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Technical and End Customer Support Cases

 

Service Now Technical Support Cases 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 (Service Central > Tech Support Case) 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.

Starting in Service Now Release 15.1R1, the Site ID and Device Name columns are provided on the View Tech Support Cases page when Service Now is operating in Partner Proxy and Direct modes to allow filtering cases based on site ID and device name. On the View End Customer Cases page, the Device Name column is provided to filter end-customer cases based on device name.

Figure 109 shows the View Technical Support Cases page.

Figure 109: View Tech Support Cases
View Tech Support
Cases

Starting in Service Now Release 16.1R1, the Case Details page of a Service Now partner displays case notes for the Service Now partner and End Customer Service Now on different tabs.

Table 30 lists the columns displayed on the View Tech Support Cases page:

Table 30: 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 the 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 of the case.

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 (Service Central > View End Customer Cases) of the Service Central workspace. The Service Now partner updates the status of the case to the Service Now end customer.

Figure 110 shows the View End Customer Cases page.

Figure 110: View End Customer Cases Page
View End Customer
Cases Page

Table 31 lists the columns displayed on the View End Customer Cases page:

Table 31: 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 whom the case is created

Possible values are:

  • 1 - Critical

  • 2- High

  • 3 - Medium

  • 4 - Low

Associated Actions

You can perform the following tasks related to tech support and end-customer cases:

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.

Uploading an Attachment to a Case

Service Now provides the Upload Attachment option in the Actions list to upload a file, for example, a text, image, or binary file, as an attachment to a case created in Juniper Support Systems (JSS). Only one file can be uploaded at a time. To upload more than one file, compress the files and upload. The attachments you upload are not stored in Service Now; but, details such as name, type of file, size, and time of upload are stored. However, attachments uploaded by an end customer are stored in Service Now partner.

Note

We recommend that you limit the size of an attachment to be uploaded to 1 GB and use Secure Copy Protocol (SCP) to upload files of size 1 GB.

To upload a text or binary attachment to an incident:

  1. On the Service Now navigation tree, select Service Central > View Tech Support Cases.

    The View Tech Support Cases page appears.

  2. Select the technical support case for which you want to upload an attachment.
  3. From the Actions list, select Upload Attachments. Alternatively, right-click the case and select Upload Attachments.

    The Upload Attachment dialog box appears as shown in Figure 111 .

    Figure 111: Upload Attachment Dialog Box
    Upload Attachment Dialog Box
  4. Under Attachment Upload Options, do one of the following:
    • Upload an attachment by using HTTP.

      To upload an attachment by using HTTP:

      1. Click Upload via HTTP.
      2. Click the Browse button to browse for the attachment file and click Upload.

        The attachment is uploaded to the incident.

    • Upload an attachment by using Secure Copy Protocol (SCP).

      To upload an attachment by using SCP:

      1. Click Upload via SCP.
      2. Enter the details of the local machine hosting the attachment as follows:
        • Username: Enter your username for the local machine.

        • Password: Enter your password for the local machine.

        • Confirm Password: Retype your password.

        • Machine IP: Enter the host IP address of the local machine from which you want to upload the attachment.

        • Software File Path: Specify the file path to access the Service Now image file on the local machine.

      3. Click Submit.

        Service Now starts uploading the attachment and the File Upload Job dialog box displays the progress of the upload job. Close the dialog box after the job is complete.

Release History Table
Release
Description
Starting in Service Now Release 16.1R1, the Case Details page of a Service Now partner displays case notes for the Service Now partner and End Customer Service Now on different tabs.
Starting in Service Now Release 15.1R1, the Site ID and Device Name columns are provided on the View Tech Support Cases page when Service Now is operating in Partner Proxy and Direct modes to allow filtering cases based on site ID and device name. On the View End Customer Cases page, the Device Name column is provided to filter end-customer cases based on device name.