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Request RMA Incident

 

Use this API to generate Return Material Authorization (RMA) incidents for devices.

URI

https://[host]/api/juniper/servicenow/device-management/devices/{id}/requestRMAIncident ?queue=https://[host]/api/hornet-q/queues/jms.queue.[QueueName] (HTTP method = POST)

URI Parameters

Parameter

Type

Required

Description

QueueName

String

Yes

Name of the request RMA job queue

Consumes

  • application/vnd.juniper.servicenow.device-management.requestrmaincident+xml; version=7;charset=UTF-8

  • application/vnd.juniper.servicenow.device-management.requestrmaincident+json; version=7;charset=UTF-8

Request Elements

Element

Type

Description

followUpMethod

String

Method used to follow up with the case created for the RMA incident

Possible values:

  • EMAIL_FULL_TEXT_UPDATE

  • EMAIL_WEB_LINK

  • PHONE_CALL

For an end-customer Service Now, a value need not be provided for followUpMethod. Any value, if provided, is discarded.

caseCCList

caseCCList

Collection of e-mail ID of users to be notified about the RMA incident

email

String

E-mail id of a user to be notified about the RMA incident

Priority

String

Priority of the incident

Possible values:

  • Critical

  • High

  • Medium

  • Low

synopsisComments

String

Synopsis of the RMA incident

customerComments

String

Comments from user for the RMA incident

createCase

Boolean

Flag to indicate if the RMA incident should be submitted to JSS for creating a case:

Possibel values

  • true—The RMA incident is submitted for creating a case.

  • false—The RMA incident is not submitted for creating a case.

requestRMAParts

String

Device parts for which RMA is requested

collectLogFiles

Boolean

Flag to indicate whether or not log files should be collected for this on-demand incident

Possible values:

  • true—Log files are collected for the on-demand incident

  • false—Log files are not collected for the on-demand incident

verifyCPUUsage

Boolean

Flag to indicate whether or not usage of device CPU must be verified while generating this on-demand incident

Possible values:

  • true—CPU usage is verified

  • false—CPU usage is not verified

associateCaseId

String

ID of the existing case with which an incident is to be associated

caseAssociationCustomerComment

String

Comments provided when associating an on-demand incident with a case

The maximum number of characters allowed is 38000.

Produces

  • application/vnd.juniper.servicenow.device-management.device+xml;version=8

  • application/vnd.juniper.servicenow.device-management.device+json;version=8

Response Elements

Element

Type

Description

href

String

Link to the request RMA job

id

Integer

ID of the request RMA job

Sample Input

Sample XML Input

Sample JSON Input

Sample Output

Sample XML Output

Sample JSON Output

Error Codes

Message

Description

400 Bad Request

  • The device is not associated with any device group.

  • The device Is an end-customer device.

  • The device Is a fabric node (TOR).

  • The device Is a DCF device.

  • The follow-up method specified in the request is invalid.

  • The priority specified in the request is invalid.

  • The e-mail ID specified in the request is invalid.

  • The case ID provided for associating the incident refers to a closed case

  • The case ID provided for associating the incident refers to a case related to BIOS incidents.

404 Not Found

The device specified in the request is not a valid Service Now device.