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How do I change the preferred follow-up method for my Case?

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Article ID: KB9958 KB Last Updated: 05 Oct 2020Version: 8.0
Summary:

This article explains how to change the way in which you are notified about updates to your Case - for example, you see how to change so that the Case notes are updated in Full Text or regular text versus being sent as a web link.

 

Symptoms:

Email notifications of Case updates may possibly be removed by spam filters or overlooked.

 

Solution:

Juniper Networks offers three ways to be notified of Case updates, the default is Web link.

  • Email Secure Web Link - Sends an email to users with a secure link. The recipient will need to click the link and login to view the update.

  • Email Full Text Update - Sends an email containing the full text of the update. There is no need to login to the Customer Support Center (CSC) as the update is emailed directly to the contact.

  • Phone Call - Preferred to receive any update on the Case via phone.

NEW CASE:

When creating your Case, during Step 3, select your preferred follow-up method from the drop menu:

EXISTING CASE:

  1. For an existing Case, select Edit to update the method for your open case.

  1. On the lower right portion of the Case details, click the drop down for 'Follow Up Method Preference'. Select the preferred follow-up method for the Case.

  

  1. Click Save.

Note: When calling in, simply let the Customer Care representative know your preferred Case follow up method.  Unfortunately, there is no way to permanently set your preference, it is a case by case selection.  

 

Modification History:
  • 2020-10-05: Updated article to reflect currently used terminology

  • 2019-03-29: minor screenshot updates.

  • 2018-07-31: Updated screenshots

 

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