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    Generating an RMA Incident for a Device

    You can use the Off-Box feature in Service Now to generate Return Materials Authorization (RMA) incidents for a device. With the Off-Box feature, Service Now generates RMA incidents using the preloaded directive.rc file. Currently, this feature is not supported on devices that are not associated with a device group. If Service Now operates in Partner Proxy mode, this feature is disabled for devices belonging to end customers.

    To generate an RMA incident for a device:

    1. From the Service Now navigation tree, select Administration > Service Now Devices.

      The Service Now Devices page appears.

    2. On the Service Now Devices page, select the device for which you want to generate an RMA incident.
    3. From the Actions menu, select Device Operations > Request RMA. Alternatively, right-click the device and select Request RMA.

      Note: Currently, Service Now supports requesting RMA incidents for only one device at a time.

      The Request RMA page appears as shown in Figure 1.

      Figure 1: Request RMA page

      Request RMA page
    4. (Optional) At the top of the Request RMA page, clear the Automatically Submit Case check box if you do not want to submit RMA incidents automatically to Juniper Support Systems (JSS).
    5. (Optional) Clear the Collect Log Files check box if you do not want to collect log files for the RMA JMBs.
    6. (Optional) Clear the Verify CPU Usage if you do not want load average values and ideal time of the CPU to be checked before generating the Request RMA JMBs.

      If the average load and ideal time of the CPU are not within the limits defined in Table 1, the RMA JMBs are not generated and an error message is displayed. Service Now determines the CPU load average from the output of the get-system-uptime-information command and the CPU idle time from the output of the get-route-engine-information command.

      Table 1: Values for CPU Load Average and CPU Ideal Time for generating Off-box On-demand JMBs


      CPU Load Average

      CPU Ideal Time

      MX240, MX480, MX960, MX120, MX320

      < 2

      > 15

      Other Supported Devices

      < 1

      > 15

    7. Under Email List, click the Enter Email Id check box to enter an e-mail ID in the format.
    8. (Optional) To add or delete e-mail IDs, use the Add Email or Delete buttons respectively.
    9. From the Follow Up Method list, select the mode for receiving updates about the case.

      The available options are—Email Full Text Update, Email Secure Web Link, and Phone Call.

    10. From the Priority list, select the priority of the case.

      The available options are—Critical, High, Medium, and Low. The default priority is Low.

    11. In the Synopsis field, enter a synopsis of the RMA incident.

      The maximum number of characters allowed in the Synopsis field is 1028 characters.

    12. In the Problem Description field, enter a description of the RMA incident.

      The maximum number of characters allowed in the Problem Description field is 1028 characters.

    13. Select the address group from the Address Groups list.

      The Address Groups list lists all the address groups configured in Service Now and None. None indicates that no address group is associated with this request.

    14. Enter the address in the Ship-to Address field to which the device components or parts must be shipped.
    15. Click the Select Device Components link.

      The Device Physical Inventory Components page that appears displays the device parts with an option to select device parts or components. You can select and add device parts or components to be included in the Request RMA Parts field.

    16. (Optional) If you want to schedule generating the on-demand incident at a later time, select the Schedule at a later time check box and enter the date and time for the schedule.
    17. Click Submit.

      The selected parts are populated in the Request RMA Parts field. You can verify the contents and then create the incident.

    Modified: 2016-08-11