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New and Changed Features

The following features are new in Junos Space Service Now Release 17.1R1 and Junos Space Service Insight Release 17.1R1:

  • Auto Submit and Incident Filters: Service Now allows configuring incident filters to filter JMBs for creating incidents and auto submit filters to filter incidents for submitting to JSS or Service Now partner. These filters help in filtering JMBs and incidents at a granular level reducing the number of cases created in JSS.

    The following changes are made in the Service Now GUI for the auto submit and incident filters:

    • Auto Submit Filters and Incident Filters tasks are added to the Administration workspace of the Service Now GUI to configure and manage auto submit filters and incident filters respectively.
    • Advanced Settings task is added under the Global Settings menu of the Administration workspace to define the global action for auto submit and incident filters.
    • The Choose filters to include in Auto Submit Policy page is included in the workflow for configuring an auto submit policy. The page provides an option for configuring an auto submit filter or associating a configured auto submit filter to an auto submit policy while configuring the auto submit policy.
    • Suppressed Events menu is added to the Service Central workspace to view JMBs for which incidents were not created by applying incident filters.

    For information about auto submit and incident filters, see Incident Filters Overview and Auto Submit Filters Overview.

  • Assigning an Incident to a Case: Service Now allows assigning an incident (any incident) to an existing technical support case if the incident can be related to the case. This helps in keeping the case updated with the latest information.

    The following changes are made in the Service Now GUI to assign an incident to a case:

    • The Associate Case action is provided for an incident to associate the incident with the case.
    • The Associate Case Id field is included on the on-demand incident and Request RMA pages to associate the on-demand incident and RMA incident with a case while requesting for the incidents to be created.

    For information about assigning an incident to a case, see Associating an Incident with an Existing Case.

  • Additional Fields in EOL Report: The EOL report includes the following additional fields:
    • Announcement Type to indicate if the device component is end of sale, end of life, or if the component is RoHS compliant and available restrictedly
    • Replacement Model Description to describe the component that can replace the outdated part in a product
    • RoHS Compliance to indicate if a part RoHS compliant or not.

    For more information about EOL reports, see Exporting EOL Reports.

  • Collecting Additional Information for Incidents and Technical Support Cases: Service Now allows collecting information, in addition to JMB, for incidents and technical support cases. This helps in troubleshooting an event by keeping the associated incident and case updated with new and latest data.

    The Collect Additional Information action is provided for an incident and technical support case for configuring the job to collect additional information.

    For more information about this feature, see Configuring Junos OS Commands to Collect Additional Information for an Incident.

  • Device Support: Service Now Release 17.1R1 and Service Insight Release 17.1R1 support SRX4100 and SRX4200 devices.
  • Updating Directive File: The Update Directive File From Juniper Support System check box is provided in the Advanced Settings task of the Global Settings menu to provide an option for the user to avoid updating the directive file in Service Now automatically when a newer version is available in JSS.
  • Support for TLS v1.2 Security Standard: Service Now uses TLS v1.2 protocol for communication between Service Now and JSS or a Service Now partner to improve security.

Modified: 2017-10-04