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Reminder: Case Manager - Notification Enhancements

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Article ID: TSB16964 TECHNICAL_BULLETINS Last Updated: 04 Mar 2017Version: 3.0
Alert Type:
PSN - Product Support Notification
Alert Description:
Juniper Networks is implementing a change to its customer management systems to better serve our customers.

The change is to customer Notifications based on subscriptions related to Service Request (SR) updates, also known as a Case. Previously, a user updating an SR, either via mail or through Case Manager, would receive a Notification of their own update.

Solution:
As of the 22 July 2016 maintenance release, an enhancement is introduced to cease sending a notification based on an update the customer made them self.

Exceptions:
  • When a customer creates a SR, a confirmation notification will still be sent to the creator.
  • When a customer escalates an SR, a confirmation notification will still be sent to the customer.
Customers will continue to receive notifications for any updates to their SR made by others.
Implementation:

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