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Configuring Junos OS Commands to Collect Additional Information for a Technical Support Case


You can configure Junos OS commands to collect additional information for a technical support case on the View Tech Support Cases page. When you configure additional information to be collected, the commands you configured are executed on the device and the output collected in a *.txt file and uploaded to Juniper Support Systems (JSS) or Service Now partner (in case of End Customer mode).

  • A Service Now partner cannot execute Junos OS commands to collect additional information for end-customer support cases. An end customer has to configure the commands for collecting additional information and upload the additional information to the Service Now partner. The Service Now partner, if required, uploads the additional information to JSS.

  • You cannot collect additional information for cases that are closed and cases related to BIOS incidents.

  • For cases associated with a specific siteID (for example, OSSJ cases or cases created by using Case Manager) that are not generated by incidents submitted by Service Now, the option to collect additional information is disabled on the Tech Support Cases page. However, for incidents that are associated with such cases, the option to collect additional information is enabled on the Incidents page.

  • The Junos OS commands configured for collecting additional information are executed on all devices that have incidents related to the technical support case.

To collect additional information about a technical support case by executing Junos OS commands:

  1. From the Service Now Navigation tree, select Service Central > View Tech Support Cases.

    The View Tech Support Cases page appears.

  2. Select the case for which you want to collect additional information.
  3. Select Collect Additional Information > Create from the Actions list or the right-click menu.

    The Collect Additional Information page appears as shown in Figure 1.

    Figure 1: Collect Additional Information Page
    Collect Additional Information
  4. In the CLI Commands text box, enter the commands that you want to execute to collect additional information.Note

    Service Now does not validate the commands that you enter to collect additional information. To add multiple commands, use comma (,) or semi-colon (;) or the new line character (press Enter on keyboard) consistently as the delimiter.

  5. (Optional) Select the Schedule at a later time check box and select the date and time the commands should be executed.Note

    Service Now executes the commands are executed immediately after you click Submit if you do not schedule a date and time for the commands to be executed.

  6. (Optional) Select the Repeat check box and select the time interval and the frequency of executing the commands.

    The intervals can be in minutes, hours, daily, weekly, monthly, or yearly to collect additional information. By default, an interval of once a week is selected.

  7. (Optional) To define an end time for collecting information for the incident, do one of the following:
    • Click Never to continue collecting information by executing the commands at the defined interval till the incident is closed. This option is selected by default.

    • Select the date and time when the commands should stop executing.

  8. Click Submit to save the configuration or Cancel to cancel the configuration.

    Service Now executes the job to collect additional information immediately if the job is not scheduled for a later time.

See Viewing Junos OS Commands Configured for Collecting Additional Information for a Technical Support Case to check whether the job to collect additional information is successful or not.