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

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Article ID: KB9958 KB Last Updated: 29 Mar 2019Version: 7.0
Summary:

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

Symptoms:

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

Solution:
Juniper Networks offers three ways to be notified of Service Request 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 CSC as the update is emailed directly to the contact.
  • Phone Call - Preferred to receive any update on the Service Request via phone.

NEW SERVICE REQUEST:

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

EXISTING SERVICE REQUEST:

  1. For existing Service Requests, select Edit to update the method for your open SR.
  2. On the lower right portion of the Service Request details, click the drop down for 'Follow Up Method Preference'. Select the preferred follow-up method for the Service Request.
     
      
  3. Click Save.

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

2019-03-29: minor screenshot updates.
2018-07-31: Updated screenshots

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