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Service Now Auto Submit Filters Overview

 

Junos Space Service Now receives a Juniper Message Bundle (JMB) from a device, when an event occurs on the device, and creates an incident for the event. If auto submit policies are configured, Service Now automatically submits incidents to Juniper Support Systems (JSS) or Service Now partner for creating a case. Starting from Junos Space Service Now Release 17.1R1, you can assign auto submit filters to an auto submit policy to provide options for filtering incidents at a granular level before submitting them to JSS or a Service Now partner (in case of End Customer mode).

You can use the auto submit filters for the following purposes:

  • Define incidents that should be submitted for creating cases

  • Define incidents that should not be submitted for creating cases

Service Now displays all the configured auto submit policy filters on the Auto Submit Filters page (Administration > Auto Submit Filters) and provides options to define a basic filter, advanced filter, and import auto submit filters.

Basic filters filter incidents based on attributes such as event synopsis, platform, event type and so on by using the and and or predefined computational logic. Advanced filters use Perl script to define the filtering logic and thereby provide the flexibility to define your own filtering logic.

Note
  • Auto submit filters cannot be applied on incidents created for on-demand JMBs, BIOS JMBs, and Product Health Data JMBs.

  • In a Service Now partner, auto submit filters cannot be applied to incidents received from a Service Now end customer.

  • There is no limit on the number of auto submit filters that can be created. However, a large number of auto submit filters impacts the performance of Service Now when submitting incidents to JSS or Service Now partner.

Starting in Service Now Release 17.2R1, you can use in-built or custom Perl modules in advanced auto submit filters. For example, you can use custom Perl module for implementing a filtering logic and use that filtering logic across multiple advanced auto submit filters.

For using a Perl module, you can store the Perl module (*.pm) in any desired location in the Junos Space server and ensure that the files have read and executable permissions and the files are accessible by the advanced filters.

Starting in Service Now 17.2R1 release, auto submit filters are stored at the /var/cache/jboss/sn/advanced_filterlocation of the Junos Space server.

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.

To view auto submit filters configured on Service Now, in the Service Now navigation tree, click Administration > Auto Submit Filters. The Auto Submit Filters page appears as shown in Figure 1. Double-clicking a filter opens the Auto Submit Filter Detail page that displays the details of the filter.

Figure 1: Auto Submit Filters Page
Auto Submit Filters Page

Table 1 lists the attributes of the auto submit filter displayed on the Auto Submit Filters and Auto Submit Filter Detail page.

Table 1: Fields on Auto Submit Filters Page

Column

Description

Name

Name of the auto submit filter.

Type

Type of auto submit filter: Basic or Advanced.

Action

Action to be taken on an incident when the incident matches the conditions of the filter term: Submit case, Do not submit case, or Associate to an existing case.

Created By

User who created the filter.

Status

Status of the filter: Enabled or Disabled.

Created Time

Date and time when the filter is created.

Updated Time

Date and time when the filter was last updated.

Order

Order in which filters are applied to Incidents. By default, the filters are displayed in the ascending order.

See Reordering Auto Submit Filters for changing the order of a filter.

Associated Case ID

ID of the case to which an incident should be associated.

Associated Policy

Auto submit policies in which the auto submit filter is used.

Attributes

Link to view attributes defined in the filter.

Actions That You Can Perform From the Auto Submit Filters Task

You can perform the following actions related to auto submit filters:

Release History Table
Release
Description
Starting from Junos Space Service Now Release 17.1R1, you can assign auto submit filters to an auto submit policy to provide options for filtering incidents at a granular level before submitting them to JSS or a Service Now partner (in case of End Customer mode).