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Generating an RMA Incident for a Device

 

You can use the off-box feature in Service Now to generate Return Materials Authorization (RMA) incidents for a device. With the off-box feature, Service Now generates RMA incidents using the preloaded directive.rc file. In a Service Now operating in the Partner Proxy mode, you cannot create an RMA incident for end-customer devices by using the off-box feature..

Note

Currently, this feature is not supported on devices that are not associated with a device group.

Starting Junos Space Service Now 17.1R1 release, you can associate a new RMA incident with technical support cases that are not closed. When an incident is associated with a case, the ID of the case is displayed in the Case Details tab of the Incident Details page and the Incidents page displays the Status of the incident as Case Associated along with the case ID with which the incident is associated. The attachments and log files of the incident are uploaded to Juniper Support Systems (JSS) or Service Now partner (in case of End Customer mode) and associated with the related case.

Note
  • To associate an incident to a case, the case should not be in the Closed state.

  • Once an incident is associated with a case, the association cannot be undone.

  • An incident in one domain can be associated with a case assigned to another domain. A case can be associated with multiple domains.

To generate an RMA incident for a device:

  1. From the Service Now navigation tree, select Administration > Service Now Devices.

    The Service Now Devices page appears.

  2. On the Service Now Devices page, select the device for which you want to generate an RMA incident.
  3. From the Actions list or the right-click menu, select Device Operations > Request RMA. .Note

    Currently, Service Now supports requesting RMA incidents for only one device at a time.

    The Request RMA page appears as shown in Figure 1.

    Figure 1: Request RMA page
    Request RMA page
  4. (Optional) At the top of the Request RMA page, clear the Automatically Submit Incident check box if you do not want to submit RMA incidents automatically to Juniper Support Systems (JSS) or Service Now partner, or associate the incident with a technical support case..Note

    The Automatically Submit Incident check box is selected by default.

  5. (Optional) Clear the Collect Log Files check box if you do not want to collect log files for the RMA JMBs.
  6. (Optional) Clear the Verify CPU Usage if you do not want load average values and ideal time of the CPU to be checked before generating the Request RMA JMBs.

    If the average load and ideal time of the CPU are not within the limits defined in Table 1, the RMA JMBs are not generated and an error message is displayed. Service Now determines the CPU load average from the output of the get-system-uptime-information command and the CPU idle time from the output of the get-route-engine-information command.

    Table 1: Values for CPU Load Average and CPU Ideal Time for generating Off-box On-demand JMBs

    Device

    CPU Load Average

    CPU Ideal Time

    MX240, MX480, MX960, MX120, MX320

    < 2

    > 15

    Other Supported Devices

    < 1

    > 15

  7. Under Email List, click the Enter Email Id check box to enter an e-mail ID in the user@example.com format.

    Service Now sends a copy of the RMA incident to the configured e-mail IDs.

  8. (Optional) To add or delete e-mail IDs, use the Add Email or Delete buttons respectively.
  9. From the Follow Up Method list, select the mode for receiving updates about the case.

    The available options are—Email Full Text Update, Email Secure Web Link, and Phone Call.

  10. Enter the customer tracking number in the Customer Tracking Number field.

    Customer tracking number is a user-defined number assigned for tracking incidents and cases.

  11. (Optional) To associate the RMA incident with an existing technical support case, enter the Case ID in the Associate Case Id field.Note
    • You can associate an RMA incident with a technical support case only if the case is in the open state.

    • This field is visible only when the Automatically Submit Incident check box is not selected.

  12. (Optional) Enter a comment for associating the selected incidents with the case in the Customer Comment text field.

    The customer comment along with incident information appear as case notes (incident information listed first followed by the customer comment) in Case Manager. Service Now auto-generates the incident information and sends the incident information and customer comment to Case Manager.

    Total number of characters allowed in a customer comment is 38000.

    Note

    This field is visible only when the Automatically Submit Incident check box is not selected.

  13. From the Priority list, select the priority of the case.

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

  14. In the Synopsis field, enter a synopsis of the RMA incident.

    The maximum number of characters allowed in the Synopsis field is 1028.

  15. In the Problem Description field, enter a description of the RMA incident.

    The maximum number of characters allowed in the Problem Description field is 1028.

  16. Select the address group from the Address Groups list.

    The address group indicates the address to which the replacement part should be shipped.

    The Address Groups list lists all the address groups configured in Service Now and None. None indicates that no address group is associated with this request.

    The Ship-to Address field is auto-populated with the address configured in the selected address group.

  17. Click the Select Device Components link.

    The Device Physical Inventory Components page that appears displays the device parts with an option to select device parts or components. The selected components appear in the Request RMA Parts text box.

  18. (Optional) If you want to schedule generating the RMA incident at a later time, select the Schedule at a later time check box and enter the date and time for the schedule.
  19. Click Submit.

    Service Now initiates a job to create an RMA incident.

    If you have scheduled a time for creating the RMA incident, Service Now initiates the process to create the RMA incident at the scheduled time.

Related Documentation

Release History Table
Release
Description
Starting Junos Space Service Now 17.1R1 release, you can associate a new RMA incident with technical support cases that are not closed.