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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 1 shows the View Technical Support Cases page.

Figure 1: 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 1 lists the columns displayed on the View Tech Support Cases page:

Table 1: 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 2 shows the View End Customer Cases page.

Figure 2: View End Customer Cases Page
View End Customer
Cases Page

Table 2 lists the columns displayed on the View End Customer Cases page:

Table 2: 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:

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.