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Create an On-Demand Incident

Use this API to generate Juniper Message Bundles (JMBs) without having to wait for events to occur on devices.

URI

https://[host]/api/juniper/servicenow/device-management/devices/ createOnDemandIncident ?queue=http://[host]/api/hornet-q/queues/jms.queue.[QueueName] (HTTP method = POST)

URI Parameters

Parameter

Type

Required

Description

QueueName

String

Yes

Name of the create on-demand incident job queue

Consumes

  • application/vnd.juniper.servicenow.device-management.ondemandincident +xml;version=5;charset=UTF-8
  • application/vnd.juniper.servicenow.device-management.ondemandincident +json;version=5;charset=UTF-8

Accept Header

  • application/vnd.juniper.servicenow.device-management.ondemandincidentresult+xml; version=5
  • application/vnd.juniper.servicenow.device-management.ondemandincidentresult+json; version=5

Request Elements

Element

Type

Description

devices

device

Collection of devices on which on-demand incident is to be generated

device

device

A device on which on-demand incident is to be generated

uri

String

Link to the device

followUpMethod

String

Method used to follow up the case created for the on-demand incident

Possible values:

  • EMAIL_FULL_TEXT_UPDATE
  • EMAIL_WEB_LINK
  • PHONE_CALL

For an end-customer Service Now, a value need not be provided for followUpMethod. Any value, if provided, is discarded.

caseCCList

caseCCList

Collection of e-mail ID of users to be notified about the on-demand incident

email

String

E-mail ID of a user

Priority

Enum

Priority of the on-demand incident

Possible values:

  • Critical
  • High
  • Medium
  • Low

problemSynopsis

String

Synopsis of the on-demand incident

problemDescription

String

Description of the incidnet

customerComments

String

Comments from user for the on-demand incident

createCase

Boolean

Flag to indicate whether the incident should be submitted to JSS or Service Now partner for creating a case

Possible values:

  • true—The incident is submitted for creating a case
  • false—The incident is not submitted for creating a case

collectLogFiles

Boolean

Flag to indicate whether or not log files should be collected for this on-demand incident

Possible values:

  • true—Log files are collected for the on-demand incident
  • false—Log files are not collected for the on-demand incident

verifyCPUUsage

Boolean

Flag to indicate whether or not usage of device CPU must be verified while generating this on-demand incident

Possible values:

  • true—CPU usage is verified
  • false—CPU usage is not verified

Produces

  • application/vnd.juniper.servicenow.device-management.ondemandincidentresult+xml; version=5
  • application/vnd.juniper.servicenow.device-management.ondemandincidentresult+json; version=5

Response Elements

Note: The response contains on-demand incident ID only if AI-Scripts Release 5.0R5 and later releases are installed on the device; otherwise, the response contains only the ID of the create on-demand incident job.

Element

Type

Description

Ondemandincidentresult

ondemandincidentresult

Result of create on-demand incident job

IncidentDetailsList

IncidentDetailsList

List of on-demand Incident details

IncidentDetails

IncidentDetails

Details of an on-demandincident

IncidentId

Integer

ID of the on-demand incident

DeviceId

Integer

ID of the device

DeviceName

String

Name of the device

Task

Task

Job to create the on-demand incident

Id

Integer

ID of the job to create on-demand incident

Sample Input

Sample XML Input

<ondemandincident>
	<devices>
		<device uri="/api/juniper/servicenow/device-management/devices/65552"/>
	</devices>
	<followUpMethod>Email Full Text Update</followUpMethod>
	<caseCCList>
		<email>abc@juniper.net</email>
	</caseCCList>
	<priority>Critical</priority>
	<problemSynopsis>
		These are my synopsis comments here
	</problemSynopsis>
 <problemDescription>
     This is a Test case.
 </problemDescription>
	<customerComments>
		These are my customer comments here
	</customerComments>
	<createCase>false</createCase>
	<collectLogFiles>true</collectLogFiles>
	<verifyCPUUsage>true</verifyCPUUsage>
	<useOffBoxJMBProcessing>true</useOffBoxJMBProcessing>
</ondemandincident>

Sample JSON Input

{
"ondemandincident":{
"devices":{
"device":[
{
"@uri":"/api/juniper/servicenow/device-management/devices/65546"
},
]
},
"followUpMethod":"Email Full Text Update",
"caseCCList":{
"email":[
"abc@juniper.net"
]
},
"priority":"High",
"synopsisComments":"This is a Test case, please ignore",
"problemDescription":"This is a Test case, please ignore",
"customerComments":"This is a Test case, please ignore",
“createCase”: "true",
"collectLogFiles": "false",
"verifyCPUUsage": "false",
"useOffBoxJMBProcessing": "true"
}
}

Sample Output

Sample XML Output

Response when on-demand incident is created when AI-Scripts Release 5.0R4 and earlier is installed on a device.
<task href="/api/space/job-management/jobs/3801101">
        <id>3801101</id>
    </task>
Response when on-demand incident is created when AI-Scripts Release 5.0R5 and later is installed on a device.
<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<OnDemandIncidentProcessingResult>
    <IncidentDetailsList>
        <IncidentDetails>
            <IncidentId>5538586</IncidentId>
            <DeviceId>5505597</DeviceId>
            <DeviceName>fuga</DeviceName>
        </IncidentDetails>
    </IncidentDetailsList>
    <Task>
        <id>7602244</id>
    </Task>
</OnDemandIncidentProcessingResult>


Sample JSON Output

Response when on-demand incident is created when AI-Scripts Release 5.0R4 and earlier is installed on a device.
{
   "task":{
      "@href":"/api/space/job-management/jobs/3801101",
      "id":3801101
   }
}
Response when on-demand incident is created when AI-Scripts Release 5.0R5 and later is installed on a device.
{
   "OnDemandIncidentProcessingResult": {
      "IncidentDetailsList": {
         "IncidentDetails": {
            "IncidentId": "5538586",
            "DeviceId": "5505597",
            "DeviceName": "fuga"
         }
      },
      "Task": {
         "id": "7602244"
      }
   }
}

Error Codess

Message

Description

400 Bad Request

  • An on-demand incident cannot be created if more than five devices are selected.
  • The device is not associated with any device group.
  • The device Is an end-customer device.
  • The device Is a fabric node (TOR).
  • The device Is a DCF device.
  • The follow-up method specified in the request is invalid.
  • The priority specified in the request is invalid.
  • The e-mail ID specified in the request is invalid.

404 Not Found

The device specified in the request is not a valid Service Now device.

Modified: 2018-03-20