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    Administration Overview

    Service Now helps to monitor and manage a device with the help of AI-Scripts that are installed on the device. When AI-Scripts are installed on a device, the device is considered AI-Scripts-enabled and can automatically detect and report event and informational Juniper Message Bundles (JMBs) to Service Now.

    You can also add devices that are part of the Junos Space platform to Service Now and group them under organizations. An organization is defined by a unique site ID that acts as a customer record in Juniper Networks Customer Relationship Manager (CRM) systems. After creating an organization, you can test its connectivity with Juniper Support System (JSS) and even run it in test mode. JSS provides support for the incidents and iJMBs that you submit. This support depends on your service contract level, such as J-Care Efficiency, Continuity, or Agility.

    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. Service Now organizations are defined by the site ID (used when opening support cases) under devices and users.

    By associating an organization with one or more device groups, you can maintain groups of devices with similar attributes and control a user’s access to devices. Device groups also help you automatically install AI-Scripts on several devices at the same time.

    Some administration tasks, such as submitting incidents to JSS and configuring BIOS collection are enabled only when Service Now is operating in certain modes. For more information about Service Now modes, see Service Now Modes.

    The Administration workspace enables you to perform the following tasks:

    • Add devices to Service Now from the Junos Space platform.
    • Add or delete an event profile or a script bundle.
    • Add and delete devices and device groups.
    • Install or remove AI-Scripts from devices.
    • Associate devices with device groups.
    • Add, modify, or delete organizations.
    • Add end customers to organization and view messages assigned to them (enabled if you are running Service Now in the Partner Proxy mode).
    • Run an organization in test mode and test connectivity of the organization with JSS.
    • Export device data in CSV and Excel formats.
    • Export inventory information in CSV format.
    • Configure global settings (SNMP server and core file upload).
    • Configure BIOS and product health data collection
    • Configure system log file and request support information (RSI) collection

    Modified: 2016-08-11