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    Notification Policies Overview

    Service Now sends a notification to users when a specific event occurs. Notification policies define the parameters for these notifications. A notification policy specifies the events on Service Now for which you want Service Now to send a notification. It also specifies the actions a user must take for that event.

    You must specify the following parameters when you create a notification policy:

    • Trigger—The event that causes Service Now to send notification
    • Filters—Filters for the events that cause Service Now to send a notification
    • Actions—Specify the action (or actions) that must be taken after the specified event occurs. These events can be filtered by priority, device name, serial number, and so on. Different filters are supported for incident and information trigger types.

    Table 1 lists the triggers and filters that can be configured on Service Now.

    Table 1: Notification Triggers and Trigger Filters

    Trigger

    Description

    Filters

    New Incident Detected

    Trigger to send a notification when a new incident is received from a Service Now Device.

    This is the only option available when Service Now is in offline mode.

    Priority, Organization, Device groups, Device name, Serial number, Has the words, and Does not have

    Incident Submitted

    Trigger to send a notification when an incident is submitted to JSS for creating a case

    Priority, Organization, Device group, Device name, Serial number, Has the words, and Does not have

    Case ID Assigned

    Trigger to send a notification when a case ID is assigned to an incident in Juniper Support System (JSS)

    Priority, Organization, Device groups, Device name, Serial number, Has the words, and Does not have

    Case Status Updated

    Trigger to send a notification when the status of a case is updated

    Priority, Organization, Device groups, Device name, Serial number, Has the words, and Does not have

    New Intelligence Update

    Trigger to send a notification when one or more device snaphsots or informational JMBs are received

    Intelligence update type, Products affected, Platform type, Keywords, Serial Number, Software Version, Organization, Device Group, Devices impacted, Has the words, Does not have

    Service Contract Expiring

    Trigger to send a notification when the technical support contract license is nearing expiry for one or more devices

    The notification is sent sixty days before expiry of the service contract and lists devices for which the technical support contract is nearing expiry

    Organization, Device group, Device name, Serial number

    New Exposure

    Trigger to send a notification when one or more managed devices are susceptible to known issues

    Organization, Device group, Devices

    Ship-to Address Missing For Device

    Trigger to send a notification when an RMA incident is submitted to Juniper Support Systems without ship-to address

    Priority, Organization, Device group, Device name, Serial number, Has the words, Does not have

    Switch over enabled for iJMB

    Trigger to send a notification when Service Now switches over to auto collection mode for collecting iJMBs (Device Snapshot) for one or more managed devices

    Service Now switches iJMB collection to auto collection mode when it does not receive IJMBs even though AI-Scripts is installed on the device.

    Organization, Device group, Device name, Serial number, Products, Platform type

    PHD Collection Failure

    Trigger to send a notification when Service Now fails to collect product health data (PHD) from one or more managed devices

    Organization, Device group, Device name, Serial number, Send email for every

    Connected Member Device Added/Removed

    Trigger to send a notification by a Service Now operating in Partner Proxy mode when a device is added or removed by an end customer

    Connected member, Device name, Serial number, State

    From the Notifications page, you can perform the following actions:

    Modified: 2016-08-11