Help us improve your experience.

Let us know what you think.

Do you have time for a two-minute survey?

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

    Service Now Modes

    Overview

    Depending on your contract with Juniper Networks, Junos Space Service Now operates in Direct, End Customer, and Partner Proxy modes. Service Now enables and disables certain features based on its mode of operation.

    Note: Service Now and Service Insight should be run in the same server group of a JBoss EAP domain as the Junos Space Network Management Platform. Operating Service Now, Service Insight, and Junos Space Network Management Platform in different server groups is not supported.

    For information on running Junos Space applications in server groups, refer to Junos Space Network Management Platform User Guide.

    • Demo mode–Service Now operates in demo mode from the time you install Junos Space and until you create a Service Now organization and validate the organization’s connection with JSS.

      In this mode, Service Now supports a single organization and up to five devices. The connection between Service Now and Juniper Support Services (JSS) is disabled, preventing the creation of technical support cases.

    • Offline mode–You can accept a standalone or Partner Proxy license file and activate the Junos Space Platform and Service Now application without having to connect to the Juniper Support Service (JSS). You can perform all Service Now tasks except submit cases, create auto submit policies, view exposure, or view cases in Case Manager. You do not have the option to work in offline mode if Service Now is already in the end customer mode.
    • Direct mode–In Direct mode, you can add multiple Service Now organizations and devices. Service Now is connected to JSS which enables JSS to provide support for the incidents and device snapshots or informational Juniper Message Bundles (iJMBs) ithat you submit.
    • End Customer mode–Service Now can be operated in the End Customer mode by customers such as service providers and enterprises who want to manage their networks. In this mode, Service Now and JSS communicate through a Juniper Networks partner’s Service Now application. A partner manages multiple customers using a secure HTTPS connection that is established between the customer and the partner’s Service Now applications.

      The partner provides credentials to a customer to create an organization. The customer creates an organization using the credentials, and submits incidents to the partner. The partner submits the cases to JSS and sends case updates back to the customer. JSS validates a customer only when an iJMB or incident is submitted to it.

      Direct mode and End Customer mode have similar functions; however, in the End Customer mode, you can create only one organization and you submit cases to the partner instead of JSS.

    • Partner Proxy mode–Service Now can be operated in the Partner Proxy mode by a qualified Juniper Networks partner. A Juniper Networks partner manages Service Now applications of multiple customers. A secure HTTPS connection is made between the Service Now applications of every customer and the partner and between the partner and JSS. The partner receives JMBs from the customers and can either submit the JMBs to JSS on behalf of the customers or handle the cases without JSS support.

      In this mode, a partner can add multiple organizations and device groups and associate every customer with an organization. In JSS, each organization is associated with a Site ID and cases from customers are opened with Juniper Networks under the site ID associated with the customer’s organization. When you add an end customer to an organization, a default device group is created. You cannot delete this device group manually; however, it is automatically deleted when the end customer is deleted.

      To connect to an end customer, a Service Now partner uses a self-signed security certificate. Although this method of identification is not trusted, this certificate is automatically accepted to ensure that the communication between the partner and the customer is encrypted.

    Table 1 highlights some of the differences in the various modes of operating Service Now.

    Table 1: Tasks Enabled for Service Now Modes

    Task

    Demo Mode

    Offline Mode

    Direct Mode

    End Customer Mode

    Partner Proxy Mode

    Number of devices supported

    5

    Multiple

    Multiple

    Multiple

    Multiple

    Number of organizations supported

    1

    Multiple

    Multiple

    1

    Multiple

    Adding connected members

    Enabled

    Updating end-customer cases

    Enabled

    Assigning messages to an end-customer

    Enabled

    Viewing messages assigned to an end-customer

    Enabled

    Submitting incidents for creating technical support cases to JSS

    Disabled-

    Enabled

    Disabled (can submit incidents to Service Now partner)

    Enabled

    Installing and removing AI-Scripts from devices

    Enabled

    Enabled

    Enabled

    Enabled

    Enabled (only for devices managed directly by the Service Now partner)

    Validating the BIOS

    Disabled

    Enabled

    Enabled

    Enabled

    Product Health Data Collection

    -

    -

    Enabled

    -

    Enabled

    Other tasks (Viewing incidents, configuring notifications, receiving JMBs, managing the inventory)

    Enabled

    Enabled

    Enabled

    Enabled

    Enabled

    Table 2 lists the differences in the Service Now GUI when Service Now operates in different operating modes.

    Table 2: Differences in the Service Now GUI for Different Operating Modes

    Direct Mode

    End Customer Mode

    Partner Proxy Mode

    Offline Mode

    Demo Mode

    Service Now Notice on dashboard

    See Service Now Dashboard Overview

    Service Now is enabled.

    Service Now is connected to a Service Now Proxy.

    Service Now is enabled as a Partner Proxy

    Service Now offline mode is enabled

    Service Now is in Demo Mode

    Service Insight

    For information about Service Insight, see Junos Space Service Insight User Guide

    Supported

    NA

    Supported

    NA

    NA

    Global settings page

    For information about configuring global settings, see Configuring Global Settings

    Options available for configuring:

    • Outbound e-mail address

      Device snapshot purge time

      Product health Data purge time

      Submitted incident purge time

      Not submitted incident purge time

      Device log file purge time

      Do not auto submit which are older

      Repeat incident dampening period

      Share Service Now Profile Information

      Collect Log Files

    Connection status refers to connection of Service Now with JSS.

    Options available for configuring:

    • Outbound e-mail address
    • Device snapshot purge time
    • Product health Data purge time
    • Submitted incident purge time
    • Not submitted incident purge time
    • Device log file purge time
    • Do not auto submit which are older
    • Repeat incident dampening period
    • Share Service Now Profile Information

      Collect Log Files

    Connection status refers to connection of Service Now with JSS.

    Options available for configuring:

    • Outbound e-mail address

      Device snapshot purge time

      Product health Data purge time

      Submitted incident purge time

      Not submitted incident purge time

      Device log file purge time

      Do not auto submit which are older

      Repeat incident dampening period

      Share Service Now Profile Information

      Collect Log Files

    Connection status refers to connection of Service Now with JSS.

    Options available for configuring:

    • Outbound e-mail address

      Device snapshot purge time

      Product health Data purge time

      Submitted incident purge time

      Not submitted incident purge time

      Device log file purge time

      Do not auto submit which are older

      Repeat incident dampening period

      Share Service Now Profile Information

      Collect Log Files

    Connection Status is not displayed

    Options available for configuring:

    • Outbound e-mail address

      Device snapshot purge time

      Product health Data purge time

      Submitted incident purge time

      Not submitted incident purge time

      Device log file purge time

      Do not auto submit which are older

      Repeat incident dampening period

      Share Service Now Profile Information

      Collect Log Files

    Connection status refers to connection of Service Now with JSS and is always Connection Failed.

    Core file configuration

    For information about configuring FTP server to upload core file, see Configuring Server to Upload Core Files

    Contains options to configure FTP and SFTP servers for uploading core file

    Displays the FTP server configured for uploading core file.

    End customers use the FTP server configured by the Service Now partner to upload core files. Therefore end customers do not have the option to configure FTP server

    Contains options to configure FTP and SFTP servers for uploading core file

    Contains options to configure FTP and SFTP servers for uploading core file

    Contains options to configure FTP and SFTP servers for uploading core file

    Partner Certificate Configuration

    For information about configuring partner certificate in an end customer Service Now, see Service Now End Customer–Partner Communication Overview

    NA

    Can configure the SSL certificate from Service Now partner for secure communication

    NA

    NA

    NA

    Add member

    For information about adding end customers to Service Now, see Adding an End Customer to Service Now Configured in Partner Proxy Mode.

    NA

    NA

    Add member option is provided to add end customers to Service Now.

    NA

    NA

    E-mail templates listed

    For information about E-mail templates, see E-mail Templates Overview.

    E-mail templates for flagging and submitting incidents; creating and updating case; flagging messages to users; new incidents are created; iJMBs are received, expiry of certificates; failure to collect product health data; activities related to end customer cases

    E-mail templates for flagging and submitting incidents; creating and updating case; flagging messages to users; new incident creation; iJMBs are received, iJMBs are not received, expiry of certificates; failure to collect product health data

    E-mail templates for flagging and submitting incidents; creating and updating case; flagging messages to users; new incident creation; iJMBs are received, iJMBs are not received; failure to collect product health data

    E-mail templates for flagging new incidents, iJMBs received, failute to collect product health data

    No e-mail templates are listed

    End customer cases

    For information about end customer cases, see Technical and End Customer Support Cases Overview.

    NA

    NA

    Includes the option View End Customer Cases to view cases submitted by end customers for resolution

    NA

    NA

    Submitting Incidents

    For information about submitting incidents, see Submitting an Incident to Juniper Support Systems or Service Now Partner.

    Site ID and username can be modified

    Site ID not visible for end customers

    Site ID and username can be modified

    NA

    NA

    Generating on-demand Incidents

    For information about creating on-demand incidents, see Generating an On-Demand Incident.

    The Creating On-demand Incidents page contains the following options:

    • Automatically Submit incident

      -Use Service Now to generate Incident

      -Collect log files

      -Verify CPU Usage

    The Creating On-demand Incidents page contains the following options:

    • Automatically Submit incident

      -Use Service Now to generate Incident

    The Creating On-demand Incidents page contains the following options:

    • Automatically Submit incident

      -Use Service Now to generate Incident

      -Collect log files

      -Verify CPU Usage

    The Creating On-demand Incidents page contains the following options:

    • Automatically Submit incident

      -Use Service Now to generate Incident

      -Collect log files

      -Verify CPU Usage

    The Creating On-demand Incidents page contains the following options:

    • Automatically Submit incident

      -Use Service Now to generate Incident

      -Collect log files

      -Verify CPU Usage

    Modified: 2017-06-08