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    Checking Incident Status Updates

    In Service Now, incidents are the occurrence of a predefined problem in a device. Information about these incidents is sent to the Service Now application. Service Now routinely checks for new incidents. The Manage Incidents page displays the incidents chronologically by organization name and device group.

    You can use the Incidents page to submit an incident to JSS for creating a case. The submission status of the incident appears in the Status column on the Incidents page. After you submit the incidents, the status is Submitted. When JSS creates the case, the status changes to Created and the Case ID appears. Further updates to the incident change the incident’s status to Updated.

    Service Now provides three ways to check incident status.

    • Using Junos Space logs. The Junos Space log of an incident displays a list of the status changes.
    • Using notification policies. You can create a notification policy to notify users whenever the status of an incident is updated. For more information about creating notification policies, see Creating and Editing a Notification Policy.
    • Using the Service Central page. The My Incidents graph on the Service Central page displays the number of incidents whose status has changed since you last logged in. It also displays other information such as the number of incidents that were flagged to you, the number of incidents that you own, and the number of new incidents that were added since your last logged in.

      To view the Service Central page, select Service Central from the Service Now navigation tree.

    Modified: 2017-05-28