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    AI-Scripts Overview

    Advanced Insight Scripts (AI-Scripts) provide the intelligence that devices need to automatically detect and report hardware and software failure or other functional abnormalities to ensure maximum network uptime. AI-Scripts are imported into Service Now in the form of script bundles. For information about adding script bundles to Service Now, see Adding a Script Bundle to Junos Space Service Now.

    When AI-Scripts are installed on a device, the device is said to be AI-Scripts-enabled. An AI-Scripts-enabled device can automatically detect any defined event, such as failure to allocate memory for a process or failure of a hardware when it occurs, and report the event to the network operator. When an event occurs, AI-Scripts generate data about the event, package the data in a structured format called a Juniper Message Bundle (JMB), and store the JMB at a defined location on the device from where Service Now accesses the data for resolution.

    This section contains the following topics:

    Working Modes of AI-Scripts

    AI-Scripts work 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.
    • 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 request on the device by using Service Now, Service Now generates an on-demand incident JMB by executing preconfigured CLIs on the device.

    Events Detected by AI-Scripts

    AI-Scripts detect the following types of events:

    • Common software events, including daemon and Packet Forwarding Engine crashes
    • Common hardware events, such as PIC alarms
    • Hardware platform-specific events, such ASIC issues

    For a complete list of events detected by AI-Scripts, refer to the latest version of AI-Scripts Release Notes at Service Automation Index Page.

    Types of JMBs

    A Juniper Message Bundle (JMB) generated on a device running Junos OS can be of the following types:

    • Event JMB or eJMB—JMB generated in response to events such as memory allocation error, read-write errors, or configuration commit failures that occur on devices

      An eJMB contains manifest, attachment, and log sections.

    • Intelligence JMB or iJMB—JMB generated periodically to provide trend and health data of a device

      An iJMB contains manifest, trend data, and attachment sections.

    • RMA JMB—JMB generated when a device component (for example, a fan) fails

      When a component fails, the relevant AI-Script in the AI-Scripts bundle is triggered to collect the required data for compiling the RMA JMB and reporting the event.

    • On-demand JMBs—On-demand JMBs are generated when a user requests for a JMB to be generated on the device. On-demand JMBs can be of the following types:

      On-demand JMBs can be of the following types:

      • On-demand JMBs generated by AI-Scripts: AI-Scripts generate on-demand JMBs by using the /var/db/scripts/on-demand.slax script present in the AI-Scripts bundle. AI-Scripts can only generate on-demand eJMBs.
      • On-demand JMBs generated by Service Now: Service Now generates on-demand JMBs by using the directive.rc file packaged with Service Now. The directive.rc file contains the commands to generate JMBs.

        Service Now can generate the following types of JMBs:

        • On-demand eJMB
        • On-demand iJMB
        • On-demand RMA JMB

    JMB Contents

    A JMB has the following structure:

    • Manifest: The JMB manifest contains a summary of the information primarily needed for creating and submitting a case with JSS for an event. Elements displayed in the manifest section depend on the type of the JMB.

      Table 1 lists the elements present in a JMB manifest.

      Table 1: Elements in the Manifest Section of a JMB

      Element

      Description

      Event Information

      Host Event-ID

      Specifies the ID of the event in response to which the JMB is generated

      Host Event-ID is represented in the following format:

      <router-name>-<chassis-serial-number> -<YYYYMMDD-HHMMSS>-<sequence number>, where:

      • router-name specifies the hostname of the router.
      • chassis-serial-number specifies the serial number of the router chassis.
      • YYYYMMDD-HHMMSS specifies the date and time the event occurred on the device.
      • sequence number varies from 001 through 999 and indicates the sequence of events when multiple events occur at the same time.

        The sequence number is present only if multiple events occur at the same instance on the device.

      Problem Class

      Specifies the problem class; the value is always set to Support.

      This field is used to populate the Problem Class field in the Customer Relationship Management System (CRM) of Juniper Support System (JSS).

      This field is not applicable for an iJMB.

      Service Type

      Specifies whether a JMB is generated as a proactive measure or a reactive measure.

      Possible values are:

      • Event: The JMB is generated in response to an event that occurred on the device. (This is a reactive measure.)
      • Intelligence: The JMB is generated and collected periodically to monitor the vital functions of the device. (This is a proactive measure.)
      • On-demand: The JMB is generated in response to a request from a user.
      • Event-RMA: The JMB Is generated in response to an Return Material Authorization (RMA) event on the device. This is a reactive measure.
      • Health-check: The JMB is generated and collected periodically to check the integrity of the BIOS or for any errors related to the AI-Scripts installed on the device. This is a proactive measure.

      Time Occurred

      Specifies the time at which the event occurred

      Event Type Group

      Classifies the events that occurred on the device under the following categories:

      • Hardware failure
      • Software failure
      • Resource exhaustion

      This field is not applicable for an iJMB.

      Event Type

      Specifies the type of event that occurred on the device; for example, MAC error or Process error

      This field is not applicable for an iJMB.

      Problem Synopsis

      Specifies a summary of the event; this field is used to populate the Problem Synopsis field in the CRM.

      This field can be appended with your text while submitting the incident for resolution to JSS or a Service Now partner.

      This field is not applicable for an iJMB.

      Problem Description

      Describes the event; this field is used to populate the Problem Description field in the CRM.

      This field can be appended with your text while submitting the incident for resolution.

      This field is not applicable for an iJMB.

      Problem Severity

      Specifies JTAC’s assessment of the impact that the event has on the customer’s network

      Possible values are:

      • 1 - Critical
      • 2 - High
      • 3 - Medium
      • 4 - Low

      This field is not applicable for an iJMB.

      Problem Priority

      Specifies the customer’s perception of the impact that the event has on the network; this field is used to populate the Problem Priority field in the CRM system.

      Possible values are:

      • 1 - Critical
      • 2 - High
      • 3 - Medium
      • 4 - Low

      This field is not applicable for an iJMB.

      KBURL

      Specifies the link to the knowledge base (KB) article related to the event

      This field is not applicable for an iJMB.

      AI-Script Version

      Specifies the version of the AI-Scripts that generated the JMB

      Associated Core File

      Specifies the core files included in the JMB

      This field is not applicable for an iJMB.

      Router Information

      Product Name

      Specifies the name of the product; this field is used to populate the Platform field in CRM.

      Host Name

      Specifies the hostname assigned to the device

      OS Platform

      Specifies the routing OS installed on the device

      Routing Engine

      Name

      Specifies the name of the Routing Engine

      Mastership State

      Specifies whether the Routing Engine serves as the primary or the backup Routing Engine of the device

      Component

      Specifies the components of Junos OS such as rpd and chassid

      Version

      Version of Junos OS component executing on the Routing Engine

      Builder

      User who created the Junos OS build

      Build Date

      Date and time the Junos OS build was created

      Service Now Information

      RSI Collection

      Specifies the configuration for collecting Request Support Information (RSI) from the device—whether RSI collection is enabled or disabled and the interval for collecting RSI

      BIOS Validation

      Specifies whether BIOS validation is enabled or disabled on the device

      Log Collection

      Specifies whether log collection is enabled or disabled on the device

      True indicates that log collection is enabled and False indicates that log collection is disabled.

      Space Platform Version

      Specifies the version of Junos Space Network Management Platform managing the device

      Service Insight

      Specifies the version of Service Insight installed with Service Now

      Service Now

      Specifies the version of Service Now managing the device

      AI-Scripts Information

      RSI Collection

      Specifies the configuration for collecting Request Support Information (RSI) from the device—whether RSI collection is enabled or disabled and the interval for collecting RSI

      Log Collection Enabled

      Specifies whether log collection is enabled or disabled on the device

      True indicates that log collection is enabled and False indicates that log collection is disabled.

      BIOS Validation

      Specifies whether BIOS validation is enabled or disabled on the device

      PHD Collection

      Specifies whether collection of product health data (PHD) is enabled or disabled on the device

      PHD Collection Commands File

      Specifies the file that contains the commands to collect PHD on the device

      JMB Cleanup Interval

      Specifies the interval in seconds after which JMBs generated due to PHD collection are deleted

    • Trend data: Trend data provide information about the hardware and software operating parameters such as CPU and memory utilization of the Routing Engine and traffic statistics of the Packet Forwarding Engine of the device.

      Trend data are provided for the following:

      • Routing Engine
      • Flexible PIC Concentrators
      • Packet Forwarding Engine
      • Switch Control Board (SCB)
      • Routing protocol process (RPD)
      • Kernel
    • Attachment: The files and data in a JMB depend on the type of the event that triggered the JMB. This section provides the output of specific Junos OS commands executed to retrieve data and log files pertaining to the event. Some commands are standard—that is, they are executed for every platform. Some commands are executed specific to a platform. The following commands are common to all platforms:
      • show system processes extensive
      • show pfe statistics error
      • show system boot-messages
      • show system virtual-memory
      • show system buffer
      • show system queues
      • show system statistics
      • show task io
      • show configuration
      • show chassis hardware

    From Service Now Release 14.1R3 onwards, the attachments of an off-box on-demand JMB also include information about the last four configuration changes made on the device.

    The attachment files are retrieved from the device and stored in the Service Now database. The JMB contains links to view and download attachment files.

    Figure 1 shows the Attachment section of a JMB.

    Figure 1: Attachment Section of a JMB

    Attachment Section of a JMB

    Logs

    This section contains a compressed view of the /var/log directory of the device. However, if the /var/tmp directory has less than 20% of the required free space, the contents are collected in an attachment.

    The log files are retrieved from the device and stored in the Service Now database. The JMB contains the links to view and download the log files.

    Figure 2 shows the log section of a JMB.

    Figure 2: Log Section of a JMB

    Log Section of a JMB

    Modified: 2016-08-11