Downloading the Additional Information Collected for a Technical Support Case
You can download the additional information collected for a technical support case from the Collect Additional Information Attachment Details tab of the Tech Support Case Summary page. The Collect Additional Information Attachment Details tab of the Tech Support Case Summary tab 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 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
Remarks, if any, for the additional information collected
To download the additional information collected for a technical support case:
- On the Service Now navigation tree, select Service
Central > View Tech Support Case.
The View Tech Support Cases page appears.
- Double-click the case for which you want to download additional
The Tech Support Case Summary page appears.
- Click the Collect Additional Information Attachment
Details tab and then click the Download all additional
command attachments link.
Service Now generates a compressed file, in
*.zipformat, that contains outputs of the additional commands.
- Download the attachment and save it on your local system.