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    Adding an Organization to Service Now

    An organization in Service Now represents a unique site ID in the Customer Relationship Manager (CRM) of Juniper Support Systems (JSS). JSS identifies a Service Now application by using the site ID of the organization configured on the Service Now application. An organization is configured on Service Now by providing a site ID and credentials (username and password) for the site ID. The site ID, username, and password are provided by Juniper Networks for operating Service Now in Direct and Partner Proxy modes. For operating Service Now in End Customer mode, the Service Now partner provides the username and password to configure an organization.

    A user should have Service Now administrator privileges to add an organization to Service Now.

    To add a Service Now organization:

    1. From the Service Now navigation tree, select Administration > Organizations > Add Organization.

      The Add Organization dialog box appears.

      Figure 1: Add Organization Dialog Box

      Add Organization Dialog Box
    2. Enter the organization parameters in the provided fields. For a detailed description of these fields, see Table 1.

      Table 1: Description of Fields on the Add Organization Page

      Name

      Description

      Range/Length

      Default

      Name

      Name of the organization

      maximum 64 characters are allowed.

      Submit cases as

      Specifies if the cases from this organization is to be submitted as real case or test case.

      The synopsis of a test case sent to JSS is appended with [Test Mode].

      The values are:

      • Real cases
      • Test cases

      Real Cases

      User Name

      Name used to identify the user in JSS while creating cases, and checking for updates to existing cases.

      You do not need to enter a user name or password if Service Now is in the Offline mode.

      128 characters; should be in the e-mail address format.

      Characters can include alphabets, numbers, and the following special characters: ., -, _, and +.

      User Password

      Password for the username required for communicating with JSS or Service Now partner.

      You do not need to enter a user name or password if Service Now is in the Offline mode.

      32 characters

      Get Sites (button)

      Identifier of the Customer Site in the Customer Relationship Manager(CRM) of JSS.

      Click Get Sites and select a Site ID from the Site ID list that is generated when you enter the username and password.

      Note: This option is not available when you add an organization in the End Customer mode.

      80 characters

      JMB Filter Level

      The device configuration information in JMBs to be shared with JSS:

      • Do not send—does not send any device configuration information
      • Send all information except configuration—Sends all device information except the configuration information
      • Send all information with IP Addresses overwritten—Sends all device information with IP addresses overwritten by asterisks
      • Send all information—Sends all device information.
      • Only send list of features used—Sends only the device configuration information

      Send all information with IP addresses overwritten

      Note: In the Offline mode, the Add Organization page displays only the Name and the JMB Filter Level fields.

    3. Click Submit.

      This action verifies and saves the organization parameters and returns to the Organization page.

    To add a Service Now organization in End Customer mode:

    1. From the Service Now navigation tree, select Administration > Organizations > Add Organization.

      The Add Organization dialog box appears.

    2. Enter the organization parameters in the provided fields.
      For a detailed description of these fields, see Table 1.
    3. Click Submit.

      This action verifies and saves the organization parameters and returns to the Organization page.

    Note: In End Customer mode, you can add only one organization.

    Modified: 2016-08-11