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Submitting an Incident to Juniper Support Systems or Service Now Partner

 

Junos Space Service Now provides the Submit Case option in the Actions list of the incidents page to submit an incident to Juniper Support Systems (JSS) or Service Now partner (in End Customer mode) for creating a case. After you submit an incident, Service Now changes the incident status to Submitted. For Service Now operating in the End Customer mode, the incident is submitted to the Service Now partner. The Service Now partner can submit the incident from the end customer to JSS.

If you have an auto submit policy configured to submit an incident for opening a case, Service Now submits the incident immediately after the incident is created. Starting with Service Now Release 17.2R1, Service Now provides the option Minimum Incident Submission Delay Time (In Mins) for configuring the time after which the incident should be submitted for creating a case. By configuring a time to delay submitting an incident, you can choose not to submit the incident until the time delay.

Note

Service Now displays the Submitted status in red if an error or exception has occurred while submitting the incident to JSS or Service Now partner. If you place the cursor on Submitted, a tool tip displays the error message.

An error or exception can occur while submitting an incident when there is an issue with Customer Relationship Manager (CRM) in JSS; for example, CRM is down for maintenance. The Submitted status is automatically displayed in black when the CRM becomes functional.

When a case is created by JSS, the status changes to Created and a case ID is generated for the incident.

Before an incident is submitted from Service Now to JSS, the synopsis of the incident is tagged in the Service Now database to indicate whether it is an on-demand or a Return Materials Authorization (RMA) incident generated by AI-Scripts or Service Now. The synopsis of an incident generated by an event on the device is not tagged. An incident is submitted to JSS with one of the following tags:

  • Event indicates the incident was generated due to an event in a device.

  • On Demand indicates on-demand incidents generated by Service Now

  • Event RMA indicates RMA incidents detected by AI-Scripts

  • Event (low end) indicates

  • On Demand RMA indicates on-demand RMA incidents generated by Service Now

You can submit incidents to JSS as soon as a JMB is received from the device, without downloading attachments from the JMB. Service Now automatically uploads the JMB attachments to the related case after collecting them from the device.

To submit an incident to JSS:

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

    The Incidents page appears.

  2. On the Incidents page, select the incident that you want to submit to JSS.
  3. From the Actions list, select Submit Case. Alternatively, right-click the incident and select Submit Case.

    Figure 1 displays the Submit Case Options page cropped up to the Add Comments to the Description field.

    Note

    The Submit Case action is disabled when you select an incident that is already submitted.

    Figure 1: Submit Case Options Page
    Submit Case Options Page
  4. Under Email List, click the Enter Email Id field to enter an e-mail ID in the user@example.com format.
  5. (Optional) To add multiple e-mail IDs or delete them, use the Add Email and Delete buttons, respectively.
  6. (Optional) Click Modify to modify the existing site ID or username. Note

    Site ID and User Name can be modified only if Service Now is operating in the Direct or Partner Proxy mode. In End Customer mode, Site ID and Username fields are not visible on the Submit Case Options page.

    The Make Selection to Change Site ID or User dialog box appears.

    The site ID can be modified in two ways:

    • For the same username:

      1. Click Default Org.
      2. Select a site ID from the Site ID list
      3. (Optional) Select the Save As Default User For Incident Submission check box if you want to submit incidents for that site only for the selected user .
    • For a new user:

      1. Click User Name.
      2. In the Username field, enter the username to log in to the organization.

        The username is provided by Juniper Networks or a Juniper Networks partner.

      3. In the Password field, enter the password to log in to the organization.

        The password is provided by Juniper Networks.

      4. Click the Get Sites link.

        The Site ID list displays a list of site IDs associated with the user name.

      5. Select the required site ID.
  7. (Optional) In the Make Selection to Change Site ID dialog box, select the Save As Default User For Incident Submission check box if you want the new site ID to be set as the default site ID.

    This new site ID and username are displayed by default when you log in next time to submit new incidents.

  8. Click OK to save the changes and go back to the Submit Case Options page. Click Cancel if you do not want to implement the changes.
  9. (RMA incident only) If you are submitting an RMA incident, on the Submit Case Options page, you must select an Address Group.

    The Ship-to Address field is populated automatically based on the selected address group.

    By default, in case of Direct, Partner Proxy, or End Customer modes, the Address Group field displays the address group values present in the system. The values displayed in the Address Group and Ship-to Address fields are determined by the following:

    • In End Customer and Direct modes, the value displayed in the Address Group and Ship-to Address fields depend on the association between the device and address group. If a user has associated the device with an address group before the incident took place, then the value is preselected in the Address Group field. In case a user associates the device with an address group after the incident took place, then the Location and Ship-to Address fields display None. If needed, you can create a new address group and associate it with the device or you can select any other configured address group for creating a case.

    • For an end-customer device, in the Partner Proxy mode, the Address Group and Ship-to Address fields are prepopulated with the address group sent by the end-customer and the address group present in the system for opening a case. The Service Now partner has the option of changing this value to an address group present in their system.

    • If the Service Now partner has associated an address with the end-customer device, then that address is displayed in the Address Group and Ship-to Address fields instead of the address provided by the end-customer.

    • If a device is not associated with an address group, None is displayed in the Address Group field for that device.

    The address group selected on the Submit Case page is submitted as the shipping address to the Service Now partner.

  10. Select the method for follow up on the case from the Follow Up Method list. The available options are Email Full Text Update, Email Secure Web Link, and Phone Call.
  11. Enter a customer tracking number in the Customer Tracking Number field.

    The customer tracking number can be any random text or number that you provide to track your case.

    Note

    Steps 4 through 11 are applicable only when you run Service Now in Partner Proxy or Direct mode.

  12. Select the priority of the case from the Priority list.

    The available options are Critical, High, Medium, and Low. The default priority is Medium.

  13. (Optional) In the Minimum Incident Submission Delay Time (In Mins)field enter the number of minutes by which you want Service Now to delay submitting the incident for creating a case.

    You can delay submitting an incident by 1 – 21600 minutes.

  14. (Optional) Add your comments in the Add Comments to Synopsis field.

    If you are submitting On-demand or Off-Box incidents to JSS, you can edit the default content in the Synopsis field.

  15. (Optional) Add your comments in the Add Comments to Description field.

    Ensure that your comments contain fewer than 1028 characters.

    In Partner Proxy mode, a table listing core files for the incident is displayed below the Add Comments to Description field.

    The columns in the table are described as follows:

    • Core Files—Complete path to the core file, including the name of the core file

    • Core File Size(in bytes)—Size of the core file, in bytes

  16. Select one or more core files to upload.

    The core files are uploaded after the case is created for the incident.

  17. (Optional) To delete core files from the router after you have uploaded the core files, select the Delete Core Files from Router after Uploading check box.
  18. (Optional) To view the hardware components in the device, click the Select Device Components link next to the Synopsis field.

    The Device Physical Inventory Components page appears.

  19. Select the device components for which you want to request RMA incidents and click Submit.
  20. In the Problem Description field, enter information about the device components (part number, version, part description, part serial number, and so on).
  21. Click Submit.

    A Job Information dialog box that appears displays the job ID.

    Click the job ID to go to the Job Management page. You can monitor the status of the job from this page.

  22. Navigate back to Service Central > Incidents.

    The Incidents page appears.

  23. On the Incidents page, click the RMA incident that you requested and select Submit Case from the Actions menu. Alternatively, right click the RMA incident and select Submit Case.

    The Submit Case Options page appears.

  24. Verify the information on the page and click Save to save your settings in the Service Now database and go back to the Incidents page.
  25. Click Submit to submit the selected incident to JSS.

    The Incidents page appears. The Incidents page displays the submission status in the Status column as Submitted.

When a case is created for the incident in JSS, the status of the incident changes to Created and a case ID is generated.