Service Now Auto Submit Policy Overview
An auto submit policy allows Service Now to submit incidents to Juniper Support Systems or a Service Now partner (JSS) automatically. When Service Now submits an incident to JSS, JSS creates a technical support case and provides the case ID to Service Now. After a case is created in JSS, Service Now updates the status of the incident as Case Created along with the case number.
An auto submit policy lets you configure Service Now to prevent creating incidents when a JMB is received for the same event within a configured time interval. This is called dampening. Dampening policy is assigned to individual events if the Auto Submit Policy is activated. You can select a dampening period for which alerts are dampened for an event that recurs on the same device, device group, or organization.
Service Now displays the configured auto submit policies on the Auto Submit Policy page (Administration > Auto Submit Policy).
Service Now uses the event ID and synopsis of an event to dampen incident creation. Whenever an event occurs on a device, Service Now checks if an auto submit policy is defined for that event. If an auto submit policy is defined, Service Now checks for the dampening status on the policy. If the dampening status is enabled, Service Now gets the user-defined dampening interval for the event reported on a device. If a dampening interval is found, Service Now checks when the last incident was created for the event ID and synopsis. If the last event occurred before the defined dampening interval or if it had occurred during the defined dampening interval but the incident for the last event is in the closed state, Service Now creates a new incident for the event; otherwise, Service Now does not create an incident. Event RMA is always dampened.
To view auto submit policies, select Administration > Auto Submit Policy, from the Service Now taskbar. The Auto Submit Policy page appears as shown in Figure 1.
Table 1 lists the parameters of an auto submit policy.
Table 1: Auto Submit Policy Parameters
Parameter | Description |
|---|---|
Name | Name of the auto submit policy. |
Status | Status of the auto submit policy. Possible values:
|
Events Count | Number of events included in the event profile. |
Devices Count | Number of devices to which the auto submit policy is assigned. |
Filters Count | Number of filters associated with the auto submit policy. |
Incidents Submitted | Number of incidents submitted for creating case by using the auto submit policy. |
Dampening | Indicates whether incident creation should be dampened for the events included in the auto submit policy. Note: The dampening status for individual events override the dampening status of the auto submit policy. |
Created By | User who created the auto submit policy. |
Created Date | Date and time the auto submit policy was created. |
Last Modified | Date and time the auto submit policy was last modified. |
Devices | Devices to which the auto submit policy is assigned. |
Filters | Auto submit filters associated with the auto submit policy. |
Events | Events included in the auto submit policy. |
Associated Actions
You can perform the following actions related to auto submit policies:
Change the status of one or more auto submit policies; see Changing the Status of Auto Submit Policies for details.
Export details about the incidents created by using an auto submit policy; see Exporting an Incidents Report for details.
Delete auto submit policies; see Deleting Auto Submit Policies from Service Now for details.
Modify an auto submit policy; see Modifying an Auto Submit Policy for details.
Change dampening status; see Changing the Dampening Status of an Auto Submit Policy for details.
Assign an auto submit policy to another domain; see Assigning a Service Now Object to a Domain for details.