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    Configuring Junos OS Commands to Collect Additional Information for an Incident

    You can configure Junos OS commands to collect additional information for an incident on the Incidents page. When you configure additional information to be collected, the commands you entered are executed on the device and the output collected in a *.txt file and uploaded to Service Now database. If a case is already created for the incident, the file is directly uploaded to Juniper Support System (JSS) or Service Now partner (in case of End Customer mode).


    • 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 BIOS incidents and incidents that are closed.

    To collect additional information for an incident by executing Junos OS commands:

    1. From the Service Now Navigation tree, select Service Central > Incidents.

      The Incidents page appears.

    2. Select the incident for which you want to collect additional information.
    3. Select Collect Additional Information > Create from the Actions or right-click menu.

      The Collect Additional Information page appears as shown in Figure 1.

      Figure 1: Collect Additional Information Page

      Collect Additional Information
    4. In the CLI Commands text box, enter the commands that you want to execute to collect additional information.

      Note: Service Now does not validate the commands that you enter to collect additional information. To add multiple commands, use colon (,) or semi-colon (;) or the new line character (press Enter on keyboard) consistently as the delimiter.

    5. (Optional) Select the Schedule at a later time check box and select the date and time the commands should be executed.

      Note: The commands are executed immediately if you do not schedule a date and time for the commands to be executed.

    6. (Optional) Select the Repeat check box and select the interval and the duration of the interval when the commands should be executed.

      The intervals can be in minutes, hours, daily, weekly, monthly, or yearly to collect additional information. By default, an interval of once a week is selected.

    7. (Optional) To define an end time for collecting information for the incident, do one of the following:
      • Click Never to continue collecting information by executing the commands at the defined interval till the incident is closed. This option is selected by default
      • Select the date and time when the commands should stop executing.
    8. Click Submit to save the configuration or Cancel to cancel the configuration.

      The job to collect additional information is executed immediately if the Schedule at a later time is not selected.

    SeeViewing Junos OS Commands Configured for collecting Additional Information for an Incident to check whether the job to collect additional information is successful or not.

    Modified: 2017-06-06