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Downloading the Additional Information Collected About an Incident

 

You can download the additional information collected about an incident from the Collect Additional Information Attachment Details tab of the Incident Detail page. The Collect Additional Information Attachment Details tab of the Incident Detail page provides the following information and the Download all additional information attachments link to download the attachments:

  • Name of the file containing the additional information

  • Size of the file (in bytes)

  • User who configured the Junos OS commands to be executed for collecting additional information

  • Status of reading the additional information collected on a device

  • Status of uploading the additional information to JSS or Service Now partner

    Note

    Incidents for which a technical support case does not exist, the upload status is displayed as Not Uploaded.

  • Remarks, if any, about the additional information collected for the incident

To download the additional information collected for an incident:

  1. On the Service Now navigation tree, select Service Central > Incidents.

    The Incidents page appears.

  2. Double-click the incident for which you want to download additional information collected.

    The Incident Detail page appears as shown in Figure 1.

    Figure 1: Collect Additional Information Attachment Details Tab on the Incident Details Page
     Collect Additional
Information Attachment Details Tab on the Incident Details Page
  3. Click the Collect Additional Information Attachment Details tab and then click the Download all additional information attachments link.

    Service Now presents the attachments containing outputs of the additional commands in the *.zip format for download.

  4. Download the attachment and save it on your local system.