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New and Changed Features

The following features are new in Junos Space Service Now Release 17.2R1 and Junos Space Service Insight Release 17.2R1:

  • Ability to Configure AI-Scripts Parameters on a Device—Starting Release 17.2R1, Service Now provides the Advanced Parameters Settings menu in the Actions list of Service Now devices to configure AI-Scripts parameters by using the Service Now GUI.

    Earlier, a user had to manually edit the ais-param-set.slax file on a device to configure AI-Scripts on the device. For more information, see Configuring AI-Scripts Parameters by Using Junos Space Service Now.

  • Ability to Delay Submitting Incidents by Using an Auto Submit Policy—Starting from Release 17.2R1, Service Now provides the option Minimum Incident Submission Delay Time (In Mins) for configuring the time after which an incident should be submitted for creating a case when an auto submit policy is configured for the incident.

    By configuring a time delay to submit an incident, you can choose not to submit an incident until the time delay, for creating a case. For more information, see Creating an Auto Submit Policy.

  • Ability to Provide Comments While Committing AI-Scripts Configuration—Starting release 17.2R1, Service Now provides the Commit Comment text box for you to provide comments when you install or uninstall event profiles from devices by using Service Now.

    The following GUI changes are made for providing comments while installing or uninstalling AI-Scripts from devices by using Service Now:

    • A Commit Comment text box is provided on the Install Event Profile page
    • A Commit Comment text box is provided on the UnInstall Event Profile page
    • A Commit Comment text box is provided on the Advanced Settings page to configure the default comment to be entered while installing or uninstalling event profiles by using Service Now.

    For more information, see Installing an Event Profile on a Device by Using Service Now and Uninstalling an Event Profile from a Device.

  • Adding Case Notes while Associating a Case with an Incident—From Service Now Release 17.2R1 onward, you can add a comment when you associate an incident with a case. A new text box, Customer Comment, is introduced to help you add comments when you associate an incident with a case. Service Now sends the information you provided as comment to the Case Manager along with the incident information. You can view the comment as a case note in the Case Manager.

    The following GUI changes are made to help you provide comments when you associate an incident with a case:

  • Enhancements to Advanced Auto Submit and Incident Filters—Starting Release 17.2R1, Service Now supports Perl module to ease the use of advanced auto submit and incident filters. For more information, see Incident Filters Overview and Auto Submit Filters Overview.

    Note: The Perl module in-built in Service Now includes an API, getExistingIncidents(), for getting information about the latest 20 incidents. The API is included in the FilterUtilV1.pm file stored in /var/cache/jboss/SN/AdvancedFilters. For more information, see Sample Perl Script for Incident and Auto Submit Filters.

  • Enhancements to Device Management—Starting from Release 17.2R1, Service Now detects and flags devices with the same host name in a device group. The ability to detect and flag devices that have the same host name in a device group enables Service Now to avoid potential conflicts that might occur when users install event profiles.
  • Enhancements to E-mail Notifications—From release 17.2R1, Service Now sends notifications by including a URL for checking the details of the event for which the notification is sent. The URL includes a fully qualified domain name (FQDN), instead of the IP address, of the Junos Space server where Service Now is installed.

    The following notifications have FQDN in the URLs:

    • Incident Detected
    • Incident Submitted
    • Case ID Assigned
    • Case Status Updated
    • End Customer Incident Submitted in Partner Proxy
    • End Customer case created in Partner Proxy
    • End Customer Case Updated in Partner Proxy
    • End Customer case closed in Partner Proxy

    If a hostname is not configured for the Junos Space server, IP address of the server is used in the URLs contained in the notification.

  • Enhancements in the Procedure to Assign an Auto Submit Policy to a Device—Starting Release 17.2R1, Service Now enables you to assign an auto submit policy to all devices in a device group in a single operation. Previously, auto submit policies had to be assigned to each device in a device group separately.

    An auto submit policy assigned to a device group apply to any new device added to the device group.

    The following GUI changes are made to help you assign an auto submit policy to a device group:

    • The Select Auto Submit Policies section is added to the Create Device Groups page to assign auto submit policies to a device group. Auto submit policies assigned to a device group are assigned to all the devices in the device group as well as any new device you add to the group.
    • The Select Auto Submit Policies section is added to the Modify Device Group page to assign or remove auto submit policies assigned to a device group.
  • Enhancement to RSI Collection—Starting Release 17.2R1, Service Now detects whether a device is running subscriber management services. If the device is running subscriber management services, Service Now executes the RSI Brief command instead of the usual RSI command to avoid impacting the performance of the device CPU.

    Note: The RSI brief command does not execute the detail option due to which size of the output is smaller as compared with the output of regular RSI command.

Modified: 2018-02-01