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Updating an End-Customer Case


In Partner Proxy mode, Junos Space Service Now provides the End Customer Cases option to submit an end-customer incident to create a case


This action is enabled only when the status of the end-customer case is open.

To update an end-customer case:

  1. From the Service Now navigation tree, select Service Central > Incidents.

    The Incidents page displays the list of incidents.

  2. Select the end-customer incident for which you want to create a case, and select End-Customer Case from either the Actions list or the right-click menu.

    The End-Customer Case dialog box appears as shown in Figure 1.

    Figure 1: End-Customer Cases Dialog Box
    End-Customer Cases Dialog Box

    This End-Customer Case action is enabled only if you select an end-customer incident.

  3. Modify the case details as necessary.
  4. Click Submit.

    The case is updated and sent to the Service Now end-customer.