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Using the Technical Support Tab

This section includes the following:

  1. In Incident Manager, click the Technical Support Cases tab. The page appears:

    Image S001277.gif

  2. Click the Refresh button to view the latest cases.
  3. Click the Case ID link to view the case details on the Juniper Networks Case Management page.

    Image S001278.gif

Technical Support Tab Buttons

Table 70 describes the fields on the Technical Support Tab.

Table 70: Technical Support Tab Command Button Descriptions

Button Name

Description

Privileges

Enabled/Disabled

Results

Refresh

Allows the user to perform an on demand update of JSS Technical Support cases.

AIM User

N/A

Retrieves latest information on cases.

Viewing the Technical Support Table

Table 71 describes the columns in the Technical Support table.

Table 71: Technical Support Table Column Descriptions

Column

Description

Range/Length

Default

Site ID

End-user Site ID.

N/A

Priority

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

Created

Shows information for when the case was created.

Date and time

N/A

Case ID

The case ID used by the JSS system. This field provides a link to navigate to the JSS Case Management page.

N/A

Empty until a case is created

Synopsis

Text description of the case.

Date and time

Set by the JUNOS system

Serial Number

      

Status

The status of this case with regards to AIM.

Initial, Submitted, Created, Updated

Sent by JSS
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