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    Technical and End Customer Support Cases Overview

    Technical support cases are created in Junos Space Service Now when incidents generated in Service Now are submitted to Juniper Support Systems (JSS) and a case ID is assigned to the incidents. You can view the technical support cases on the View Tech Support page of the Service Central workspace.

    Note: Technical support cases cannot be created when Service Now is operating in Demo mode or Offline mode.

    When Service Now is operating in End Customer mode, Service Now can submit incidents only to Service Now partner for opening a technical support case. Service Now cannot directly connect with JSS for submitting incidents.

    Figure 1 shows the View Technical Support Cases page.

    Figure 1: View Tech Support Cases

    View Tech Support
Cases

    Table 1 lists the columns displayed on the View Tech Support Cases page:

    Table 1: Fields on the View Tech Support Cases Page

    Field

    Description

    Organization

    Organization to which the device, for which the case is created, belongs

    Site ID

    Site ID of organization from which the case was submitted

    This field is not present if Service Now is operating in the End Customer mode.

    Device Name

    Name of the device for which the case is created

    Case ID

    ID of the case

    Device Serial Number

    Serial number of the device for which the case is created

    Time Created

    Date and time the case was created in JSS

    Synopsis

    Synopsis of the incident submitted to create the case

    Case Type

    Type of the case

    Possible values are:

    • Event—Case created for events that occurred on devices
    • Event RMA—Case created for Return Materials Authorization (RMA) events that occurred on devices
    • On-demand—Case created for on-demand incidents
    • On-demand RMA—Case created for on-demand RMA incidents
    • BIOS Health Check—Case created for analyzing BIOS running on devices
    • AIS Health Check—Case created for AI-Scripts health check events on devices
    • Event (Low End)—Case created for events that occurred on low-end devices such as SRX100 and SRX220
    • Other—Case created for events not reported through Service Now

    Priority

    Priority assigned to the incident, by the end customer, for which the case is created

    Possible values are:

    • 1 - Critical
    • 2- High
    • 3 - Medium
    • 4 - Low

    Status

    Status of the case

    A Service Now end customer submits incidents to a Service Now partner. The Service Now partner views the incidents submitted by a Service Now end customer in the Incidents page and, if required, submits them to JSS for creating a technical support case. The Service Now partner can view and track the progress of Service Now end-customer cases in the View End Customer Cases page of the Service Central workspace. The Service Now partner updates the status of the case to the Service Now end customer.

    Figure 2 shows the View End Customer Cases page.

    Figure 2: View End Customer Cases Page

    View End Customer
Cases Page

    Table 2 lists the columns displayed on the View End Customer Cases page:

    Table 2: Fields on the View End Customer Cases Page

    Field

    Description

    Connected Member

    End customer for whom the case is created

    Device Name

    Name of the device for which the case is created

    Case ID

    ID of the case

    Status

    Status of the case

    Device Serial Number

    Serial number of the device for which the case is created

    Time Created

    Date and time the case was created in JSS

    Synopsis

    Synopsis of the incident submitted to create the case

    Case Type

    Type of the case

    Possible values are:

    • Event—Case created for events that occurred on devices
    • Event RMA—Case created for Return Materials Authorization (RMA) events that occurred on devices
    • On-demand—Case created for on-demand incidents
    • On-demand RMA—Case created for on-demand RMA incidents
    • BIOS Health Check—Case created for analyzing BIOS running on devices
    • AIS Health Check—Case created for AI-Scripts health check events on devices
    • Event (Low End)—Case created for events that occurred on low-end devices such as SRX100 and SRX220
    • Other—Case created for events not reported through Service Now

    Priority

    Priority assigned to the incident, by the end customer, for which the case is created

    Possible values are:

    • 1 - Critical
    • 2- High
    • 3 - Medium
    • 4 - Low

    You can perform the following tasks from the View Tech Support Cases page:

    A Service Now partner can perform the following tasks from the View End Customer Support Cases page:

    Modified: 2017-06-08