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Viewing a Case in Case Manager

 

You can view the details of a case submitted to JSS or Service Now partner in the Juniper Networks Case Manager. To view case details in the Case Manager, you must first have a user ID and password for the Juniper Networks Customer Support Center (CSC). You can request for a user ID and password at https://www.juniper.net/customers/support/ or by contacting Juniper Networks Customer Care.

Note

This feature is not available if Service Now is in offline mode.

You can view a case in Case Manager by using Service Now in the following two ways—By using the Incidents task or by using the View Tech Support Case or View End Customer Case task

To view a case in Case Manager:

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

    The Incidents page appears.

    Alternatively, you can also select Service Central > View Tech Support Cases..

    The View Tech Support Cases page appears.

    In a Service Now operating in Partner Proxy mode, if you want to view an end-customer case in Case Manager, select Service Central > View End Support Cases.

    The View End Customer Cases page appears.

  2. On the Incidents page, select the incident for which you want to view details of the associated case in the Case Manager, and select View Case in Case Manager from either the Actions list or the right-click menu.Note

    If the View Case in Case Manager link is not enabled on the Incidents page, verify whether a case is created for the incident.

    On the View Tech Support Cases or View End Customer Cases page, select the case that you want to view in Case Manager and select View Case in Case Manager from either the Actions list or the right-click menu.

    The Juniper Networks Login page appears.

  3. Enter your username and password and click Login.

    The JSS Case Manager displays the case details.