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    Creating an Auto Submit Policy

    An auto submit policy enables incidents that are generated on Service Now to be submitted to JSS automatically for creating a Tech Support Case. Although events with priority P1 can be included in an auto submit policy, they do not get automatically submitted to JSS. Therefore, P1 events must be submitted manually and JTAC should be called immediately.

    To create an auto submit policy:

    1. From the Service Now navigation tree, select Administration > Auto Submit Policy > Create Auto Submit Policy.
      The Choose devices to include in Auto Submit Policy page appears as shown in Figure 1.

      Figure 1: Auto Submit Policy Creation Page

      Auto Submit Policy
Creation Page
    2. In the Policy Name field, enter a name for the policy. The name can contain only alphanumeric (a-z, A-Z, 0-9), underscores (_), and hyphens (-). The maximum number of characters allowed is 255.
    3. Select the devices for which you want to create an auto submit policy.
      • To filter devices by their organization, in the show list, select By Organization and select an Organization in the Organization field. A new list displays devices filtered organizations or device groups
      • To filter devices by device group, in the show list, select By Device Group and select a Device Group from the Device Group field. A new list displays devices filtered organizations or device groups
    4. Select the devices for which you want to assign the auto submit policy.

      (Optional) To display the list of selected devices to which you want to assign the auto submit policy:

      1. Click the Show Selected Devices link.
        The Selected Devices dialog box displays the list of devices that you selected.
      2. Verify the list and click Close to return to the previous page.
    5. Click Next.
      The Choose events to include in Auto Submit Policy page appears.

      Figure 2: Choose Events to Include in Auto Submit Policy Page

      Choose Events
to Include in Auto Submit Policy Page
    6. Select the Select All Events Across Pages check box to include all the listed events to the auto submit policy.

      You can also manually select the events that you want to include in the auto submit policy. Events with priority P1 are not available for selection. Do not include events that are inactive for the devices selected in Step 4. You can easily identify these events by looking at the icons that are used to represent them (see Table 1).

      To find events, type the event name in the Find event field and then select the event. As you type an event name, all the events with names beginning with the text that you entered are displayed in the list. For example, as shown in Figure 2, when you type audi in the Find event field, all events with names beginning with audi are listed.

      Table 1: Icons That Represent the Event Types and Their Descriptions

      Event Icons

      Descriptions

      Event is inactive for all the selected devices. Do not include this event in the auto submit policy.

      Event is inactive for some of the selected devices.

      Event is active for all the selected devices.

      Event is, by default, priority P1 for one or more selected devices. Although these events can be included in the auto submit policies, they do not get automatically submitted to JSS. You can open a case for these events only by contacting JSS directly over phone.

    7. (Optional) To display the list of selected events that you want to include in the auto submit policy:

      1. Click the Show Selected Events link.
        The Selected Events dialog box displays the events that you selected.
      2. Verify the list and click Close to return to the Choose events to include in Auto Submit Policy page.
    8. Click the Duplicate Incident Dampening link to set the dampening interval for the selected events. The Duplicate Incident Dampening dialog box appears.
    9. Choose a dampening interval from the Dampen Incidents for drop-down list.
      • None creates an incident in Service Now for each occurrence of the selected events on the selected devices.
      • Always: After the first occurrence of the selected events on the selected devices, no incident is created for the events in Service Now. An incident Is created on the first occurrence of the event. No incident is created for a selected event on a selected device until the incident is closed or deleted.

        Always does not create incidents after the first occurrence of the selected events on the selected devices. An incident is created for the first occurrence of the selected events on the selected devices. The next incident is created only after the existing incident for the event is closed or deleted.

      • Dampening intervals of 1hr, 2hr, 3hr, etc. does not create incidents in Service Now for the specified time duration after the occurrence of a selected event in a selected device.
    10. Click Next.

      The Submit Case Options page appears.

    11. Click the Enter Email Id field to enter an e-mail IDs in the format user@example.com.

      To add, or delete multiple e-mail IDs, use the Add Email and Delete buttons.

    12. Click Modify to modify the site ID or username details of organization.

      The Make Selection to Change Site ID or Use dialog box appears.

      • To modify the site ID, click Default Org, and select the site ID from the Site ID list.
      • To modify the user name, click User Name, and enter the username and password of the selected Site ID or organization in their respective fields. After your user credentials are validated, click Get Sites to select a site ID specific to the new user.
    13. Click OK.
      The Summary of Auto Case Policy to be created page lists the details such as the selected events, the devices on which they occurred, the event synopsis, and the dampening status.

      The Submit Case Options page appears again.

    14. Select the Upload Core Files check box if you want the auto submit policy to upload core files to configured FTP server for selected events.
    15. Select the Delete Core Files from Router after Uploading check box If you want to delete core files from the device after uploading it to the FTP server.
    16. In the Follow Up Method list, select the method that you would like to use to follow up on the case—Email Full Text Update, Email Secure Web Link, or Phone Call.
    17. In the Priority field, select the priority of the case. The available options are Critical, High, Medium, and Low. The default priority is Low.
    18. In the Add Comments to Synopsis and Add Comments to Description fields, enter a synopsis and description for the case.

      When submitting on-demand or off-box incidents, you can edit the auto-generated synopsis and description. The maximum number of characters allowed for the synopsis and the description are 255 and 1,028 respectively.

    19. Click OK.

      The auto submit policy is created and listed in the View Auto Submit Policy page. When the selected events occur on the devices associated with the auto submit policy, incidents are automatically submitted to Juniper Support system (JSS) and a Tech Support Case is created. For Service Now operating in End Customer mode, the incidents are submitted to Service Now partner.

      By default, auto submit policies are enabled. To disable auto submit policies, see Changing the Status of Auto Submit Policies.

    Modified: 2016-08-11