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Junos Space Service Now Overview

Junos Space Service Now is an application that runs on the Junos Space Network Management Platform to automate fault management and accelerate issue resolution. This application significantly reduces the resolution time by automating support processes and using device diagnostics for fault monitoring and case automation. Your contract with Juniper Networks determines whether Service Now operates in standalone mode, partner proxy mode, end customer mode, or offline mode. These modes in turn determine which tasks are enabled and disabled in Service Now. For information about Service Now modes, see Service Now Modes.

Service Now receives information about events, such as a process crash, an ASIC error, or a fan failure, when they occur on a device from AI-Scripts installed on the device. AI-Scripts detect an event on the device on which they are installed and automatically collect diagnostic data for the event and package the data into an XML file called Juniper Message Bundle (JMB).

AI-Scripts operate in the following modes to generate a JMB:

  • Reactive mode: In reactive mode, the AI-Scripts collect data from the device when a predefined event, such as failure to allocate memory for a process or failure of a hardware, occurs on the device and store the data at a predefined location on the device from where Service Now accesses it for analysis and resolution. The JMB generated in this mode is known as an event JMB or eJMB.

    An eJMB usually includes the device identity, the problem event, log files, and core files. This information is securely transferred to the Junos Space Platform. Service Now creates an incident in response to the event and the received JMB. Service Now then notifies users about the new incident by sending an e-mail or an SNMP trap.

  • Proactive mode: In proactive mode, the AI-Scripts periodically collect data on vital system functions and store the data at a predefined location on the device. This data is accessed by Service Now to monitor the device and to predict and prevent risks related to the device. The JMB generated in this mode is known as an informational JMB or iJMB.

Apart from event and informational JMBs, AI-Scripts also generate JMBs in response to an event triggered by a user. These JMBs are known as on-demand incident JMBs. When you submit an on-demand incident on the device by using Service Now, Service Now generates an on-demand incident JMB by executing preconfigured CLIs on the device.

Service Now categorizes the JMBs that do not comply with the defined standard data structure or that contain unexpected data elements as error JMBs. Service Now displays the error JMBs on the JMB Errors page. From the JMB Errors page, you can view and download the error JMBs.

In response to a JMB collected from a device, Service Now creates an incident and notifies users about the incident by sending an e-mail or an SNMP trap. You can submit the incident to Juniper Support Systems (JSS), after reviewing the information provided in the JMB, to create a Juniper Networks Technical Assistance Center (JTAC) case. You can also configure Service Now to submit an incident automatically to JSS as soon as the incident is created. Service Now provides an option to filter the device configuration information from a JMB before you share the information with JSS or a Service Now partner (if Service Now is operating in end customer mode).

JSS sends updates to Service Now for you to track the status of the case.

Apart from submitting JMBs to obtain resolutions, you can use Service Now to perform the following tasks:

  • Assign an owner (user) to a reported incident.
  • Keep users informed about changes made to the incident.
  • Set up notification policies for users who need to be kept informed about changes to incidents that affect them.
  • Update the incident status.
  • Delete JMBs from the Service Now database.
  • Export data in the incident and information messages to HTML or CSV format and store the data on the local file system.

To submit incidents, share JMBs, and open support cases with JSS, you must first configure an organization in Service Now. An organization represents a unique Clarify site ID in JSS that is used to identify customers while providing technical support. To add multiple organizations and devices to Service Now, you need to obtain a technical support contract with the level of service that you require. After you have a valid contract, you can submit incidents and iJMBs to JSS for support. Without a valid contract, Service Now runs in demo mode and supports one organization and five devices for 60 days. In this mode, you cannot connect with JSS or open technical support cases with JTAC.

If you are a Juniper Networks partner or a direct customer with multiple distinct networks, you can use multiple Service Now organizations to keep customers or networks separate.

For Service Now to monitor and detect events on devices, you must discover the devices by using the Junos Space Network Management Platform, add the devices to Service Now, and then install AI-Scripts on the devices. You can categorize the devices into device groups to manage the devices as a single entity. For example, you can install or remove AI-Scripts simultaneously on all devices in a device group. By associating an organization with one or more device groups, you can maintain groups of devices with similar attributes or uses.

Service Now also sends SNMP traps if notification policies are configured to send traps when events occur on devices. From Service Now Release 14.1 and Service Insight Release 14.1, Service Now and Service Insight use proxy server configured on the Junos Space Platform to facilitate all communication over the Internet.

The Service Now dashboard displays the gadgets and workspaces that the user can use to perform various tasks. For more information about the Service Now dashboard, see Service Now Dashboard Overview.

From the Release 14.1 of Junos Space Platform, Service Now, and Service Insight, Service Now and Service Insight are available as hot-pluggable applications. This makes it possible for you to install, upgrade, and uninstall Service Now and Service Insight applications independently of the Junos Space Platform. See the installing, Upgrading, and Uninstalling Junos Space Service Now section of the Service Automation Getting Started Guide for information about installing, upgrading, and uninstalling Service Now and Service Insight.

To install, upgrade, and uninstall Service Now from a Junos Space server, you need Junos Space administrator privileges. You can install, remove, or upgrade Service Now even while Junos Space and Junos Space applications are still running. Refer to Junos Space Service Now User Roles for information about tasks that can be performed for a user role.

Modified: 2016-08-11