Incidents Overview

In Service Now, Incidents are problem events that are detected on a device. When an incident, such as a process crash, an Application-specific Integrated Circuit (ASIC) error, or a fan failure, occurs on an AI-Scripts-enabled device, the AI-Script builds a JMB file with the incident data and forwards it to the Junos Space server. AI-Scripts create files called Juniper Message Bundles (JMBs).

A JMB file is an XML file that contains diagnostic information about the device and other information specific to the condition that triggered the event message. The incident contains information such as hostname, time stamp of the incident, synopsis, description, chassis serial number of the device, and the severity and priority of the incident.

These JMB files are securely transferred from the device to the Service Now application. After a JMB is generated, the device automatically initiates a file transfer to Service Now and the incident is displayed on the Manage Incidents page.

Service Now uses Device Management Interface (DMI), which is an extension to the NETCONF network management protocol, to receive JMBs from devices. The Manage Incidents page provides a user interface to view incidents chronologically, by organization name, and by device group. The thumbnail view of this page helps you differentiate incidents with various icons. These icons indicate incident priority levels and also whether the incidents are submitted to JSS. See Service Now Icons.

From the Incidents workspace you can navigate to the View Tech Support Cases and View End Customer Cases pages. The View Tech Support Cases page displays the technical support cases that you open with JSS. You can open these cases only after you create an organization and the organization’s site ID is validated. Site IDs denote the customer identity used in the Juniper Technical Assistance Center (JTAC) Clarify trouble ticketing system.
To stay updated of the events that occur in Service Now, you can create notification policies that instantly notify you of an event in the form of e-mails or SNMP traps.

You can display incidents either as thumbnails or arranged in a table. If you choose to display incidents in a table, the Manage Incidents page lists them by incident ID, organization, device group, defect type, platform type, time of occurrence, owner, submission status, and incidents that are flagged to you. You can select which parameters to display and sort them in the ascending or descending order.

You can perform the following tasks from the Manage Incidents page:

• Submit an incident to create a JTAC case
• Flag the incident to another user
• Assign the incident to another user
• Delete an incident
• View the details of a Juniper Message Bundle (JMB)
• View a Knowledge Base (KB) article pertaining to the incident
• View a case in the Juniper Networks Case Manager
• Remove a flag from the incident
• Add an e-mail address to the mailing list of an incident
• View tech support cases

Note: Junos OS devices may not provide specific time zones for incidents, and hence Service Now may display an incorrect time of occurrence for incidents. For example, when the time zone is EST, Service Now uses US EST by default, while the time zone can also be AEST (Australian EST). As a workaround, see http://www.juniper.net/techpubs/en_US/junos9.5/information-products/topic-collections/swconfig-system-basics/time-zone-custom-configuring.html for information on how to configure a custom time zone.