About the Support Insights Page

Prerequisites

To view the support insights report, ensure that the following prerequisites are met:

• Administrators must link their Juniper registered credentials with the organization to import the Juniper-maintained asset information to the organization and view actionable insights on the overall operational health of the devices. For more information, see Integrate Your Juniper Support Resources to Your Organization.

• To gain access to customer-centric information in the support insights report, users must validate their identity. Users are granted access only to the customer-centric information that they are entitled to access. For more information, see Validate Your Juniper Account.

The following sections describe the different types of reports you can access from the Support Insights page:

Assets and Contracts Report

You can use the Assets and Contracts tab to gain visibility into your Juniper assets, evaluate their support contracts, and efficiently track them.

You can filter data based on the following parameters:

• The total number of devices grouped by device type.

  Click a device type to filter data for that device type.

• The support contract information for your devices.

  • Contract Status—Displays the percentage distribution of active, EOS, service available, and declined support contracts.

    Select a contract status type to filter data based on that status type. For more information on the types of status, see Support Contract Status.

  • Contract Type—Displays the percentage distribution of purchased support contracts grouped by contract type. For more information on the contract types, see Contract Type.

    Select a contract type to filter data based on that contract type.

  • Contract Expiration—Displays the percentage of expired contracts and the contracts that expire in less that 3 months, in 3 to 6 months, in 6 to 12 months, and after 12 months.

    Select an expiration time range to filter data based on that time range.

For field descriptions, see Table 1.

Hardware Lifecycle Report

The Hardware EOX tab displays a summary report on the hardware End of Life (EOL) and End of Support (EOS) lifecycle of all the Juniper Networks devices linked to the organization.

You can filter data in the report based on the following parameters:

• The total number of devices grouped by device type.

  Click a device type to filter data for that device type.

• Displays the percentage of devices that have reached their hardware End of Life (EOL) and the percentage of devices whose hardware EOL is in less that 3 months, in 3 to 6 months, in 6 to 12 months, and whose EOL is after 12 months.

  Select a hardware EOL time range to filter data based on that time range.

• Displays the percentage of devices that have reached hardware End of Support (EOS) and the percentage of devices whose hardware EOS is in less that 3 months, in 3 to 6 months, in 6 to 12 months, and whose EOS is after 12 months.

  Select a hardware EOS time range to filter data based on that time range.

For field descriptions, Table 2.

Software Lifecycle Report

The Software EOX tab displays a summary report on the End of Engineering (EOE) and end of support (EOS) lifecycle of the software installed on all the devices onboarded to the organization.

You can filter data in the report based on the following parameters:

• The version of Junos OS installed on the devices grouped based on the major releases.

  Click a software version to filter devices by the software version installed.

• The total number of devices grouped by device type.

  Click a device type to filter data for that device type.

• Displays the percentage of devices that have reached their End of Engineering (EOE) date and the percentage of devices whose software EOE is in less that 3 months, in 3 to 6 months, in 6 to 12 months, and whose EOE is after 12 months.

  Select a software EOE time range to filter data based on that time range.

• Displays the percentage of devices that have reached their software EOS and the percentage of devices whose software EOS is in less that 3 months, in 3 to 6 months, in 6 to 12 months, and whose EOS is after 12 months.

  Select a Software EOS time range to filter data based on that time range.

For field descriptions, see Table 3.

Security Vulnerabilities Report

Juniper Networks Security Incident Response Team (SIRT) issues advisories to inform you about security vulnerabilities and available fixes for Juniper Networks products and services.

The SIRT tab displays a summary report on the security vulnerabilities advisories published by the SIRT team for the Juniper Networks devices onboarded to the organization. Use the report to view the list of devices to which the advisories apply, assess the impact and severity of the vulnerability, view recommended actions to mitigate the risk, and so on.

You can filter data based on the following parameters:

• The total number of cloud-connected devices grouped by device type.

  Click a device type to filter data for that device type.

• Displays the percentage of security advisories published for the devices grouped by time range.

  Select a time range to filter the advisories published in that time range.

• Displays the percentage of security vulnerabilities impacting the devices categorized by critical, high, medium, and low severity ratings.

  Click a severity level to filter advisories based on that level.

For field description, see Table 4.

Click a SIRT advisory to view detailed information about the advisory in a side panel. From the panel, you can click View SIRT Details button to navigate to the security bulletin in the Juniper Support Portal.

Proactive Bug Notifications Report

Juniper Networks notifies you about known software issues through Proactive Bug Notifications (PBNs). Each PBN includes information such as bug description, impact level, affected devices, and software releases in which the issue is resolved.

The PBN tab displays a summary report on the known software issues that impact Juniper Networks devices onboarded to the organization. Use the report to view the list of devices impacted by the issue, severity rating assigned to the issue, its potential impact, possible fixes or workarounds to address the issue, and so on.

You can filter data based on the following parameters:

• The total number of cloud-connected devices grouped by device type.

  Click a device type to filter PBNs for that device type.

• Displays the percentage of known issues categorized by critical, major, and minor severity ratings.

  Click a severity rating to filter PBNs based on that rating.

For field description, see Table 5.

Click a PBN to view detailed information about the issue in a side panel.

Alarms Report

Devices trigger alarms when an abnormal event prevents them from functioning optimally.

The Alarms report provides detailed information on the alarms generated on the devices onboarded to the organization. The report enables you to monitor alarms, their severity, and the root cause for the alarms.

You can filter the report by device model and severity (major or minor) to quickly identify the most critical issues impacting your devices. This helps you prioritize remediation efforts, minimize downtime, and mitigate the impact of the issues on network performance.

To view the Alarms report, navigate to Organization > Support Insights > Device Health > Alarms.

You can filter data based on the following parameters:

• The total number of devices grouped by device model.

  For example, MX240-AC and MX240-DC is grouped under MX240.

  Click a device model to filter data for that device model.

• You can filter data based on alarm severity.

  The options are:

  • Major—Indicates a critical condition on the device and requires immediate action to prevent further service disruption.

  • Minor—Indicates a non-critical condition on the device but requires monitoring or maintenance to prevent potential service disruption.

  Click a severity-level to filter alarms based on the severity.

For field descriptions, see Table 6.

Tasks You Can Perform

You can perform the following tasks from this page:

• Integrate your Juniper resources with your organization—To enable the correlation of device information maintained within Juniper’s support databases to your Juniper Support Insights experience, you must associate your organization with your Juniper support resources. Click Add Juniper Account button and enter your Juniper registered credentials (created through the Juniper Support Portal), to link your Juniper assets to your organization.

  You can also link your Juniper assets with your organization from the Organization Settings page (Organization > Settings). For more information, see Integrate Your Juniper Support Resources to Your Organization.

• Validate your Juniper account; see Validate Your Juniper Account.

• Access the Installed Base inventory—Click Installed Base Inventory to navigate to the Installed Base page. From this page, you can onboard devices to cloud and view device-specific support insights, including security vulnerabilities and bug notifications.

• Export details of all the devices in CSV format—To export details of all devices, on the respective tab, click Download CSV at the top-right corner of the Installed Base table. The details are exported to a CSV file that you can download to your local system.

  Note:

  If you open the downloaded CSV file with Microsoft Excel on a Mac computer, any non-English characters in the file might appear as special characters. To prevent this issue, follow the steps below:

  1. Open a new Excel file and then select File > Import > CSV File > Import.

  2. Select the file to be opened and then click Get Data.

     The Text Import Wizard window appears.

  3. Select Unicode (UTF-8) as File Origin.

  4. Click Finish.

• Enter the keyword in the search box to filter data based on keyword.

• Click the hamburger icon on the top-right corner and select the columns to be displayed in the table.

Field Description