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• Modifying Submit Case Options    

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• Incidents Overview
• Submitting an Incident to Juniper Support Systems

Modifying Submit Case Options

For any incident in Service Now, you can modify the submit case settings such as the case priority and the e-mail list associated with the case. You can also add your comments to the description of an incident before you submit it to JSS.

To modify submit case options:

1. From the Service Now task ribbon, select Service Central > Incidents. The Incidents table is displayed.
2. Select the incident whose submit case options you want to modify.
3. Click Modify Submit Case Options from the Actions panel. The Modify Submit Case Options dialog box is displayed.
   
4. To enter an email id click the Enter Email Id field. The email ID should be in the format user@example.com. To add multiple email IDs, and delete, use the Add Email and Delete buttons respectively.
5. To modify the priority of the case, click the Priority drop-down arrow and select one of the options. The available options are: Critical, High, Medium, and Low. The default priority is medium.
6. To add your comments to the problem description of the case, enter your comments in the Add Comments to Description field. The maximum limit for the comments is 1,028 characters.
7. To save your settings in the Service Now database, click Save. Your settings are saved and the Manage Incidents page is displayed.
8. To save your settings in the Service Now database and submit the selected incident to JSS, click Save and Submit. The incident is submitted to JSS and your settings will be saved in the Service Now database. You are taken to the Manage Incidents page.