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Troubleshooting Issues with Creating Incidents

 

Problem:

Description: Junos Space Service Now does not create incidents.

Symptoms: Service Now does not list any incident.

Solution

When an event occurs on an AI-Scripts-enabled device running Junos OS, a script in the AI-Scripts bundle is executed to compile the event report in the form of a JMB. Service Now reads the JMB from the device and stores the JMB temporarily in the /var/cache/jboss/SN/Jmb/output directory on the Junos Space server. An incident is created on Service Now a minute after the JMB is copied to the Junos Space server.

If you do not find any incidents on Service Now, do the following:

  1. Check whether the JMB is generated on the device. See Troubleshooting Issues with Generating JMBs .
  2. Check whether the JMB is collected by Service Now. See Troubleshooting Issues with Collecting JMBs .
  3. Check whether the JMB is listed on Service Central > JMB Errors. To resolve errors in JMB, contact JTAC at https://www.juniper.net/support/requesting-support.html .