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    Service Insight Overview

    Service Insight is an application that helps in accelerating operational analysis and managing the exposure to known issues. Using Service Insight, you can identify devices that are nearing their End Of Life (EOL) and also discover and prevent issues that could occur in your network. The functionality of Service Insight is dependent on the information sent from Service Now. To enable Service Insight, you must add a valid organization in the Service Now application. See the Adding an Organization to Service Now section in the Junos® Space Service Now User Guide.

    Service Insight identifies the devices available for EOL reports and enables you to generate EOL reports that provide detailed device EOL information about EOL devices, such as the number of devices with EOL parts, EOL announce date, number of EOL announce parts, End Of Engineering SW date, number of End Of Engineering SW parts, End Of Engineering HW date, number of End Of Engineering HW parts, End Of Support date, number of End Of Support parts, top-level assembly parts, circuit assembly parts, PSN numbers, and replacement numbers. See Exposure Analyzer Overview.

    Service Insight provides Proactive Bug Notifications (PBNs) as a proactive measure to alert you about known issues that can impact the devices in your network. It is an effective means of communicating the information collected while helping one customer fix issues to another customer who could face similar issues in future. Using this information, which was collected when issues were reported to Juniper Networks, Service Insight identifies devices on your network with similar conditions. PBNs associated with devices on your network are matched and displayed on the Manage PBNs page. These PBNs keep you aware of the possible impacts and also of ways to fix the issue. PBNs also consist of workarounds that suggest temporary fixes and instructions that you can follow to protect your network. See Targeted PBNs Overview.

    Juniper Care Plus (JCare Plus) customers are entitled to receive PBNs that are managed by the Advanced Services (AS) team. Juniper Care customers are entitled to receive only auto PBNs. Auto PBNs are PBNs that are matched automatically by the system. They are not managed by the AS team. Customers who do not have JCare Plus license are considered as JCare customers.

    Service Insight receives updates about EOL and PBN information from JSS. It also enables you to send notifications about these updates to multiple users and manage these notifications. You can define the events that trigger a notification, the filters that further specify the trigger events, and also the actions that you want Service Insight to take after the notification is triggered. See Notifications Overview .

    Service Insight uses two timers, one that runs every midnight, and another that runs every hour. The timers initiate the process to fetch EOL data of devices from JSS.

    When a large number of devices is added to Service Insight, EOL data is received by Service Insight in batches. The timer that runs every midnight updates the EOL and PBN data by sending requests to JSS and processing the responses that are received from JSS. If the device information in Service Now and Service insight are not synchronized, the midnight timer initiates a synchronization process so that changes made to devices in Service Now are reflected in Service Insight.

    Service Insight Dashboard

    The Service Insight dashboard displays notifications and graphically illustrates the number of devices per device group and the number of devices not sending device snapshots. You can access the Service Insight dashboard by selecting Service Insight from the Application Switcher.

    The Service Insight dashboard includes:

    Service Insight Workspaces

    Apart from the Insight Central and Administration workspaces, Service Insight also provides shortcuts to the Devices and Jobs workspaces by including them in the Service Insight navigation tree. Table 1 lists the tasks that can be performed using the Service Insight workspaces.

    Table 1: Service Insight Workspaces

    Workspace Name

    Tasks Included

    Insight Central

    Using the Insight Central workspace, you can perform the following tasks:

    • View devices for which EOL reports and associated PBNs are available..
    • Generate EOL reports.
    • Identify PBNs that can affect specific devices.
    • View list of PBNs associated with devices added in the Service Now application.
    • Flag PBNs to users.
    • Assign ownership of PBNs.
    • E-mail PBN details to users.
    • Delete PBNs.

    Administration (Service Now workspace)

    Using the Administration workspace you can perform the following tasks:

    • Add and manage devices. Adding devices enables you to receive EOL and PBN data for those devices.
    • Manage script bundles and install and uninstall AI-Scripts on devices.
    • Add and manage device groups.
    • Add and manage Service Now organizations.
    • Configure Service Now global settings.

    Dashboard Gadgets

    The dashboard displays gadgets with information that is updated automatically and instantaneously. You can move gadgets on the dashboard and change their sizes. These changes persist even after you log back in to the system. The gadgets displayed on the Service Insight dashboard are:

    New EOL Matches

    The New EOL Matches gadget graphically displays the EOL matches found for the devices on the previous day, the previous week, and the past month. Clicking a bar within the graph takes you to the Exposure Analyzer page which displays the devices for which the EOL matches are found.

    For example, when you click the green bar of the New EOL Matches gadget (as shown in the following figure), the Exposure Analyzer page displays only the two devices for which EOL notifications were received last month.

    Recent PBNs

    The Recent PBNs gadget graphically displays the devices for which PBNs were received the previous day, the previous week, and the past month. Clicking the bars within the graph takes you to the Manage PBNs page which lists the devices for which the PBNs are found.

    For example, when you click the green bar of the Recent PBNs gadget (as shown in the following figure), the Manage PBNs page lists only those three devices for which PBNs were received last month.

    PBN Severity

    The PBN Severity gadget graphically displays the severity levels of the received PBNs. Clicking a bar within the graph takes you to the Manage PBNs page which lists the PBNs.

    For example, when you click the green bar of the PBN Severity gadget (as shown in the following figure), the Manage PBNs page displays only the PBNs with Minor severity level that were received.

    Service Insight Notices

    The Service Insight Notices gadget provides the following links:

    Modified: 2016-08-11