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    Collecting Additional Information for Incidents and Cases Overview

    Starting Junos Space Service Now 17.1R1, for an incident or a technical support case, you to collect information in addition to what is available in a Juniper Message Bundle (JMB) by executing Junos OS commands on the device for which the incident and case are created. The additional information can be collected for an incident either before submitting the incident for opening a case or after the case is created. If a case is already created for the incident, the additional information collected can be directly uploaded to Juniper Support System (JSS) and associated with the case. You can define the commands that can be executed to collect the additional information and the intervals at which the commands should be executed.

    The additional information is collected from the device as a text file with the name additional_cli_information_<devicename>_<timestamp>.txt and associated with the incident in the Service Now database or uploaded to JSS if a technical support case is already created for the incident. If you are collecting the additional information for a case, Service Now uploads the information directly to JSS from the device. For Service Now operating in the End Customer mode, the additional information is uploaded to the Service Now partner from where it is uploaded to JSS, if required.

    Note:

    • A Service Now partner cannot configure commands for collecting additional information for incidents or cases for its end customers.
    • Additional information cannot be collected for incidents and cases that are in the closed state.

    Release History Table

    Release
    Description
    Starting Junos Space Service Now 17.1R1, for an incident or a technical support case, you to collect information in addition to what is available in a Juniper Message Bundle (JMB) by executing Junos OS commands on the device for which the incident and case are created. The additional information can be collected for an incident either before submitting the incident for opening a case or after the case is created

    Modified: 2017-05-29