to Users	Sets which user the incident is flagged to for attention and review.	AIM User	Enabled when you select an incident.	Removes the flag.
View JMB	Displays detailed information about the selected incident.	AIM User	Enabled when you select an incident.	Displays the View JMB page

Table 69 describes the columns in the Incident Manager table.

Table 69: Incident Details (Incident for Device) Table Column Descriptions

Column	Description	Range/Length	Default
(AIM Partner Controller) Partner Customization	Allows a partner Controller AIM User to specify whether or not they wish to use their case links, Case IDs, and Case Status. The case status String provided is not displayed to the end customer, but is used for updating the AIM status in the Incident View.	N/A	Use Home Base
Priority	Indicates the priority of the selected incident: 1—Critical 2—High 3—Medium 4—Low	1-4	Set by the device. The priority can be overridden by a reaction policy.
(AIM Partner Controller) Partner Case Link	The URL to the partner’s case resolution system.	Enabled/Disabled	Disabled
(AIM Partner Controller) Home Base Status	The JSS case status of resolving this incident.	Initial, Submitted, Created, and Updated	Empty until a case is created.
(AIM Partner Controller) Partner Status	The partner’s case status of resolving this incident.	0 – 255 Characters	Empty until a case is created.
(AIM Partner Controller) Home Base Case ID	The case ID used by JSS that provides a link to the JSS Case Management page.	N/A	Empty until a case is created.
(AIM Partner Controller) Partner Case ID	The case ID used by JSS that provides a link to the JSS Case Management page.	0 – 255 Characters	Empty
Host ID	Unique identifier representing the specific incident.	N/A	Set by the JUNOS system or AIM if multiple JMBs
Synopsis	Text description of the incident	N/A	Set by the JUNOS system
Platform	Indicates the device platform on which the incident occurred	N/A	Set by the JUNOS system
(AIM Partner Controller) Serial Number	Serial Number of the Device.	N/A	The Serial Number of the device.
Problem Description	A description of the incident specified by the device	N/A	Set by the JUNOS system
Release	Release of JUNOS software running on the device	N/A	Set by the JUNOS system
Version	Version of JUNOS software running on the device	N/A	Set by the JUNOS system
Email List	List of Partner Controller E-mail addresses for an incident.	0 – 65535 characters	Default E-mail Address list (Set in the Organization Page)
(AIM Partner Controller) Customer EMail List	List of end customer e-mail addresses to be sent a message when a case is submitted to the partner.	N/A	List of E-mail Addresses sent from the end customer for the incident.
Received	Time that the incident was detected by AIM	Date and time	N/A
Owner	User that has currently been assigned ownership of this incident	Any valid user login for AIM	Bland
Owner Status	Incident owner’s status regarding the resolution of the incident	Unassigned, Assigned, In progress, and Completed	Unassigned
Flagged to Users	List of users to which the current incident has been flagged or notified	N/A	Blank
(AIM Partner Controller) Partner Communication	Displays whether information has been sent to the End Customer AIM, and whether it has been received.	Initial, Sent to Customer, Received by Customer	Initial

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 reccurring. For more information about the JMB, see JMB Contents.

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

From My AIM Home or Incident Manager, click the incident synopsis link. The Incident detail page appears.
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:

From the Incident Manager table, click an incident Synopsis link. The Incident Detail page appears.
From the Owner drop-down list box select an AIM user.
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:

From the Incident Manager table, click an incident Synopsis link. The Incident Detail page appears.
From the Owner Status drop-down list box select a status option—Unassigned, Assigned, In Progress, or Completed.
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:

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

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