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    Troubleshooting Issues with Receiving Notifications

    Problem

    Description: Junos Space Service Now is not sending notifications.

    Solution

    Conditions such as a new incident created, incident submitted to JSS or a Service Now partner, or case ID assigned to an incident prompt Service Now to send e-mail notifications or SNMP traps.

    If a user does not receive a notification from Service Now:

    • Check whether a notification is configured for the trigger condition.
      1. Log in to the Junos Space GUI.
      2. Select Service Now from the drop-down menu above the Junos Space Network Management Platform navigation tree.

        The Service Now navigation tree appears.

      3. From the Service Now navigation tree, select Service Central > Notifications.

        The Notifications page appears.

      4. Check whether a notification is configured for the required condition.

        If a notification is not configured for the required condition, configure a notification. For information about configuring notifications, see Creating and Editing a Notification Policy in the Service Automation User Guide.

      5. Generate the condition for triggering the notification and check whether the notification is received by the user.
    • Check whether the configured notification is enabled.
      1. On the Notification page, right-click the disabled notification and select Enable/Disable Notifications.

        The Change Reaction Policies Status dialog box is displayed.

      2. Click Change Status.

        The notification policy is enabled.

      3. Create the condition for triggering the notification and check whether the notification is received by the user.
    • Check whether an SMTP server is configured on Junos Space.

      To check whether an SMTP server is configured on Junos Space, navigate to Administration > SMTP Servers in the Network Management Platform navigation tree. If no servers are listed on the SMTP Servers page, no SMTP server is configured.

      Configure an SMTP server and create the conditions for triggering the notification and check whether the notification is received by the user. For information about configuring SMTP servers, see Adding an SMTP Server in the Junos Space Network Management Platform User Guide at Junos Space Network Management Platform documentation.

    • If an SMTP server is configured on Junos Space, check whether the SMTP server is operational by pinging the SMTP server.
      • If you are able to ping and see the IP address of the SMTP server, but do not receive any responses to the ping, it is possible that ping is blocked in your network. Contact your Network Administrator for releasing ping on your network.
      • If you are unable to ping the SMTP server and receive unknown host <SMTP server hostname> message, ensure that DNS is configured on Junos Space and that Junos Space is able to reach the configured DNS. For information about configuring or modifying the DNS on Junos Space, see Changing Network and System Settings for a Junos Space Appliance or Changing the Network and System Settings of a Junos Space Virtual Appliance at Junos Space Network Management Platform Documentation Index.
      • If you are unable to ping the SMTP server, try connecting by using the STMP server port:
        telnet <IP address of SMTP server> <SMTP server port>
        • If you are able to connect to STMP server using the telnet command, it indicates that your Junos Space node is able to communicate with the SMTP server. To break the connection established using the telnet command, press Ctrl followed by ] on your keyboard.
    • Look in the “Caught Exception in EmailMessageSender.sendEmail” entry in the Service Now log files for more information.

      The Service Now log files are present at /var/log/jboss/servers/server1/.

    If you are unable to resolve the issue and need assistance, contact Juniper Technical Assistance Center (JTAC) at https://www.juniper.net/support/requesting-support.html.

     

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    Modified: 2016-11-21