open, view, and manage cases
TRANSCRIPT
© 2021 Juniper Networks 1Juniper Public
View Case List
Open, View, and Manage Cases
Select the Cases tab at the top of the page.
© 2021 Juniper Networks 2Juniper Public
View Case List
Open, View, and Manage Cases
• The Case List View page displays all cases that are visible to you.• The List View drop-down menu is set to Recently Viewed by default.• Click the List View drop-down menu to view All Closed/Open Cases or other views.
© 2021 Juniper Networks 3Juniper Public
Open/Create A Case
Open, View, and Manage Cases
Click Create Case.
© 2021 Juniper Networks 4Juniper Public
Open/Create A Case
Open, View, and Manage Cases
On the New Case page:• Select Admin if you have a non-technical issue.• Select Tech if you are facing a software or hardware issue.• Select Tech PAYG Cloud if you are facing an issue with a product purchased from a cloud seller such as
Amazon.• Click Next.
© 2021 Juniper Networks 5Juniper Public
Open/Create A Case (cont.)
Open, View, and Manage Cases
• In the New Case: Tech page, select the case Priority based on the critical level of the issue.
• Select the required contact method from the Initial Follow-up Method drop-down menu.
• Enter a contact number in the Preferred Callback Telephone Number field.
If you’re facing a severe outage due to the issue, then selectP1 – Critical priority. If your issue does not need immediate attention, then select P4 – Low.
© 2021 Juniper Networks 6Juniper Public
Open/Create A Case (cont.)
Open, View, and Manage Cases
• Enter a short summary about the inquiry in the Summary field• Enter the detailed information about the inquiry in the Description field and click Next.
© 2021 Juniper Networks 7Juniper Public
Open/Create A Case (cont.)
Open, View, and Manage Cases
A valid Serial Number or Software Support Reference Number is required to open a Tech case.
• Enter the Serial #/ Software Support Reference # and click the green arrow. • The Product Series and Platform fields are auto-populated. Click Finish.
© 2021 Juniper Networks 8Juniper Public
View Case
Open, View, and Manage Cases
Select the desired case from the Case List View page to view the case record.
© 2021 Juniper Networks 9Juniper Public
View Case
Open, View, and Manage Cases
• A quick summary of the case is displayed in the top section of the Case Details.• The Details tab displays details related to the case such as, Case Overview, Account Name, and Status.
© 2021 Juniper Networks 10Juniper Public
Manage Case – Posts & Actions
Open, View, and Manage Cases
Once the case is created, you can perform any of these activities to manage the case.
• Click the Posts & Actions tab. • Click Share an update in the Post sub-tab to create a post.
© 2021 Juniper Networks 11Juniper Public
Manage Case – Posts & Actions
Open, View, and Manage Cases
•Enter the required text in the field to write a post.•Enter @ or # followed by the name to tag specific people or group to your post•Click the Attachment button to add an attachment.•Press Enter on your keyboard to post.
© 2021 Juniper Networks 12Juniper Public
Manage Case – Escalate Case
Open, View, and Manage Cases
• Click the Escalate The Case sub-tab. • Select reason from Escalate Reasons options.• Enter your issue in the text box, your Country, and your Phone number, and click Next.
© 2021 Juniper Networks 13Juniper Public
Manage Case – Change Priority
Open, View, and Manage Cases
• Click the Change Priority sub-tab.• You can click each of the options in Priority Choices to learn more about which Priority to select. • Click Next.
© 2021 Juniper Networks 14Juniper Public
Manage Case – Request Case Close
Open, View, and Manage Cases
• Click the Request Case Close sub-tab.• In the Add Comments field, enter closure reason. • Select Yes in Are You sure you want to close the case? field. • Click Next. The closure request is sent to the Agent.
© 2021 Juniper Networks 15Juniper Public
Manage Case – Related
Open, View, and Manage Cases
View all Related RMAs, Related Cases and Watch Lists under the Related tab.
© 2021 Juniper Networks 16Juniper Public
Manage Case - Attachments
Open, View, and Manage Cases
• Click the Attachments tab. • All the attachments related to the case are displayed here. • Click the Attach button to attach file to the case.• Click the Recycle bin button to delete file from the case. • Click the article link, KB23337, for instructions on using SFTP to upload large files to a case.