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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:

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

    The View Tech Support Cases page appears.

  2. Double-click the case for which you want to download additional information collected.

    The Tech Support Case Summary page appears.

  3. 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 *.zip format, that contains outputs of the additional commands.

  4. Download the attachment and save it on your local system.