Help us improve your experience.

Let us know what you think.

Do you have time for a two-minute survey?

Navigation
Guide That Contains This Content
[+] Expand All
[-] Collapse All

    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:

    • Event—indicates that an event is detected on the Service Now managed devices.
    • On-demand—Indicates that the incident created is an on-demand incident.
    • Event-RMA—indicates that an RMA event is detected on the Service Now managed devices.
    • Event (low end)—indicates that the JMB generated on a device is a low impact JMB. User can manually collect troubleshooting data and update case through Case Manager or Service Now.
    • On-demand RMA—Indicates that the RMA event detected on the device is an on-demand event.
    • AIS Health Check—Indicates the incident is created in response to a JMB collected to obtain information about AI-Scripts error.

    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:

    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).

    Modified: 2016-08-11