Using AIM Incident Manager

The Incident Manager provides a view of all incidents received by Advanced Insight Manager. Incidents are problem event Juniper Message Bundles that are detected and deposited in device archive locations. AIM Incident Manager provides a user interface to view incidents alphabetically by organization name and device group. Incident Manager also displays all open JSS Technical Support cases for all Site IDs, The Technical Support user interface is available in both standard and partner controller modes.

Figure 15 shows the flow through which AIM receives incident JMBs and manages them to successful case resolution in a direct customer engagement model.

Figure 15: Incident Flow Diagram for Direct Customer Engagement Model

Juniper Networks devices, configured with specialized AI-Scripts, periodically send incident and intelligence Juniper Message Bundles (JMBs) to a configured archive location. AIM connects to the archive location and periodically receives the incident and intelligence JMBs. Incident Manager displays all of the incident JMBs received. The incident owner sends an incident case ID request to JSS. JSS sends a case ID and opens a case for Juniper engineers to work on a resolution and to send case status back to Intelligence Manager.

For information about the incident data flow for a partner and end-user engagement model, seeIncident Data Flow for Partner and End-User Engagement Model.

To use Incident Manager, you must have AIM admin and AIM ownership privileges.

From Incident Manager, you can:

• Filter the incident data in the data by what you need to view, for example, by defect, device type, device group, or organization
• View statistics that summarize the incident data shown in the table. See Statistics Dashboard Description
• View detailed incident information as described in Viewing Incident Details (Incident for Device).
• Change incident ownership, as described in Assigning an Incident Owner.
• View and change incident status, as described in Changing Incident Owner Status.
• Submit and request a case ID, as described in Submitting a Case Request.
• Flag an incident to a user, as described in Flagging An Incident to a User.
• Clear Flag—Removes the flag from any of the selected Incidents as described in Clearing a Flag.
• View whether an incident has been submitted to Juniper Support Systems (JSS) for a case to be opened to receive a case ID. Submit Case—submits the selected Incident to JSS so that a case will be created. Submitting a case is only valid if only one incident is selected and if that incident has not already been submitted to JSS. See Submitting a Case Request.
• Create 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. See Creating Reaction Policies.
• Delete any selected Incidents. See Changing Incident Owner Status“Deleting an Incident” on page 139.
• View all open JSS Technical Support cases. See Using the Technical Support Tab.

This chapter includes the following sections:

• Incident Data Flow for Partner and End-User Engagement Model
• Using the Incident Manager Tab
• Using the Technical Support Tab