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Creating Notification Policies


You can configure notification policies in Junos Space Service Now to specify when Service Now should send notifications about events occurring on devices in a managed network and the recipients of the notifications. Triggers define instances when a notification should be sent for events. For example, if ’Incident Submitted’ notification policy is configured, Service Now sends a notification to recipients whenever an incident is submitted to JSS.

You can further refine the trigger by applying a filter so that notifications are sent only for specific organization, device group, and devices. For example, you can apply a filter to the Incident Submitted trigger so that Service Now sends notifications only when critical incidents from a specific organization are submitted to Juniper Support System (JSS).

You can define the following triggers for notifications to be sent in Service Now:

  • New Incident Detected: Notification is sent when a new incident is created in Service Now.

  • Incident Submitted: Notification is sent when an incident is submitted to JSS.

  • Case ID Assigned: Notification is sent when a case is created for the incident and a case ID is assigned to the case.

  • Case Status Updated: Notification is sent when the status of the case is updated.

  • New intelligence Update: Notification is sent when a device snapshot is received by Service Now.

  • Service Contract Expiring: Notification is sent when the service contract for a device is nearing expiry.

  • New Exposure: Notification is sent when a proactive bug notification (PBN) is received from JSS.

  • Ship-to Address Missing for Device: Notification is sent when an RMA incident is submitted to JSS with no ship-to address for a device.

  • Connected Member Device Added/Removed: Notification is sent when an end customer adds or deletes devices from Service Now organization

To create a notification policy:

  1. From the Service Now navigation tree, select Service Central > Notifications > Create Notifications.

    The Create Notifications page appears as shown in Figure 1,

    Figure 1: Create Notifications Page
    Create Notifications Page
  2. In the Name field, enter a notification policy name.

    The name must be unique and can contain alphanumeric characters, space, hyphen (-), and underscore (_). The maximum number of characters allowed is 64.

  3. From the Trigger drop down menu, select a trigger for the notification to be sent.
  4. If not already expanded, expand the Apply Filters section and enter the filter parameters.

    Different filters are supported for different trigger types.
  5. Enter the e-mail IDs of users to whom the notification must be sent.

    Use the Add Email and Delete buttons to add and delete e-mail IDs.

  6. In the Send SNMP Traps to section, specify the destinations where SNMP traps can be sent when an event occurs.
  7. Select the Send JMB file as attachment in mail check box if the JMB is to be attached to the notification e-mail.
  8. Click Add.

    The notification policy is created and displayed on the Notifications page.