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Associating an Incident with an Existing Case

Starting Junos Space Service Now Release 17.1R1, you can associate a new incident with technical support cases that are not closed. When an incident is associated with a case, the ID of the case is displayed in the Case Details tab of the Incident Details page and the Incidents page displays the Status of the incident as Case Associated along with the case ID with which the incident is associated. The attachments and log files of the incident are uploaded to Juniper Support System (JSS) or Service Now partner (in case of End Customer mode) and associated with the related case.

Note:

To associate an incident with a case, the case should not be in the Closed state.
An incident created for a BIOS JMB cannot be associated with a case.
Once an incident is associated with a case, the association cannot be undone.
An incident in one domain can be associated with a case assigned to another domain. A case can be associated with multiple domains.
When an incident (I1) is associated with a case that is created by submitting another incident (I2), the incident I1 is deleted or purged when incident i2 is deleted or purged.

To associate a new incident with an existing case:

In the Service Now navigation tree, click Service Central > Incidents.
The Incidents page appears.
Select the incident that you want to associate with an existing case.
Select Associate Case from the Actions or right-click menu.
The Associate Case ID dialog box appears as shown in Figure 1.
Figure 1: Associate Case ID Dialog Box
In the Case Id text field, enter the Case ID with which you want to associate the incident.
Note: To associate an incident with a case, the case should be listed in the Technical Support Cases page and not closed.

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Associating an Incident with an Existing Case

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Modified: 2017-06-06