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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.

    Starting Junos Space Service Now 17.1R1 release, you can associate a new on-demand 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 to a case, the case should not be in the Closed state.
    • 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.

    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 Incident check box if you do not want to submit RMA incidents automatically to Juniper Support Systems (JSS) or Service Now partner automatically, or to associate the incident with a technical support case..

      Note: The Automatically Submit Incident check box is selected by default.

    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

      Device

      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 user@example.com 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. Enter the customer tracking number in the Customer Tracking Number field.

      Customer tracking number is user-defined number assigned for tracking incidents and cases.

    11. (Optional) To associate the on-demand incident with an existing technical support case, enter the Case ID in the Associate Case Id field.

      Note: You can associate an on-demand incident with a technical support case only if it is in the open state.

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

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

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

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

    14. 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.

    15. 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.

    16. Enter the address in the Ship-to Address field to which the device components or parts must be shipped.
    17. 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.

    18. (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.
    19. Click Submit.

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

    Modified: 2017-06-06