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[Junos Space] Cannot see case notes under Service Central in Service Now

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Article ID: KB34083 KB Last Updated: 11 Apr 2019Version: 1.0
Summary:

This article explains why case notes are not seen under Service Central > View Tech Support Cases when cases are created via the web portal or via a phone call.

 

Symptoms:

Users will not be able to view case notes on the View Tech Support Cases page in Service Now for cases that have been created via the web portal or via a phone call.

 

Cause:

This is because cases/Service Requests have not been created from the Service Now application.

 

Solution:

This is the expected behavior because Service Now is not a direct case management tool.

Service Now is an incident management application, and only incidents can be created with Service Now. All cases created through Service Now have an associated Service Now incident. No cases created outside Service Now have an incident, and therefore, are effectively invisible to Service Now.

Juniper Support Systems (JSS) typically pull case notes from the internal case management tool. If the cases are not created via JSS, only the "CrmStatus" of the case is pulled from the internal case management tool.

If we check serviceNow.log in DEBUG mode for cases that have not been created via Service Now, we can see logs as shown below:

[snippet]
       <entry>
          <CaseId>2018-1234-1234</CaseId>
          <CaseLink>https://www.juniper.net/casemanager/cmdetails/2018-1234-1234</CaseLink>
          <status>
            <PvsStatus>CASE-NOT-IN-PVS</PvsStatus>
            <PvsAttachmentStatus>NO-ATTACHMENTS</PvsAttachmentStatus>
            <CrmStatus>Open-Release Pending</CrmStatus>
          </status>
          <siteId>010101010</siteId>
          <reportedby>ABCD@JNPR.NET</reportedby>
        </entry>
        <entry>

 [snippet]
 

As shown in the above log, Junos Space Service Now tries to get the information by using the GetCaseStatus API (internal call) and cases that are not created via SN/JSS are tagged as “CASE-NOT-IN-PVS” in the response.

For cases that are created via the web portal or a phone call, customers can check any updates to a case by using the web portal or case manager because Service Now does not show the case notes.

 

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