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    Troubleshooting Issues with Submitting Incidents to JSS or a Service Now Partner

    Problem

    Description: Junos Space Service Now does not submit incidents and JMBs to JSS or a Service Now partner.

    Symptoms: The status of an incident is set to Submission failed on the Incidents page.

    Solution

    Service Now submits the incidents automatically to Juniper Support System (JSS) or a Service Now partner if configured to do so. If the submission of an incident fails, Service Now sets the status of the incident to Submission failed on the Incidents page.

    To troubleshoot issues with submitting incidents to JSS or a Service Now partner:

    1. Log in to Junos Space.
    2. Select Service Now from the drop-down menu above the Junos Space Network Management Platform navigation tree.

      The Service Now navigation tree appears.

    3. From the Service Now navigation tree, select Service Central > Incidents.

      The Incidents page appears.

    4. Double-click the incident with the Submission failed status.

      The Incident Details page appears. In the Status field of the Incident Details page, the reason for the failure to submit the incident to JSS or the Service Now partner is specified.

      Look in the /var/log/jboss/servers/server1/serviceNow.log file with the search string “Case Submit failed for Incident“ for more details.

      See Accessing Junos Space Service Now and Junos Space Service Insight Logs for information about accessing Service Now logs.

    A common reason for the Submission failed status of an incident is disrupted network connectivity with JSS. Check whether you are able to connect to JSS by pinging services.juniper.net .

    For further assistance with resolving this issue, contact JTAC at https://www.juniper.net/support/requesting-support.html .

    Modified: 2017-06-08