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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 you associate an incident with a case, the status of the incident on the Incidents page is set to Case Associated along with the ID of the case with which the incident is associated. You can also view the ID of the case with which the incident is associated on the Case Details tab of the Incident Details page. The attachments and log files of the incident are uploaded to Juniper Support Systems (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:

  1. In the Service Now navigation tree, click Service Central > Incidents.

    The Incidents page appears.

  2. Select an incident that you want to associate with an existing case.
  3. Select Associate Case from the Actions list or the right-click menu.

    The Associate Case ID page appears as shown in Figure 1.

    Figure 1: Associate Case ID Page
    Associate Case ID Page
  4. 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 the status should not be Closed.

  5. (Optional) Enter a comment when you associate the selected incidents with the case in the Customer Comment text field.

    The incident information together with the customer comment appear as case notes (incident information listed first followed by the customer comment) in Case Manager. Total number of characters allowed in a case note is (incident information and customer comment) is 39000.

  6. Click Submit to associate the selected incidents with the case.

    Service Now associates the incidents with the case and sends the incident information and customer comments to Case Manager as case notes.

    You can verify whether or not the incident is associated with a case by checking the status of the incident on the Incidents page (Service Central > Incidents). The status of the incident should be Case Associated along with the case ID.

Release History Table
Release
Description
Starting Junos Space Service Now Release 17.1R1, you can associate a new incident with technical support cases that are not closed.