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    Uploading Core Files Generated for Events

    You can configure an FTP or SFTP server in Service Now to upload core files that are generated for an event or related to an event. A core file is generated when a fault occurs on a device. You can upload specific core files either when an incident is submitted to Juniper Support Systems (JSS) to open a case for the event or after the case is opened.

    You can configure an FTP or SFTP server only if Service Now is operating in the Partner Proxy, Direct, or Demo mode. In the End Customer mode, Service Now uses the FTP or SFTP server configured by the Service Now partner to upload core files. The core files are uploaded to the FTP or SFTP server and associated with the case number assigned to the incident by the partner. The Service Now partner uploads the core files to JSS where it is associated with the case number provided by JSS.

    You cannot configure FTP server to upload core files in an Offline mode.

    To upload core files:

    1. From the Service Now navigation tree, select Administration > Global Settings> Core File Upload Configuration.

      The Core File Upload Configuration page appears.

      Figure 1: Core File Upload Configuration Page

      Core File Upload Configuration
Page
    2. Select the upload preference from the Core File Upload Preference drop-down list.

      The available options are:

      • Anonymous FTP directly from device: If you select this option, Service Now directly uploads the core files from the device to the FTP server.
      • Disabled-Core Files uploaded manually: If you select this option, Service Now does not upload core files to the FTP server. You have to manually upload the core files to the FTP server.
      • Secure FTP upload through Service Now: If you select this option, Service Now uploads the core files to the SFTP server after downloading the core files to the Service Now database.
      • Both FTP & SFTP: If this option is selected, Service Now tries to upload core files from the device to the FTP server. If upload of core files to FTP server fails, then Service Now tries to upload the core files to the SFTP server after downloading them to the Service Now database.
    3. Enter the required parameters in the respective fields.
    4. Click Submit.

      Note: For Service Now operating in End Customer mode, these fields are disabled. In the End Customer mode, the values for all the fields are retrieved from the partner. The Update Credentials field is available to update the credentials from the associated Service Now partner.

    5. Click Check SFTP Server to verify the connectivity of the SFTP server.

    Modified: 2017-05-29