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• Checking Incident Status Updates    

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• Incidents Overview
• Assigning an Incident Owner

Checking Incident Status Updates

In Service Now, incidents are problem events that are detected in a device. Information about these incidents is sent to the Service Now application. Service Now routinely checks for new incidents. The Service Now Incidents page provides a user interface to view incidents chronologically by organization name and device group.

You can use the Incidents page to submit an incident so that a Juniper Technical Assistance Center (JTAC) case is created. The submission status of the incident is displayed in the Status column in the Incidents page. After you submit the incidents, the status is Submitted. When the case is created by JSS, the status changes to Created and the Case ID appears. Further updates to the incident will change the incident status to Updated.

Service Now provides three ways to check incident status.

• Using Junos Space logs. The Junos Space log of an incident displays a list of the status changes.
• Using notification policies. You can create a notification policy to notify users whenever the status of an incident is updated. For more information about creating notification policies, see Creating and Editing a Notification Policy.
• Using the landing page of Service Central. The My Incidents box, on the landing page of Service Central displays the number of incidents whose status has changed since you last logged in. It also displays other information such as the number of incidents that were flagged to you, the number of incidents that you own, and the number of new incidents that were added since your last log in. To view the landing page of the Service Central, select Service Central from the Service Now task ribbon.