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    Junos Space Service Now Devices Overview

    For Junos Space Service Now to monitor and detect events on devices, you must discover the devices using the Junos Space Network Management Platform, add the devices to Service Now, and then install AI-Scripts on the devices.

    You can view only those devices discovered by the Junos Space Platform for which you have permission (based on the role-based access control [RBAC] policy). When you add a device to Service Now, you receive information JMBs (iJMBs) and event JMBs (eJMBs) that help you monitor and resolve issues on the device.

    You can group multiple devices into a single device group so that you can manage these devices as a single entity; for example, you can install or uninstall AI-Scripts on all the devices in a device group in a single operation.

    You can view Service Now devices on the Service Now devices page. Double-click a device to view its details. Details about the device are displayed under the following four tabs—Details, Address Details, Contract Details, and Device Analysis.

    • Details—Provides general details such as the hostname, IP Address, and serial number of the device
    • Address Details—Provides the ship-to-address and location where the device is present
    • Contract Details—Provides service contract details of a device

      Note: Service Now populates the details of the start and end dates of contract and end-of-life (EOL) information of the device components on the View Physical Inventory page of the Junos Space Network Management Platform GUI. For details about accessing the View Physical Inventory page, see Viewing Physical Inventory.

    • Device Analysis—Provides details such as the Routing Engine, and time and status of the data collected from the device for validating the BIOS integrity of the device

    Table 1 describes the attributes of Service Now devices displayed under the four tabs.

    Table 1: Service Now Devices Field Descriptions

    Field Name

    Description

    Details tab

    Organization

    Name of the organization to which the device is assigned

    Connected Member

    Name of the connected member

    Device Group

    Name of the device group to which the device belongs

    HostName

    Unique name by which the device is known on a network

    IP Address

    IP address of the device

    Serial Number

    Serial number of the device

    Product

    Type of the device; for example, MX960 and EX4200

    Platform

    Model of the device

    OS Version

    Version of the Junos OS that is running on the device

    State

    By default, this field is hidden. This field is displayed only for end-customer devices in a Service Now application operating in the Partner Proxy mode. The values for this field are Added and Removed.

    Script Bundle

    Name and version of the script bundle installed on the device

    Event Profile

    Name and version of the event profile installed on the device

    Routing Engine

    Type of Routing Engine present on the device; the values are:

    • Single Routing Engine
    • Dual Routing Engines

    Domain

    Domain to which the device is assigned.

    Event Profile Installation Status

    Installation status of an event profile on the device; the values are:

    • Success
    • Failed
    • Master RE Failed
    • Backup RE Failed
    • Successfully installed in Master RE; Backup RE is inactive

    Policy

    Autosubmit policies associated with the device for submitting incidents to a Service Now partner (for Service Now operating in End Customer mode) or Juniper Support Systems; each policy is separated by a comma.

    RSI File Collection

    Configuration for collecting RSI from the device

    BIOS File Collection

    Configuration for collecting BIOS files from the device

    Log File Collection

    Configuration for collecting system log files from the device

    Connection Status

    Status of connection between the device and Service Now

    Maintenance Mode

    Specifies whether the device is currently in maintenance mode or not.

    Possible values are:

    • ON: The device is in maintenance mode.
    • OFF: The device is not in maintenance mode.

    Alerts

    Status of iJMB received from the device

    Support Contract Information

    Table to display information about the support contract for the device. The following fields are included in the table: contract number, status, SKU, SKU type, as well as start and end dates of the contract.

    To receive on-demand updates about your Service Now contract, click the Refresh button on the Device Details page.

    Address Details tab

    Ship-to Address

    Address to which the device or device parts should be shipped

    Location

    Location the device is installed

    Contract Details tab

    Contract #

    Service contract number of the device

    Status

    Status of the device service contract

    SKU

    Stock-keeping unit of the device

    SKU Type

    Type of SKU of the device

    Start Date

    Start date of the device service contract

    End Date

    End date of the device service contract

    Device Analysis tab

    Entity

    Routing Engine from which data was collected for BIOS validation

    Type

    Type of device analysis

    Last Collected

    Date and time when the data was last collected for BIOS validation

    Status

    Status of BIOS validation:

    • Pending Submission—Service Now has received data for BIOS validation from the device; the data is yet to be submitted to Juniper Support System (JSS).
    • Pending Case Creation—BIOS validation data of the device is received by JSS; JSS is yet to create a case for the received data.
    • Case Created—JSS has created a case for the BIOS validation data received for the device.

      Note: This field is not applicable if Serivce Now is operating in the End Customer mode.

    • Case Creation Failed—JSS failed to create a case for the BIOS validation data received for the device.

      Note: This field is not applicable if Serivce Now is operating in the End Customer mode.

    • Submission Failed—Service Now is unable to submit the BIOS validation data of the device to JSS.
    • Validation Success—The validation of BIOS data of the device by JSS was successful.
    • Out for Extended Review—The BIOS validation encountered issues and the BIOS data is sent to the device team for further review.

    The icon, if displayed in the row of a device on the Service Now Devices page, indicates one of the following scenarios:

    • There is a mismatch between the versions of AI-Scripts installed on a device and AI-Scripts bundle present on Service Now.

      This icon is also displayed when Service Now does not have an AI-Scripts bundle uploaded, but the device has AI-Scripts installed on it.

      If you place the cursor on the icon, the tool tip displays the following message:

      There is a mismatch of the AI-Scripts installed on routing engine, on device.

      For example:

      There is a mismatch of AI-Scripts installed on 'fpc0' of device ex-4200-sn1.

      For a device with dual Routing Engines, routing engine indicates the Routing Engine on which the version of AI-Scripts installed is different from the AI-Scripts bundle present on Service Now. If the version of AI-Scripts installed on both the Routing Engines is different from the AI-Scripts bundle present on Service Now, the following message is displayed:

      There is a mismatch of the AI-Scripts installed on routing engine 1, routing engine 2, on device.

      For example:

      There is a mismatch of AI-Scripts installed on ’re0’, ’re1’ of device mx-104-sn.

      There can be a mismatch between the versions of AI-Scripts installed on a device and Service Now for the following reasons:

      • Service Now is unaware of the AI-Scripts version installed on a device—for example, when you add a device to Service Now that already has AI-Scripts installed on it.
      • After installing AI-Scripts on a device by using Service Now, you have manually deleted AI-Scripts from the device.
    • One or more JMB files, attachments, and log files are not deleted from a device after these files are copied from the device to Service Now.

      If you place the cursor on the icon, a tool tip displays the following message:

      one or more files (JMB/Attachments/Logs) could not be deleted from the device.

      These files contain the _ais_ string in their names and must be deleted manually from the /var/tmp directory of the device.

    From the Service Now Devices page, you can perform the following tasks:

    Modified: 2017-06-03