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Updating the Directive File in Junos Space Service Now

 Note

Service Now does not validate the contents of the directive file that you upload. Therefore, we recommend that you do not modify the directive file. If you want changes to the directive file, contact Juniper Networks for assistance.

Changes to a directive file are tracked by version number of the directive file. Service Now checks Juniper Support Systems (JSS) (in Direct or Partner Proxy mode) or the Service Now partner (in case of End Customer) once every 24 hours for updates to the directive file. Any change to the directive file is indicated by a change in the version number. If the version number of the directive file in JSS or Service Now partner is higher than the version number of the directive file in Service Now, Service Now fetches the directive file from JSS or Service Now partner and replaces the file in the Service Now database with the fetched file. To view the details and the content of the updated file on the Directive File page, see Directive File Overview.

You can also use the Refresh option provided on the Directive file dialog box to check for updates to the directive file in JSS or Service Now partner and fetch the updated directive file.

Note

Starting Service Now Release 17.1R1, Update Directive File From Juniper Support System check box available in the Advanced Settings task of the Global Settings menu provides an option to avoid updating the directive file in Service Now automatically when a newer version of the directive file is available in JSS.

To use the Refresh option:

  1. From the Service Now navigation tree, select Administration > Global Settings > Directive File.

    The Directive File page appears.

  2. Click the View/Modify link in the View column.

    The Directive File dialog box appears as shown in Figure 1.

    Figure 1: Directive File Dialog Box
    Directive File Dialog
Box
  3. Click the Refresh button.

    Servic Now replaces the current directive file with the latest file from JSS or Service Now partner.

Check the last updated date and time in the Updated On column and the version number in the Version column of the Directive File page to confirm that the directive file is updated. The directive file is updated only if the version of the file in JSS or Service Now partner is higher than that of the file in the Service Now database.

For Service Now operating in Offline mode, Juniper Networks provides the directive file. The directive file must be manually uploaded to Service Now.

Before you begin, store the directive file you receive on your local system.

To manually upload a directive file to Service Now:

  1. From the Service Now navigation tree, select Administration > Global Settings > Directive File.

    The Directive File dialog box appears.

  2. Click the Upload link in the Upload column.

    The Directive File dialog box appears as shown in Figure 2.

    Figure 2: Directive File Upload Dialog Box
    Directive File
Upload Dialog Box
  3. Click the Browse button to browse for the received directive file.
  4. Click Upload to upload the directive file.

    The received directive file is uploaded to Service Now.

  5. Confirm that the received file is uploaded by checking the version number displayed on the Directive File page. The version number should reflect the version number on the directive file received from Juniper Networks or the Service Now partner.

Release History Table
Release
Description
Starting Service Now Release 17.1R1, Update Directive File From Juniper Support System check box available in the Advanced Settings task of the Global Settings menu provides an option to avoid updating the directive file in Service Now automatically when a newer version of the directive file is available in JSS.