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Configuring Junos OS Commands to Collect Additional Information About an Incident

 

From Junos Space Service Now Release 17.1R1, in addition to the information provided by a JMB for an incident, you can configure Junos OS commands on the Incidents page for collecting additional information about the incident . When you configure commands to collect additional information, the commands you entered are executed on the device and the output is saved in a *.txt file and uploaded to the Service Now database. If a case is already created for the incident, the file is directly uploaded to Juniper Support Systems (JSS) or a Service Now partner (in case of End Customer mode).

Note
  • A Service Now partner cannot configure commands for collecting additional information about incidents or cases for its end customers.

  • You cannot configure commands for collecting additional information for BIOS incidents and incidents that are closed.

To collect additional information about an incident by executing Junos OS commands:

  1. From the Service Now Navigation tree, select Service Central > Incidents.

    The Incidents page appears.

  2. Select the incident about 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
Page
  4. In the CLI Commands text box, enter the commands for collecting additional information Note

    Service Now does not validate the commands that you enter for collecting 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 when you want the commands to be executed.Note

    Service Now executes the commands immediately 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.

    You can select the intervals 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 task:
    • Click Never to continue collecting information by executing the commands at the defined interval until 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 collects additional information immediately if the Schedule at a later time check box is not selected.

SeeViewing Junos OS Commands Configured for Collecting Additional Information About an Incident to check whether the job to collect additional information is successful or not.

Release History Table
Release
Description
From Junos Space Service Now Release 17.1R1, in addition to the information provided by a JMB for an incident, you can configure Junos OS commands on the Incidents page for collecting additional information about the incident .