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Configuring Service Now

 

Configuring Service Now involves the following tasks:

Configuring an SMTP Server

An SMTP server must be configured on the Junos Space Network Management Platform to submit incidents to Juniper Support Systems (JSS) or a Juniper Networks partner and receive responses for the incident.

To configure an SMTP server:

  1. In the Network Management Platform navigation tree of the Junos Space GUI, select Administration > SMTP Servers.

    The SMTP Servers page appears.

  2. Click the Add icon.

    The Create SMTP Server dialog box appears as shown in Figure 1.

    Figure 1: Create SMTP Server Dialog Box
    Create SMTP Server Dialog Box
  3. In the Server Name field, enter a name for the SMTP server.

    The name should contain alphanumeric characters and can include a hyphen (-), underscore (_), and period (.). The maximum number of characters allowed is 128.

  4. In the Host Address field, enter the IP address of the mail server.
  5. From the Port Number drop-down list, select a port number.

    The default value is 587. This port number implies the use of SMTP server authentication.

  6. In the From Email Address field, enter the e-mail address of this server in the format user@example.com.

    This address appears as the sender of e-mail messages from the applications that are using this server.

  7. (Optional) Select Use SMTP Authentication if you want the credentials of an e-mail to be checked before it is sent.

    If you select Use SMTP Authentication, you must configure user credentials as follows:

    1. In the User Name field, enter a username for authentication.

      There are no restrictions on the username.

    2. In the Password field, enter a password for the username.

      There are no restrictions on the password.

    3. In the Confirm Password field, reenter the password for confirmation.
    4. From the Security drop-down list, select a protocol for encrypting e-mails sent through this server. The available options are Transport Layer Security (TLS) and Secure Sockets Layer (SSL).

For more information about configuring an SMTP server, see the Junos Space Platform User Guide at Junos Space Network Management Platform Documentation.

Configuring the Operating Mode of Junos Space Service Now

The mode in which you can operate Junos Space Service Now depends on your service contract with Juniper Networks. The option to choose the operating mode of Service Now is presented on the Global Settings page of the Service Now Administration workspace, when you access the Service Now GUI for the first time after installing Service Now and Service Insight.

Figure 2 Global Settings page with options to configure the mode of operating Service Now.

Figure 2: Configuring Service Now Operating Mode
Configuring Service Now Operating
Mode

Service Now can be operated in the following modes:

  • Demo mode—Service Now operates in demo mode until you create a Service Now organization and validate the organization’s connection with JSS.

  • Offline mode—Select this mode to operate Service Now in Direct or Partner Proxy modes without having to connect to JSS.

  • Direct mode—Select this mode to operate Service Now in Direct or Partner Proxy mode by connecting to JSS.

  • End Customer mode—Select this mode to operate Service Now in the End Customer mode.

    For information about capabilities of Service Now when operating in various modes, see Junos Space Service Now Modes.

To configure the operating mode of Service Now:

  1. Log in to the Junos Space GUI.
  2. In the Service Now navigation tree, select Administration > Global Settings.

    The Global Settings page appears. See Figure 2.

  3. Click one of the modes in which you want to operate Service Now.
    • Offline mode

      The Global Settings page for configuring offline mode is shown in Figure 3.

      Figure 3: Offline Mode
      Offline Mode

      To operate Service Now in offline mode:

      1. On the Global Settings page, click Offline Mode.
      2. Click the Browse button to browse for the Partner Proxy or Direct license and click Upload.

        The license file is imported into Junos Space.

        Note

        The license file is provided to you by Juniper Networks or a qualified Juniper Networks partner.

      3. Click Save.

        A message indicating that Service Now is successfully configured in the Partner Proxy or Direct mode is displayed.

    • Direct mode

      This mode is selected by default. Figure 4 displays the Global Settings page for configuring Service Now in Direct mode.

      Figure 4: Direct Mode
      Direct Mode

      To configure Service Now in the Direct mode, click Save and configure organizations using the credentials obtained from Juniper Networks or a qualified Juniper Networks partner. For information about configuring an organization, see Adding an Organization to Service Now.

    • End Customer mode

      The Global Settings page for configuring Service Now in the End Customer mode is shown in Figure 5.

      Figure 5: End Customer Mode
      End Customer Mode

      To configure Service Now to operate in End Customer mode:

      1. On the Global Settings page, click End Customer.

        The Enter IP or Hostname text box appears.

      2. In the Enter IP or Hostname text box, enter the IP address or hostname of the Service Now partner and click Save.
      3. Configure an organization by using the username and password obtained from the Service Now partner. For information about configuring an organization, see Adding an Organization to Service Now.

        If the organization is created successfully, a message is displayed indicating that an organization is successfully created and is connected to the Service Now partner. In the Service Now partner, the end customer (referred as connected member) is listed on the Organizations page.

Configuring an Organization

An organization represents the site ID of a customer in the Customer Relationship Manager (CRM) of JSS.

To create an organization, you need the site ID and credentials (username and password) for the site ID. The site ID, username, and password are provided by Juniper Networks or a qualified Juniper Networks partner for operating Service Now in Direct or End Customer mode respectively. For operating Service Now in End Customer mode, the Service Now partner provides the username and password to configure an organization.

To configure an organization:

  1. On the Junos Space Network Management Platform GUI, from the Service Now navigation tree, select Administration > Organizations > Add Organization.

    The Add Organization page appears as shown in Figure 6.

    Figure 6: Add Organization Dialog Box
    Add Organization Dialog Box
  2. In the Name field, enter a name for the organization.

    The name should contain alphanumeric characters. Underscore(_), hyphen (-), and period (.) are allowed. The maximum number of characters allowed is 64.

  3. From the Submit Cases as drop-down list, select Test Cases to submit incidents for testing purposes.Note

    You must change Test Cases to Real Cases after you complete testing. Otherwise, real-time incidents are submitted as test cases and will be ignored by JSS.

  4. In the User Name and User Password fields, enter a username and password to log in to JSS to obtain a site ID.
  5. Click the Get Sites button to obtain your site ID.
  6. Select a filter level from the JMB Filter Level drop-down list.

    The filter level determines what information in the JMB is shared with JSS or a Juniper Networks partner. The following filter levels are available:

    • Do not send: Service Now does not send when you submit an incident.

    • Send all information except configuration: Service Now sends JMBs without any device configuration information.

    • Send all information with IP addresses overwritten: Service Now sends JMBs with IP addresses overwritten by asterisks (*). This is the default value.

    • Send all information: Service Now sends the JMB as obtained from the device without any filtering.

    • Only send list of features used: Service Now sends the JMB with the list of features (such as RADIUS server) configured on a device. However, the values configured for the features are not shared.

  7. Click Submit.

    The organization is created and listed on the Organizations page.

Creating a Connected Member (End Customer)

If you operate Service Now in the Partner Proxy mode, you must configure end customers (also known as connected members) to represent the Service Now end customer that connects with the Service Now partner.

To create a connected member:

  1. From the Service Now navigation tree, select Administration > Organization > Add Member.

    The Add Member page appears as shown in Figure 7.

    Figure 7: Add Member Dialog Box
    Add Member Dialog Box
  2. In the Name field, enter a name for the end customer.

    The name must contain only alphanumeric characters (a–z, A–Z, 0–9). The maximum number of characters allowed is 64.

  3. In the User Name field, enter a username for the end customer.

    The customer should use this username when submitting incidents for resolution to the Juniper Networks partner. The username must be in the user@example.com format.

  4. In the User Password field, enter a password for the username.

    There are no restrictions on the password.

  5. In the Confirm User Password field, reenter the password.
  6. From the JMB Filter Level drop-down list, select the JMB filter level.

    The filter level determines the information in the JMB that can be shared with JSS.

  7. Select Override Address if you want Return Materials Authorization (RMA) incidents from end customers to be submitted to JSS with your location or ship-to address.

    If you do not select this check box, an RMA incident from an end customer is submitted to JSS with the end customer’s location or ship-to address.

  8. Select Accept BIOS Validations to accept BIOS data from end-customer devices for validation.

    If you do not select this check box, the Configure BIOS Validation option on the Actions menu of Service Now devices is disabled for the end customer.

  9. Select Accept AIS Health Check Incidents to accept AI-Scripts health check incidents
  10. Click Submit.

    The end customer or connected member is created and listed on the Organizations page.

Testing Service Now Connection

After an organization is created, you can check whether or not you are able to connect to JSS or the Service Now partner (in case of End Customer mode).

To test the connection of Service Now with JSS or the Service Now partner:

  1. From the Service Now navigation tree, select Administration > Organizations.

    The Organizations page appears.

  2. Select the organization whose connection you want to test and select Check Status from the Actions menu. Alternatively, right-click the organization and select Check Status.

    The Test Connection dialog box displays the result of the test connection as shown in Figure 8.

    Figure 8: Test Connection Result
    Test Connection Result
  3. Navigate to Administration > Global Settings and confirm that the Connection Status displays OK.

    Service Now is connected to JSS or the Service Now partner.

Creating Device Groups

Devices that are discovered and added to the Junos Space Network Management Platform are automatically added to the Service Now application. However, if Junos Space Service Now is operating in demo mode, only the first five devices are added.

Device groups help manage devices as a single entity. You can group devices based on their functions or their attributes.

  • If Junos Space Service Now is operating in the Direct mode, a default device group is automatically created and associated with an organization when you create the organization.

  • If Service Now is operating in the Partner Proxy mode:

    • A default device group is automatically created and associated with an organization when you create the organization.

    • A default device group is also added for the organization created by an end customer. Devices added to Service Now by the end customer are automatically added to the default device group. You can add or remove devices to or from the default device group in an end-customer organization, but cannot delete the default device group.

To create a device group:

  1. From the Service Now navigation tree, select Administration > Device Groups > Create Device Group.

    The Create Device Group page appears as shown in Figure 9.

    Figure 9: Create Device Group Page
    Create Device Group Page
  2. In the Name field, enter a name for the device group.

    The name must contain only alphanumeric characters (a–z, A–Z, 0–9). The maximum number of characters allowed is 64.

  3. From the Organizations list, select an organization to which you want to add the device group.

    If you want to add the device group to a new organization, click New Organization; see Configuring an Organization for details.

  4. In the Select Devices to add them to the Device Group section, select the devices to be added to the device group.
  5. Click Add.

    The selected devices are added to the device group. To verify that the devices are added to the device group, double-click the device group on the Device Groups page to view the details of the device group.

Installing AI-Scripts on a Device

AI-Scripts provide the intelligence to a device running Junos OS to detect hardware or software failures.

Junos Space Service Now is shipped with a default AI-Scripts bundle. If needed, you can download other versions of the AI-Scripts bundle from the Juniper Networks website (AI-Scripts - Download Software) and add them to Service Now.

You must select event scripts from the AI-Scripts bundle to create an event profile and install the event profile on a device running Junos OS. Juniper Message Bundles (JMBs) are generated on the device only for those events that have event scripts included in the event profile.

We recommend that you first identify five of the most common events for which you want JMBs generated and select event scripts only for those events to be installed on the device from the AI-Scripts bundle. This helps you to observe the effect of the AI-Scripts configuration on the device, for example, memory consumed while generating JMBs, the frequency a JMB is generate for an event, performance of the device while JMB is generated, and so on. Install the scripts for other events using a new event profile after your observation.

Note

For information on resources utilized by AI-Scripts on a device, see Effect of AI-Scripts on Resource Utilization of a Device.

Before you begin, ensure that you have the following:

  • A valid service contract with Juniper Networks

  • A user account to access Juniper Networks tools and resources

    If you do not have a user account, fill up the registration form at https://www.juniper.net/registration/Register.jsp to create a user account.

Installing AI-Scripts on a device involves the following tasks:

Adding AI-Scripts Bundle to Service Now

To add an AI-Scripts bundle to Service Now:

  1. Access AI-Scripts - Download Software.

    The AI-Scripts – Download Software page appears.

  2. On the AI-Scripts - Download Software page, click the Software tab
  3. Click the AI-Scripts Install Package of the AI-Scripts release that you want to download. Use the Version drop-down list to select an AI-Scripts release version.

    By default, the releases in the latest version are listed on the AI-Scripts - Download Software page.

    The LOGIN page appears.

  4. Log in to the Juniper Networks authentication system with the username and password provided by Juniper Networks.
  5. Click the AI-Scripts Install Package link to download the AI-Scripts Install package to your local file system.
  6. From the Service Now navigation tree, select Administration > Event Profiles > Script Bundles > Add Script Bundle.

    The Add Script Bundle page appears as shown in Figure 10.

    Figure 10: Add Script Bundle Dialog Box
     Add Script Bundle Dialog
Box
  7. Click Browse.

    The file upload dialog box of your Web browser appears.

  8. Locate the AI-Scripts bundle in your local file system and click Upload.

    The AI-Scripts bundle is uploaded to Service Now and appears on the Script Bundles page.

Creating an Event Profile Using an AI-Scripts Bundle

To create an event profile from an AI-Scripts bundle:

  1. From the Junos Space Service Now navigation tree, select Administration > Event Profiles > Add Event Profile.

    The Add Event Profile page appears as shown in Figure 11.

    Figure 11: Add Event Profile Page
    Add Event Profile Page
  2. In the Profile Name field, enter a name for the event profile.

    The name can contain alphanumeric characters and the Underscore (_), hyphen (-), and space special characters. The maximum number of characters allowed is 255.

  3. In the Description field, enter a description for the event profile.

    The maximum number of characters allowed is 255.

  4. From the Script Bundle drop-down list, select the AI-Scripts bundle from which you want to select event scripts to be included in the event profile.
  5. Select the check box next to Event Synopsis to include all the event scripts present in the selected AI-Scripts bundle, in the event profile.

    Alternatively, you can include specific events scripts by selecting the check boxes provided next to the event scripts.

  6. (Optional) Click the Show Selected Events link to view and verify the event scripts included in the event profile.
  7. Click Submit.

    The Save Event Profile dialog box appears. The dialog box displays a link to apply the event profile to devices manually and another link to return to the Profiles page.

  8. Click Return to the Profiles page to return to the event profiles page.

After an event profile is created, it can be installed on a device running Junos OS.

installing the Event Profile on Devices

To install event profiles on devices running Junos OS:

  1. From the Service Now navigation tree, select Administration > Event Profiles.

    The event profiles page appears.

  2. Select the event profile that you want to install on the devices and select Push to devices from the Actions menu. Alternatively, right-click the event profile and select Push to devices.

    The Push to Devices page appears as shown in Figure 12.

    Figure 12: Push to Devices Dialog Box
    Push to
Devices Dialog Box
  3. Select the devices on which you want to install the event profile.

    When the event profile is installed, a copy of the AI-Scripts bundle from which the event profile is created is stored on the device.

  4. (Optional) If you do not want to save a copy of the AI-Scripts bundle on the device, select the Never store Script Bundle files on device (if selected roll-back option will not be available) check box.

    By default, this check box is not selected and the AI-Scripts bundle is stored in the device in which it is installed.

  5. (Optional) If you want to remove the AI-Scripts bundle from the device after it is installed, select the Remove Script Bundle files after successful install check box.

    By default, this check box is not selected and the AI-Scripts bundle is stored in the device in which it is installed.

  6. (Optional) if you do not want the device configuration to be modified while committing the event profile on the device, clear the Alter device configuration to enable AI-Script events on device check box. By default, this option is selected.Note
    • If you clear the Alter device configuration to enable AI-Script events on device check box and the static AI-Scripts configuration is not present on the device, Service Now only installs the AI-Scripts bundle on the device. The static AI-Scripts configuration must be committed on the device manually and the /var/db/scripts/op/ais-param-set.slax file executed for AI-Scripts to generate JMBs.

    • When you install or upgrade AI scripts releases earlier than Release 5.0 on a device using Service Now Release 15.1 or later, the static AI-Scripts configuration must be pushed manually to the device for each installation and upgrade irrespective of whether the Alter device configuration to enable AI-Script events on device check box is selected or cleared.

  7. Click Submit.

    The Potential Exposure when Event Profile is installed on Devices page appears. An ! icon is placed next to the devices that are susceptible to the events in the event profile.

  8. Click Continue.

    The Install Event Profile dialog box appears. With this dialog box, you can remove devices from the list by clearing their respective check boxes.

  9. Click Install.

    The Job Information dialog box displaying the job ID appears. To view the status of this job, click the job ID link. The Jobs page displays the status of the job.

    If you have installed the event profile on a dual Routing Engine, the results displayed on the Jobs page show the status for both the primary Routing Engine and the backup Routing Engine. A Failed status indicates that the installation failed on either of the Routing Engines.

  10. Click OK.

    The View Event Profiles page appears.

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 13,

    Figure 13: 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.

Generating Test Cases

To confirm whether incidents are created in Service Now when events occur on a device, generate an on-demand incident on a device and submit a test case to JSS or a Service Now partner (if you are operating Service Now in End Customer mode).

To distinguish a test case, ensure that the Submit Cases attribute of an organization is set to Test Cases.

To generate an on-demand incident:

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

    The Service Now Devices page is displayed.

  2. Click a device and select Create On-demand Incident from the Actions menu. Alternatively, right-click the device and select Create On-demand Incident.

    The On-demand Incident dialog box is displayed.

  3. Select the Automatically Submit Case check box to submit the on-demand incident.
  4. Select the Use Service Now to Generate Incident check box to generate an on-demand JMB.
  5. Select the priority of the incident from the Priority list.

    The available options are—Critical, High, Medium, and Low. By default, Low is selected.

  6. In the Synopsis field, enter a synopsis for the on-demand incident.

    The maximum number of characters allowed is 155.

  7. In the Problem Description field, enter a description for the on-demand incident.

    The maximum number of characters allowed is 15,000.

  8. Click Submit.

    A Job Information dialog box displaying the job ID appears. You can click the job ID to go to the Create On-demand Incident job on the Jobs page. Double-click the job to open the Create On-demand Incident Status dialog box (Figure 14).

    Figure 14: Create an On-demand Incident Status Dialog Box
    Create an On-demand Incident Status
Dialog Box
  9. Navigate to Service Central > Incidents.

    The Incidents page appears. If the incident is created successfully, it is listed on the Incidents page.