Newbase Service Request Rules

A service request needs a valid and active service agreement attached to the case,
which contains the serialnumber of the device or linecard.
If it's a big company like KPN and LGI they also have a default email, email contact
and the default email.
Fields that are required to be filled in:
Field

Extra info

Costumer
visibility

Keywords
Type Report

Subject of the mail

Can be System, Security or Routing &
Switching
Default is p3.
Should always be at least one support
engineer
Should be changed after each action.
Should be date you need to take next action.
Date should be according to SLA. P2 is NDB.
P3 is 3BD. P4 is 5BD. Can be in future if case
is in monitoring, pending input customer or
case is RMA. If RMA, date should be set to
date we expect part back at the office.
Date when solution is provided or
determined it is a RMA.
Make sure that this is correct during and at
the end of the case. P.S. bug report does not
exist with Juniper cases, should be PR then.
Don't use the combined Juniper products
Put the sparenumber in this field if used.
Reference to other/vendor cases

Yes
No

Always put a problem, next action and

status with date in this field. Other
engineers should know what to do with this
case. It's also to inform the costumer of our
action plan.
Make sure all attachments are here.
Add (s)ftp login details.
Any other relevant information

Yes

Priority
Employee
Status
Postpone field

Expected del.
data
Category

Source
Remark
Your reference
Problem
description
Conclusion

Attachment
Info
Extra Info

Yes
No
Yes
No

No
No

No
No
No
Yes

No
No
No

Besides the fields make sure you mark weblogs as read when you have read them,
your colleague will know what information has not yet been processed in the case
and it will help when looking at the conclusion field.