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.
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.