Incidents Overview
An incident is the occurrence of a defined event in a device. When an event, such as a process crash, an application-specific integrated circuit (ASIC) error, or a fan failure occurs on an AI-Scripts-enabled device, the AI-Scripts builds a Juniper Message Bundles (JMBs) file with the event data which is accessed by Junos Space Service Now.
A JMB file is an XML file that contains diagnostic information about the device and other information specific to the condition that triggered the event. The JMB file contains information such as hostname, time stamp of the event, synopsis, description, chassis serial number of the device, and the severity and priority of the event. After a JMB is generated, it is stored at a defined location in the device from where Service Now collects it. For each JMB collected, Service Now creates an incident. The incidents can be viewed on the incidents page.
Service Now uses Device Management Interface (DMI), which is an extension to the NETCONF network management protocol, to access JMBs from devices. The Incidents page provides a user interface to view incidents chronologically, by organization name, and by device group. The Quick view of this page helps you differentiate incidents with various icons. These icons indicate incident priority levels and also whether the incidents are submitted to JSS. See Service Now Icons and Inventory Pages.
From the Incidents workspace, you can navigate to the View Tech Support Cases and View End-Customer Cases pages. The View Tech Support Cases page displays the technical support cases that you can open with JSS. You can open these cases only after you create an organization and the organization’s site ID is validated. Site IDs denote the customer identity used in the Juniper Technical Assistance Center (JTAC) Clarify trouble ticketing system.
To stay updated of the events that occur in Service Now, you can create notification policies that instantly notify you of an event in the form of e-mails or SNMP traps.
Table 1 lists the fields on the Incidents page.
Table 1: Fields on the Incidents Page
Fields | Description |
---|---|
Organization | The organization associated with the device for which the incident is created. |
Device Group | The device group associated with the device for which the incident is created. |
Priority | The priority of the incident. |
Type | The type of defect. |
Incident ID | The ID of the incident. |
Incident Type | The type of incident. This parameter can have one of the following values:
|
Device | The device on which the incident occurred. |
Product | The hardware platform the device belongs to. |
Occurred | The date and time the incident was created on Service Now. |
Total Core Files | The number of core files available for the incident. |
Status | The status of the incident. |
Flagged | Specifies users are flagged to receive updates about the incident. |
You can perform the following tasks from the Incidents page:
- Export JMB to HTML; see Exporting a Juniper Message Bundle (JMB) to an HTML file for details.
- Delete an incident; see Deleting an Incident for details.
- View JMBs.
- View a Knowledge Base (KB) article pertaining to the incident;
see Viewing Knowledge Base Articles Associated with an Incident for details.
View a case in the Juniper Networks Case Manager; see Viewing a Case in Case Manager for details.
- Assign the incident to a user; see Assigning an Owner to an Incident for details.
- Flag an incident to a user; see Flagging an Incident to a User for details.
- Submit an incident to create a JTAC case; see Submitting an Incident to Juniper Support Systems for details.
- Export the summary of an incident to Excel; see for details.
- Updating an end customer case; see Updating an End-Customer Case for details.
- Create auto submit policy for an incident; see for details.
- Upload core files to JSS for incidents; see Uploading Core Files to JSS for an Incident for details.
- Upload attachments; see Uploading an Attachment to an Incident for details.
![]() | Note: Junos OS devices may not provide specific time zones for incidents, and hence Service Now may display an incorrect time of occurrence for incidents. For example, when the time zone is EST, Service Now uses US EST by default, while the time zone can also be AEST (Australian EST). |