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About the Support Insights Page

The Support Insights page provides dashboards that deliver data-driven insights into the operational health of devices in your organization. These insights help you monitor issues, understand device status, and take preventive or corrective actions.

To access Support Insights, navigate to Organization > Support Insights or Organization > Inventory > Installed Base > Support Insights.

If you want to access device-specific insights, navigate to the Installed Base (Organization > Inventory > Installed Base) page.

Note:

  • To view data in the support insights dashboard, ensure that at least one Juniper account is linked to the organization or there are onboarded devices in the organization. Otherwise, the dashboard will appear blank.

  • Support insights for an onboarded device are available only in the organization to which it is onboarded.

The following sections describe the dashboards available on the Support Insights page.

Currently, the Support Insights page supports only the Alarms dashboard.

Note:

The dashboards are refreshed every 24 hours.

Alarms Dashboard

Devices trigger alarms when an abnormal event prevents them from functioning optimally.

The Alarms dashboard provides detailed information on the alarms generated on the devices onboarded to the organization.

Use the dashboard to:

  • Monitor alarms generated on onboarded devices
  • Identify issues based on severity and device model
  • Prioritize remediation actions to minimize downtime
  • Export dashboard data as CSV for offline analysis

To access the Alarms dashboard, navigate to Organization > Support Insights > Device Health > Alarms.

Note: Alarms generated by onboarded devices appear in the Alarms dashboard after 24 hours.

You can filter data based on the following parameters:

The Alarms insights panel summarizing the number of devices grouped by device type, along with a color-coded legend for filtering devices based on the alarm severity. All elements in the panel are interactive and can be used to filter the table data.

  • The total number of devices grouped by device model.

    For example, MX240-AC and MX240-DC is grouped under MX240.

    Click a device model to filter data for that device model.

  • You can filter data based on alarm severity.

    The severity levels are:

    • Major—Indicates a critical condition on the device and requires immediate action to prevent further service disruption.

    • Minor—Indicates a non-critical condition on the device but requires monitoring or maintenance to prevent potential service disruption.

    Click a severity level to filter alarms based on the severity.

Use the Alarm table for detailed report on the Alarms. For field descriptions, see Table 1.

Table 1: Fields on the Alarms Table
Field Description
Model

Device model.
Serial Number

Unique ID mapped to the device.
Assured

Service level to which the device is onboarded.

Hover over the checkmark icon to view the states.

  • Blue checkmark—Indicates that the device is onboarded to the Assured service level.

    This service level includes access to the JSI experience.

  • Grey checkmark—Indicates that the device is onboarded to the JSI service level only.

Note: The field appears blank for devices not onboarded to the organization.
Device Host Name

Hostname of the device on which the alarm occurred.
Alarm Status

Status of the issue that raised the alarm.

  • Active—Alarm is still active and requires attention.

  • Clear—Alarm is not active. It is either fixed or closed by the device.
Last Reported Date when the alarm was last raised.
Alarm Time Local

The local time at which the alarm was recorded.

The time is adjusted to the local time zone of the system or the user viewing the report.
Class

The severity level of the alarm.

The options are:

  • Major—Indicates a critical condition on the device and requires immediate action to prevent further service disruption.

  • Minor—Indicates a non-critical condition on the device and requires monitoring or maintenance to prevent potential service disruption.

Description

A short description of the issue that triggered the alarm.

Tasks You Can Perform

You can perform the following tasks from this page:

  • Modify table settings—Click the column settings icon on the top-right corner to show, hide, and reorder the columns so that the table shows exactly the information that you want to see.

    In the Table Settings window, you can:

    • Select or clear column checkboxes

    • Drag columns to reorder them

    • Use the search box to quickly locate a column

    • Use Select All or Deselect All as needed

    • Click Close to apply changes

  • Access the Installed Base inventory—Click Installed Base Inventory to navigate to the Installed Base page. From this page, you can onboard devices to cloud and view device-specific support insights, including security vulnerabilities and bug notifications.

  • Export details of all the devices in CSV format—To export details of all devices, on the respective tab, click Download CSV at the top-right corner. The details are exported to a CSV file that you can download to your local system.

    Note:

    If you open the downloaded CSV file with Microsoft Excel on a Mac computer, any non-English characters in the file might appear as special characters. To prevent this issue, follow the steps below:

    1. Open a new Excel file and then select File > Import > CSV File > Import.

    2. Select the file to be opened and then click Get Data.

      The Text Import Wizard window appears.

    3. Select Unicode (UTF-8) as File Origin.

    4. Click Finish.

  • Enter the keyword in the search box to filter data based on keyword.