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Service Now Incidents Overview

 

Junos Space Service Now generates an incident and lists it on the Incidents page (at Service Central > Incidents) when a Juniper Message Bundle (JMB) is received. When an event, such as a process crash, an application-specific integrated circuit (ASIC) error, or a fan failure occurs on an AI-Scripts-enabled device, the AI-Scripts builds a JMB file with the event data, which is accessed by Junos Space Service Now.

A JMB file is an XML file that contains diagnostic information about the device and other information specific to the condition that triggered the event. The JMB file contains information such as hostname, time stamp of the event, synopsis, description, chassis serial number of the device, and the severity and priority of the event. After a JMB is generated, it is stored at a defined location in the device from where Service Now collects it. For each JMB collected, Service Now creates an incident. The incidents can be viewed on the incidents page.

Service Now uses Device Management Interface (DMI), which is an extension to the NETCONF network management protocol, to access JMBs from devices. Service Now displays the incidents created on the Incidents page chronologically, by organization name, and by device group. To stay updated of the events that occur in Service Now, you can create notification policies that instantly notify you of an event in the form of e-mails or SNMP traps. For information about notifications, see Notification Policies Overview.

Table 1 lists the fields on the Incidents page.

Table 1: Fields on the Incidents Page

Fields

Description

Organization

The organization associated with the device for which the incident is created

Device Group

The device group associated with the device for which the incident is created

Connected Member

 

Priority

The priority of the incident

Possible values:

  • 1-Critical

  • 2-High

  • 3-Medium

  • 4-Low

Type

The type of defect

Problem Identifier

The ID of the incident

Remarks

Remarks, If any, about errors while reading the JMB, creating the incident, or uploading the incident to Juniper Support Systems (JSS).

Incident Type

The type of incident. This parameter can have one of the following values:

  • Event—Indicates that an event is detected on the Service Now managed devices

  • On-demand—Indicates that the incident created is an on-demand incident

  • Event-RMA—indicates that an RMA event is detected on the Service Now managed devices

  • Event (low end)—indicates that the JMB generated on a device is a low impact JMB. User can manually collect troubleshooting data and update case through Case Manager or Service Now

  • On-demand RMA—Indicates that the RMA event detected on the device is an on-demand event

  • AIS Health Check—Indicates the incident is created in response to a JMB collected to obtain information about AI-Scripts error

Device

The device on which the incident occurred

Product

The hardware platform to which the device belongs

Occurred

The date and time the incident was created on Service Now

Total Core Files

The number of core files available for the incident

Status

The status of the incident

Possible values:

  • Not Submitted—Incident is not submitted to JSS.

  • Submitted—Incident is submitted to JSS.

  • Created—A case is created for the incident and an ID is assigned to the case in JSS.

  • Updated—The case ID of the incident is updated in JSS.

  • Create Failed—A case could not be created in JSS for the incident.

  • Closed—The case is closed in JSS.

  • Submission Failed—The incident could not be submitted to JSS for creating a case.

  • Associated to a Case—The incident is associated with a case.

Flagged

Specifies whether the incident is lagged to you.

Possible values:

  • Yes—The incident is flagged to you.

  • No—The incident is not flagged to you..

Entity

The entity of the device for which the incident was created; for example, Routing Engine (re0, re1), power supply, and FPCs

Note

Junos OS devices may not provide specific time zones for incidents, and hence Service Now may display an incorrect time of occurrence for incidents. For example, when the time zone is EST, Service Now uses US EST by default, while the time zone can also be AEST (Australian EST).

Associated Actions

You can perform the following actions related to incidents:

Release History Table
Release
Description
From Service Now Release 17.1R1, you can associate an incident with a case which is in the open state.
From Service Now Release 17.1R1, you can configure Junos OS commands for collecting information, in addition to the information provided by a JMB, for an incident.