Service Now Modes

Overview

• Demo mode–
  Until you create a Service Now organization and validate the organization’s connection with JSS, Service Now operates in demo mode. In demo mode, Service Now supports a single organization and up to five devices. The connection between Service Now and Juniper Support Services (JSS) is disabled, preventing creation of technical support cases.
• Standard mode–
  In standard mode, you can add multiple Service Now organizations and devices. The connection between Service Now and JSS is activated so JSS can provide support for incidents and device snapshots that you submit.
• End customer mode–
  In Service Now end-customer mode, communication between Service Now and JSS is accomplished through the partner’s Service Now application. A partner manages multiple end customers using a secure HTTPS connection established between the end-customer and partner’s Service Now applications. Standard mode and end-customer mode have similar functions; however, end-customer mode limits the user to create only one organization. When an end-customer uses the credentials sent by the partner to create an organization, and the organization’s connection with JSS is validated, a unique ID is assigned to the end-customer. To connect to the partner an end-customer must specify the partner’s IP address or domain in the Service Now Global Settings page. While incidents are submitted to JSS in the standard mode, in end-customer mode you submit incidents to the Service Now partner, who in turn sends case updates back to the end-customer. The partner can also submit cases to JSS on behalf of the end-customer.
• Partner proxy mode–
  If you are a qualified Juniper Networks partner, you can use Service Now in partner proxy mode to manage multiple end-customer Service Now applications. A secure HTTPS connection is made between the Service Now applications of every end-customer and the partner, as well as between the partner and JSS. The Service Now partner receives JMBs from several end customers and can submit JMBs to JSS on behalf of the end-customer or handle the cases without JSS support. To connect to an end-customer, a Service Now partner uses a self-signed security certificate. Although this method of identification is not trusted, this certificate is automatically accepted to ensure that the communication between the partner and the end-customer is encrypted. In partner proxy mode, you can add multiple organizations and devices groups. You associate every end-customer with an organization. Cases created by end customers are opened with Juniper Networks under the site ID used for this associated organization. When you add a connected member, a default device group is created. You cannot delete this device group manually; however, it is automatically deleted when the connected member is deleted.

Table 1 lists the tasks that are enabled for the Service Now modes.

Activating End Customer and Partner Proxy Modes

1. Obtain the organization credentials from the Service Now partner.
2. In the Global Settings page, check the Connect to Another Junos Space check box, enter the IP address or hostname of the partner, and click Submit. See Configuring Global Settings.
3. Add an organization using the credentials provided by the partner. See Adding an Organization.

   End customer mode is activated.

1. From the Manage Organizations page in Service Now, add an organization using the credentials provided with the Service Now license.
   See Adding an Organization.
   This activates partner proxy mode, which enables you to add end customers and perform tasks that are exclusive to partner proxy mode.
2. Add connected members to Service Now.
   See Adding a Connected Member. This enables you to manage multiple end-customer Service Now applications.
3. Send the username and password that you specified in step 1 to the end-customer. The end-customer uses the username and password to create an organization.