Service Central Overview

The Service Central workspace is a Service Now module that enables you manage incidents, information messages, device snapshots, and error JMBs. Incidents are problem events that are detected in a device and sent to the Service Now application. When an event occurs on a device, AI-Scripts installed on the device create files called Juniper Message Bundles (JMBs) that contain comprehensive information about the device identity, the problem event, and diagnostics. The JMB file is then transferred securely from the device to Service Now. Service Now searches for new incidents and displays the incidents on the Manage Incidents page within Service Central.

After reviewing an incident, you can use the Incidents task to submit an incident case to the Juniper Support Systems (JSS) to create a Juniper Networks Technical Assistance Center (JTAC) case. You can notify users of the incident, assign a user as an owner of the incident, and delete the incident from the platform.

In addition to reporting incidents, AI-Scripts also send device information regularly to Service Now in the form of Information Juniper Message Bundles (iJMBs). The iJMBs are then processed and displayed on the Manage Device Snapshots page. You can upload these iJMBs to JSS, where they are processed and analyzed to provide preventive analysis and alerts. Using Service Now, you can view the content of these iJMBs and export them in HTML format.

JMB errors are JMBs that do not comply with the standard data structure that Service Now requires or that contain data elements that Service Now does not accept. Service Now identifies these JMBs and displays them on the Manage JMB Errors page where you can be view and download them.

You can use a notification policy to specify the events for which you want to receive a notification. The options are New Incident Detected, Case Submitted, Case Status Updated, and Intelligence Update Received. Notification policies define other characteristics (filters) that you can use to fine tune the conditions under which you receive a notification. You can even define the events that trigger the notification, the filters that further specify the trigger events, and the actions that you want Service Now to take after the event is triggered.

Some tasks within the Service Central workspace, such as assigning messages to a connected member and updating an end-customer case, are enabled only when the Service Now end-customer mode is activated. For more information about the Service Now modes, see Service Now Modes .

The Service Central page graphically displays information about the severity and priority of incidents and the incidents you created.

• Assign an incident owner, notify users of an incident, update the status of incidents, and delete incidents.
• View and delete iJMBs, and export device data into HTML format.
• Assign messages to end customers (enabled if you are a Service Now partner).
• Update end-customer cases (enabled if you are a Service Now partner).
• View, download, and delete JMBs with errors.
• Assign an owner, flag to users, and delete an information message.
• Create, edit, and delete a notification policy.