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    Collecting RSI and System Log Files

    Service Now provides the Configure File Collections option to configure the interval during which a Request Support Information (RSI) command can be executed on a device to gather device configuration information. For example, you can set the RSI command to be executed every two hours. When you configure an interval for collecting RSI, Service Now executes the RSI command only once during the configured interval to collect RSI. For events that occur within the configured interval after RSI is collected, Service Now uses the already collected RSI in the JMB of those events.

    The following example illustrates how RSI is collected from a device.
    In this example, the following considerations are made:

    • Configured interval for collecting RSI: 1hr
    • Time at which RSI was last executed: 1:00 PM

    Time of Event

    RSI Executed

    Comment

    1:30 PM

    No

    RSI is not collected at 1:30 PM as one hour has not yet elapsed since RSI was last collected at 1:00 PM.

    1:59 PM

    No

    RSI is not collected at 1:59 PM as one hour has not yet elapsed since RSI was last collected at 1:00 PM.

    2:00 PM

    Yes

    RSI is collected at 2:00 PM as one hour has elapsed since RSI was last collected at 1:00 PM.

    2:01 PM

    No

    RSI is not collected at 2:01 PM as one hour has not yet elapsed since RSI was last collected at 1:00 PM.

    4:30 PM

    Yes

    RSI is collected at 4:30 PM as two-and-a-half hours have elapsed since RSI was last collected at 2:00 PM. The configured interval to collect RSI is 1hr.

    4:35 PM

    No

    RSI is not collected at 4:35 PM as one hour has not yet elapsed since RSI was last collected at 4:30 PM.

    5:30 PM

    Yes

    RSI is collected at 5:30 PM as one hour has elapsed since RSI was last collected at 4:30 PM.

    Note:

    • The icon, if present in the device row (next to the device’s organization), indicates that while copying a JMB from the device to Service Now, one or more JMB files, such as attachments or log files, are not deleted from the device.

      If you place the cursor on the icon, the files that are not deleted appear. You must manually delete these files from the device.

    • From AI-Scripts Release 4.0 onward, the Attachment section of a JMB contains commands executed in response to an event and links that you can click to view or download the command output.
    • We recommend that you configure RSI collection at least once by using Service Now to ensure proper generation of the RSI attachment for a JMB.

    To configure the interval for collecting RSI and system log files:

    1. In the Service Now navigation tree, select Administration > Service Now Devices.

      The Service Now Devices page appears.

    2. On the Service Now Devices page, select the device for which you want to collect RSI and system log files.
    3. From the Actions menu, select Configure File Collection. Alternatively, right-click the device and select Configure File Collection.

      The Configure File Collections dialog box appears as shown in Figure 1.

      Figure 1: Configure File Collections Dialog Box

      Configure File Collections
Dialog Box
    4. In the RSI section of the Configure File Collections dialog box, select one of the following:
      • Do not change settings to leave the settings for collecting RSI as is. This option is selected by default.

        Using this dialog box, you can choose to configure the interval for collecting only the RSI or log files. If you want to configure collecting only the log files without changing the configuration for collecting RSI files, select this option.

        For all devices, by default, Service Now is configured to collect RSI every five minutes. However, the following exceptions apply:

        • Service Now is configured to collect RSI every 15 minutes for SRX1400, SRX3400, SRX3600, SRX5600, and SRX5800 devices.
        • Service Now is configured to not collect RSI for the following devices:
          • ACX Series—ACX1000 and ACX1100
          • EX Series—EX2200 and EX3300
          • SRX Series—SRX100, SRX110, SRX210, SRX220, SRX240, SRX550, and SRX650
      • Use default setting to collect RSI from the device for an event if five minutes have passed since RSI was last collected from that device
      • Do not collect if you do not want to collect RSI for any event that occurs on the device
      • Always collect to always collect RSI for all events that occur on the device
      • Minimum interval between RSI collection to configure the minimum time interval for collecting RSI between consecutive events. If you select this option, select the time interval from the drop-down list provided below this option.
    5. In the Log Files section of the Configure File Collections dialog box, select one of the following:
      • Do not change settings to leave the settings for collecting system log files as is. This option is selected by default.

        Using this dialog box, you can choose to configure the interval for collecting only the RSI or system log files. If you want to configure collecting only RSI without changing the configuration for collecting system log files, select this option. By default, Service Now is configured to collect system log files for every event.

      • Use default setting to collect system log files for every event that occurs on the device
      • Do not collect if you do not want to collect system log files for any event that occurs on the device
      • Always collect to collect system log files for every event that occurs on the device
    6. (Optional) If you want to schedule this configuration for a later time, select the Schedule ’Collection of Files’ changes to be updated on device(s) at specified time: check box and select a date and time for the schedule from the list.
    7. Click Submit.

      A job is created to save the configuration and the job ID is displayed in the Job Information dialog box.

    8. In the Job Information dialog box, click the job ID link to view the status of the job.
     

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    Modified: 2018-03-20