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Service Now Product Health Data Collection Overview

 

Starting from Service Now Release 15.1R1, Service Now collects product health data (PHD) from managed devices to assess the health of the devices.

Note
  • PHDC is not supported on Service Now operating in End Customer mode.

    Starting in Service Now Release 16.1R1, a Service Now partner can collect PHD on end-customer devices.

  • PHDC is not supported on QFX Series devices in a QFabric.

  • PHD can be collected only if AI-Scripts 5.0 or later is installed on a device.

  • Within the Service Now application, the product health data collection term, in addition to indicating the feature, indicates individual product health data collection configuration.

PHD is composed of the output of various show commands of Junos OS, such as show version, show system uptime, show chassis fabric summary, and so on. AI-Scripts installed on managed devices execute the show commands and collect the output as a Juniper Message Bundle (JMB). AI-Scripts execute the show commands at one-hour interval for the configured number of days. Service Now collects the JMBs and creates a PHD file. The PHD file can be viewed from Service Central > Device Analysis > Product Health Data Devices and Administration > Product Health Data Collection tasks of the Service Now navigation tree. For information about viewing PHD files, see Viewing Product Health Data Files Collected from a Device.

Figure 1 shows the Product Health Data Devices page that lists the devices from which Service Now collects PHD. You can view the status of PHD collected on a device on this page. Service Now lists a device on this page when at least one PHD file is collected from it.

Figure 1: Product Health Data Devices Page
Product Health Data Devices Page

Table 1 describes the fields on the Product Health Data Devices page.

Table 1: Fields on the Product Health Data Devices Page

Field Name

Description

Device

Name of the managed device from which PHD is collected

Serial Number

Serial number of the device

Product

Type of Junos product

View

Link to view the PHD files collected from the device

For information about viewing the PHD files, see Viewing Product Health Data Files Collected from a Device.

Service Now submits the PHD collected to Juniper Support Systems (JSS) that assesses the health of the device. JSS submits the result of the assessment to the Juniper Networks customer who requested the PHD assessment.

To configure PHDC on Service Now, define the following:

  • Devices from which PHD should be collected

  • Number of days for which PHD should be collected from the devices

  • Whether PHD should be uploaded to JSS

  • Whether PHD should be deleted from Service Now after it is uploaded to JSS

  • Whether IP addresses should be overwritten with asterisks (*) for security purposes in the PHD files

You can configure PHDC on a device in one of the following ways:

  • From the Product Health Data Collection task of the Administration workspace

  • From the Service Now Devices task of the Administration workspace

For information about configuring PHDC on managed devices, see Configuring Product Health Data Collection on a Device

From the Product Health Data page, you can perform the following tasks:

  • Export information about devices from which PHD is collected to Excel.

  • Export information about the collected PHD files of a device to Excel.

For information about exporting PHD to Excel, see Exporting Product Health Data Information to an Excel File.

Release History Table
Release
Description
Starting in Service Now Release 16.1R1, a Service Now partner can collect PHD on end-customer devices
Starting from Service Now Release 15.1R1, Service Now collects product health data (PHD) from managed devices to assess the health of the devices