About the Support Insights Page

Prerequisites

To view the support insights dashboards, ensure that the following prerequisites are met:

• To gain access to customer-centric information in the support insights dashboards, users must validate their identity. Users are granted access only to the customer-centric information that they are entitled to access. For more information, see Validate Your Juniper Account.

The following sections describe the different types of dashboards you can access from the Support Insights page:

Assets and Contracts Dashboard

You can use the Assets and Contracts dashboard to gain visibility into your Juniper assets, evaluate their support contracts, and efficiently track them.

To access the Assets and Contracts dashboard from the Support Insights page, navigate to Organization > Support Insights > Assets & Contracts.

You can filter data based on the following parameters:

• The total number of devices grouped by device type.

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

• The support contract information for your devices.

  • Contract Status—Displays the percentage distribution of active, EOS, service available, and declined support contracts.

    Select a contract status type to filter data based on that status type. For more information on the types of status, see Support Contract Status.

  • Contract Type—Displays the percentage distribution of purchased support contracts grouped by contract type. For more information on the contract types, see Contract Type.

    Select a contract type to filter data based on that contract type.

  • Contract Expiration—Displays the percentage of expired contracts and the contracts that expire in less that 3 months, in 3 to 6 months, in 6 to 12 months, and after 12 months.

    Select an expiration time range to filter data based on that time range.

For field descriptions, see Table 1.

Hardware Lifecycle Dashboard

The Hardware EOX dashboard displays a summary report on the hardware End of Life (EOL) and End of Support (EOS) lifecycle of all the Juniper Networks devices linked to the organization.

To access the Hardware EOX dashboard from the Support Insights page, navigate to Organization > Support Insights > Hardware EOX.

You can filter data based on the following parameters:

• The total number of devices grouped by device type.

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

• Displays the percentage of devices that have reached their hardware End of Life (EOL) and the percentage of devices whose hardware EOL is in less that 3 months, in 3 to 6 months, in 6 to 12 months, and whose EOL is after 12 months.

  Select a hardware EOL time range to filter data based on that time range.

• Displays the percentage of devices that have reached hardware End of Support (EOS) and the percentage of devices whose hardware EOS is in less that 3 months, in 3 to 6 months, in 6 to 12 months, and whose EOS is after 12 months.

  Select a hardware EOS time range to filter data based on that time range.

For field descriptions, Table 2.

Software Lifecycle Dashboard

The Software EOX dashboard displays a summary report on the End of Engineering (EOE) and end of support (EOS) lifecycle of the software installed on all the devices onboarded to the organization.

To access the Software EOX dashboard from the Support Insights page, navigate to Organization > Support Insights > Software EOX.

You can filter data based on the following parameters:

• The version of Junos OS installed on the devices grouped based on the major releases.

  Click a software version to filter devices by the software version installed.

• The total number of devices grouped by device type.

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

• Displays the percentage of devices that have reached their End of Engineering (EOE) date and the percentage of devices whose software EOE is in less that 3 months, in 3 to 6 months, in 6 to 12 months, and whose EOE is after 12 months.

  Select a software EOE time range to filter data based on that time range.

• Displays the percentage of devices that have reached their software EOS and the percentage of devices whose software EOS is in less that 3 months, in 3 to 6 months, in 6 to 12 months, and whose EOS is after 12 months.

  Select a Software EOS time range to filter data based on that time range.

For field descriptions, see Table 3.

Security Vulnerabilities Dashboard

Juniper Networks Security Incident Response Team (SIRT) issues advisories to inform you about security vulnerabilities and available fixes for Juniper Networks products and services.

To access the SIRT dashboard from the Support Insights page, navigate to Organization > Support Insights > SIRT.

The SIRT dashboard displays a summary report on the security vulnerabilities advisories published by the SIRT team for the Juniper Networks devices onboarded to the organization. Use the dashboard to view the list of devices to which the advisories apply, assess the impact and severity of the vulnerability, view recommended actions to mitigate the risk, and so on.

The SIRT insights panel provides you an overview of the security vulnerabilities impacting your organization's onboarded devices. This interactive panel helps you identify which devices are at risk, prioritize security patching, understand where the risk is concentrated, and take targeted action. Use the different filters to pivot the report and get focused insights into the vulnerabilities impacting your devices.

You can filter data based on the following parameters:

• Product— Displays the device models in your inventory that are affected by security vulnerabilities. Helps you identify which device models are the most affected by vulnerabilities.

  The row displays the top three device models with the highest number of SIRTs. Remaining models are grouped under Others. The Total column displays the overall count.

  Entries are sorted in descending order based on the number of devices per model affected by security vulnerabilities. Each entry shows device count (in units and percentage of total) and number of associated SIRTs for each model.

  Click a model to filter security vulnerabilities specific to that model.

• SW Release—Displays the Junos OS release version running on the affected devices. Helps you track which OS version is running on the affected devices.

  The row displays the top OS releases with the highest number of SIRTs. Remaining releases are grouped under Others. The Total column displays the overall count.

  Entries are sorted in descending order based on the number of devices per release with associated security vulnerabilities. Each entry shows the device count (in units and percentage of total) and number of associated SIRTs.

  Click any release to filter SIRTs advisories specific to that version of Junos OS.

• SIRTs by Age—Displays the distribution of SIRTs based on their publication age. This helps you assess how long vulnerabilities have existed and whether older advisories are still impacting your devices.

  Select a time range to filter the advisories published within that period.

• SIRTs by Severity—Displays the percentage of security vulnerabilities impacting the devices grouped by severity: Critical, High, Medium, and Low. The percentage indicates how much of your inventory is affected by each severity level.

  This helps you sort vulnerabilities by severity, identify what percentage of your inventory is impacted by vulnerabilities, and focus on remediating the most critical vulnerabilities.

  Click a severity level to filter advisories based on that level.

For field description, see Table 4.

Click a SIRT advisory to view detailed information about the advisory in a side panel. From the panel, you can click View SIRT Details button to navigate to the security bulletin in the Juniper Support Portal.

Proactive Bug Notifications Dashboard

Juniper Networks notifies you about known software issues through Proactive Bug Notifications (PBNs). Each PBN includes information such as bug description, impact level, affected devices, and software releases in which the issue is resolved.

To access the PBN dashboard from the Support Insights page, navigate to Organization > Support Insights > PBN.

The PBN dashboard displays a summary report on the known software issues that impact Juniper Networks devices onboarded to the organization. Use the dashboard to view the list of devices impacted by the issue, severity rating assigned to the issue, its potential impact, possible fixes or workarounds to address the issue, and so on.

The PBN insights panel provides you an overview of the known issues impacting your organization's onboarded devices. This interactive panel helps you identify high-risk devices, understand the scope of impact, prioritize troubleshooting, and schedule maintenance and upgrades. Use the different filters to pivot the report and perform targeted investigation into the issues impacting your devices.

You can filter data based on the following parameters:

For field description, see Table 5.

• Product—Displays the device models in your inventory most affected by known issues. Helps you identify which device models are the most affected by known issues.

  The row displays the top three device models with the highest number of known issues. Remaining models are grouped under Others. The Total column displays the overall counts.

  Entries are sorted in descending order based on the number of affected devices per model. Each model shows model’s device count (in units and percentage of total) and number of associated PBNs.

  Click a model to filter known issues affecting that model.

• SW Release—Displays the Junos OS release versions running on the affected devices. Helps you track which OS version is running on the affected devices.

  The row displays the top OS releases with the highest number of known issues. Remaining models are grouped under Others. The Total column displays the overall counts across all releases.

  Entries are sorted in descending order based on the number of affected devices per release. Each version shows the device count (in units and percentage of total) and the number of associated PBNs.

  Click a release to filter known issues by that specific Junos OS version.

• PBN by Customer Risk—Lists the percentage of known issues grouped by severity: Critical, Major, and Minor.

  This helps you sort known issues by severity, identify what percentage of your inventory is impacted by the issues, and plan upgrades.

  Click a severity level to filter PBNs based on that rating.

Click a PBN to view detailed information about the issue in a side panel.

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. The dashboard enables you to monitor alarms, their severity, and the root cause for the alarms.

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

You can filter the data by device model and severity (major or minor) to quickly identify the most critical issues impacting your devices. This helps you prioritize remediation efforts, minimize downtime, and mitigate the impact of the issues on network performance.

You can filter data based on the following parameters:

• 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 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 but requires monitoring or maintenance to prevent potential service disruption.

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

For field descriptions, see Table 6.

Tasks You Can Perform

You can perform the following tasks from this page:

• Integrate your Juniper resources with your organization—To enable the correlation of device information maintained within Juniper’s support databases to your Juniper Support Insights experience, you must associate your organization with your Juniper support resources. Click Add Juniper Account button and enter your Juniper registered credentials (created through the Juniper Support Portal), to link your Juniper assets to your organization.

  You can also link your Juniper assets with your organization from the Organization Settings page (Organization > Settings). For more information, see Integrate Your Juniper Support Resources to Your Organization.

• Validate your Juniper account; see Validate Your Juniper Account.

• 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.

• Click the hamburger icon on the top-right corner and select the columns to be displayed in the table.

Field Description