Help us improve your experience.

Let us know what you think.

Do you have time for a two-minute survey?

Guide That Contains This Content
[+] Expand All
[-] Collapse All

    Incidents Overview

    An incident is the occurrence of a defined event in a device. When an event, such as a process crash, an application-specific integrated circuit (ASIC) error, or a fan failure occurs on an AI-Scripts-enabled device, the AI-Scripts builds a Juniper Message Bundles (JMBs) file with the event data which is accessed by Junos Space Service Now.

    A JMB file is an XML file that contains diagnostic information about the device and other information specific to the condition that triggered the event. The JMB file contains information such as hostname, time stamp of the event, synopsis, description, chassis serial number of the device, and the severity and priority of the event. After a JMB is generated, it is stored at a defined location in the device from where Service Now collects it. For each JMB collected, Service Now creates an incident. The incidents can be viewed on the incidents page.

    Service Now uses Device Management Interface (DMI), which is an extension to the NETCONF network management protocol, to access JMBs from devices. The Incidents page provides a user interface to view incidents chronologically, by organization name, and by device group. To stay updated of the events that occur in Service Now, you can create notification policies that instantly notify you of an event in the form of e-mails or SNMP traps.

    Table 1 lists the fields on the Incidents page.

    Table 1: Fields on the Incidents Page




    The organization associated with the device for which the incident is created

    Device Group

    The device group associated with the device for which the incident is created


    The priority of the incident


    The type of defect

    Problem Identifier

    The ID of the incident

    Incident Type

    The type of incident. This parameter can have one of the following values:

    • Event—indicates that an event is detected on the Service Now managed devices
    • On-demand—Indicates that the incident created is an on-demand incident
    • Event-RMA—indicates that an RMA event is detected on the Service Now managed devices
    • Event (low end)—indicates that the JMB generated on a device is a low impact JMB. User can manually collect troubleshooting data and update case through Case Manager or Service Now
    • On-demand RMA—Indicates that the RMA event detected on the device is an on-demand event
    • AIS Health Check—Indicates the incident is created in response to a JMB collected to obtain information about AI-Scripts error


    The device on which the incident occurred


    The hardware platform to which the device belongs


    The date and time the incident was created on Service Now

    Total Core Files

    The number of core files available for the incident


    The status of the incident


    Specifies users are flagged to receive updates about the incident


    The entity of the device for which the incident was created; for example, Routing Engine (re0, re1), power supply, and FPCs


    Remarks, If any, about errors while reading the JMB or creating the incident.

    You can perform the following tasks from the Incidents page:

    Note: Junos OS devices may not provide specific time zones for incidents, and hence Service Now may display an incorrect time of occurrence for incidents. For example, when the time zone is EST, Service Now uses US EST by default, while the time zone can also be AEST (Australian EST).

    Modified: 2017-06-06