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Submitting a Proactive Case

To submit a proactive case to JSS, follow these steps:

Select Proactive Case Manager in the AIM navigation area. The Proactive Case Manager table appears.
On the Proactive Case Management table, click Submit Proactive Case. The Create Proactive Case page appears.
Provide the necessary information to submit a case to JSS. For more information about the information to provide, see Create Proactive Case Page Description.
Click Next Step. The Create Proactive Case - Specify Platforms page appears.

This table only displays devices associated to the organization selected on the Create Proactive Case page.
Select the device platforms that you want to be included in the proactive case. For more information about the Create Proactive Case - Specify Platforms page, see Create Proactive Case - Specify Platforms Table Descriptions.
Click Finish. The proactive case is sent to JSS and saved in the AIM database.

Create Proactive Case Page Description

Create Proactive Case Page Button Description

Table 47 describes the Create Proactive Case page command buttons.

Table 85: Create Proactive Case Page Command Buttons

Button Name	Description	Privileges	Enabled/ Disabled	Results
Cancel	Cancels case submission	Submit Case	Enabled if user has privilege	Navigates back to the Proactive Case Manager page (where Submit Proactive Case was selected).
Next Step	Saves initial parameter values specified	Submit Case	Enabled if user has privilege	Goes to the Create Proactive Case - Specify Platforms page to select the devices to include in the proactive case.

Create Proactive Case Page Field Descriptions

Table 86 describes the Create Proactive Case page fields.

Table 86: Create Proactive Case Page Field Descriptions

Name	Description	Privileges	Range/ Length	Default
Type	Type of Proactive Case. Maps to Issue Sub Type in Case Manager.	Not allowed to modify	N/A	Software Upgrade Assessment
Organization drop-down list box	The component containing the organizations to which the current user has access. Maps to Choose a Site in Case Manager.	Submit Case	N/A	Blank
Synopsis	Textual description of the proactive case. Maps to the Synopsis on the Case Manager page.	Submit Case	200 characters	Blank
Due Date	Date by which the customer needs JSS to respond.	Submit Case	Blank or Valid Date	Blank
Release	Software release the customer wants to find out if the specified platform is compatible with so that the devices of that platform can be upgraded. Maps to Release on the Case Manager page.	Submit Case	Valid release format (for example, 9.1)	Blank
Version	Software version the customer wants to find out if the specified platform is compatible with so that the devices of that platform can be upgraded. Maps to Version on the Case Manager page.	Submit Case	Valid release format (for example R1)	Blank
Problem Description	Comments or questions the user wants to convey to the JSS engineer. Note:When the case is generated, the application generates information to be included in this field: lists the platforms specified, the release to which to upgrade, and the devices impacted with their current software versions. Maps to Problem Description on the Proactive Case page.	Submit Case	65535 characters	Blank
Email List	List of e-mail addresses, separated by commas, to be sent when the case is submitted to JSS. Maps to Additional Email Recipients on the Proactive Case Manager page.	Submit Case	65535 characters	The e-mail list specified for the selected organization.

Create Proactive Case - Specify Platforms Table Descriptions

Create Proactive Case - Specify Platforms Command Button Table Descriptions

Table 87 describes the Create Proactive Case - Specify Platforms table command buttons.

Table 87: Create Proactive Case—Specify Platforms Table Command Button Description

Button Name	Description	Privileges	Enabled/ Disabled	Results
Back	Goes to the Create Proactive Case page when you create a proactive case.	Submit Case	Enabled if user has privilege	Goes back to the page where the initial parameters were specified.
Cancel	Cancels the case submission.	Submit Case	Enabled if user has privilege	Goes back to Proactive Case Manager
Finish	Saves the case in the AIM database and submits the case to JSS Case Manager.	Submit Case	Enabled if user has privilege	If the case was successfully submitted to JSS, the Proactive Case Manager page is displayed (where Submit Proactive Case was initiated), and the new proactive case will be displayed in the Proactive Case Manager table. Any errors will be displayed.

Create Proactive Case - Specify Platforms Table Description

Table 88 describes the Create Proactive Case table columns.

Table 88: Create Proactive Case Page Field Descriptions Clearing a Flag

Name	Description	Privileges
Platform	Platform(s) to be upgraded One of the specified platforms maps to “Platform” in Case Manager. The list of platforms will be included in the Problem Description.	Not allowed to modify
Devices	Comma-separated list of devices that are the specified platform and in the specified organization, which the current user has access to	Not allowed to modify

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