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Service Now Modes

 

Service Now Modes Overview

Depending on your contract with Juniper Networks, Junos Space Service Now operates in Direct, End Customer, and Partner Proxy modes. Service Now enables and disables certain features based on its mode of operation.

Note

Service Now and Service Insight should be run in the same server group of a JBoss EAP domain as the Junos Space Network Management Platform. Operating Service Now, Service Insight, and Junos Space Network Management Platform in different server groups is not supported.

For information on running Junos Space applications in server groups, refer to Junos Space Network Management Platform User Guide.

  • Demo mode–Service Now operates in demo mode from the time you install Junos Space and until you create a Service Now organization and validate the organization’s connection with JSS.

    In this mode, Service Now supports a single organization and up to five devices. The connection between Service Now and Juniper Support Services (JSS) is disabled, preventing the creation of technical support cases.

  • Offline mode–You can accept a standalone or Partner Proxy license file and activate the Junos Space Platform and Service Now application without having to connect to the Juniper Support Systems(JSS). You can perform all Service Now tasks except submit cases, create auto submit policies, view exposure, or view cases in Case Manager. You can use offline mode when you do not want your devices to be connected to the Web such as in military or banking applications.

    You do not have the option to work in offline mode if Service Now is already in the end customer mode.

  • Direct mode–In Direct mode, you can add multiple Service Now organizations and devices. Service Now is connected to JSS which enables JSS to provide support for the incidents and device snapshots or informational Juniper Message Bundles (iJMBs) ithat you submit.

  • End Customer mode–Service Now can be operated in the End Customer mode by small enterprises with few network devices. In this mode, Service Now cannot directly communicate with JSS. Instead Service Now communicates with a Service Now partner who helps the end-customer create technical support cases with JSS.

    Also, the Service Now partner provides credentials to the end customer to create an organization. The customer creates an organization using the credentials, and submits incidents and iJMBs to the partner. The partner submits the cases to JSS and sends case updates back to the customer. JSS validates a customer only when an iJMB or incident is submitted to it.

    Direct mode and End Customer mode have similar functions; however, in the End Customer mode, you can create only one organization and you communicate with the Service Now partner instead of JSS.

  • Partner Proxy mode–Service Now can be operated in the Partner Proxy mode by a qualified Juniper Networks partner. A Juniper Networks partner manages Service Now applications of multiple end customers. End customers are also known as connected members. A Service Now partner establishes a secure HTTPS connection with all end customers that it manages and with JSS. The Service Now partner receives JMBs from end-customers and either submits the JMBs to JSS on behalf of the end-customers or handles the cases without JSS support.

    In this mode, a partner can add multiple organizations and device groups and associate every customer with an organization. In JSS, each organization is associated with a Site ID and cases from customers are opened with Juniper Networks under the site ID associated with tend-customer’s organization.

    To connect to an end customer, a Service Now partner uses a self-signed security certificate. Although this method of identification is not trusted, this certificate is automatically accepted to ensure that the communication between the Service Now partner and the end-customer is encrypted.

Table 1 highlights some of the differences in the various modes of operating Service Now.

Table 1: Tasks Enabled for Service Now Modes

Task

Demo Mode

Offline Mode

Direct Mode

End Customer Mode

Partner Proxy Mode

Number of devices supported

5

Multiple

Multiple

Multiple

Multiple

Number of organizations supported

1

Multiple

Multiple

1

Multiple

Adding connected members

Enabled

Updating end-customer cases

Enabled

Assigning messages to an end-customer

Enabled

Viewing messages assigned to an end-customer

Enabled

Submitting incidents for creating technical support cases to JSS

Disabled-

Enabled

Disabled (can submit incidents to Service Now partner)

Enabled

Installing and removing AI-Scripts from devices

Enabled

Enabled

Enabled

Enabled

Enabled (only for devices managed directly by the Service Now partner)

Validating the BIOS

Disabled

Enabled

Enabled

Enabled

Product Health Data Collection

-

-

Enabled

-

Enabled

Other tasks (Viewing incidents, configuring notifications, receiving JMBs, managing the inventory)

Enabled

Enabled

Enabled

Enabled

Enabled

Table 2 lists the differences in the Service Now GUI when Service Now operates in different operating modes.

Table 2: Differences in the Service Now GUI for Different Operating Modes

Direct Mode

End Customer Mode

Partner Proxy Mode

Offline Mode

Demo Mode

Service Now Notice on dashboard

See Service Now Dashboard Overview

Service Now is enabled.

Service Now is connected to a Service Now Proxy.

Service Now is enabled as a Partner Proxy

Service Now offline mode is enabled

Service Now is in Demo Mode

Service Insight

For information about Service Insight, see Junos Space Service Insight User Guide

Supported

NA

Supported

NA

NA

Global settings page

For information about configuring global settings, see Configuring Global Settings

Options available for configuring:

  • Outbound e-mail address

    Device snapshot purge time

    Product health Data purge time

    Submitted incident purge time

    Not submitted incident purge time

    Device log file purge time

    Do not auto submit which are older

    Repeat incident dampening period

    Share Service Now Profile Information

    Collect Log Files

Connection status refers to connection of Service Now with JSS.

Options available for configuring:

  • Outbound e-mail address

  • Device snapshot purge time

  • Product health Data purge time

  • Submitted incident purge time

  • Not submitted incident purge time

  • Device log file purge time

  • Do not auto submit which are older

  • Repeat incident dampening period

  • Share Service Now Profile Information

    Collect Log Files

Connection status refers to connection of Service Now with JSS.

Options available for configuring:

  • Outbound e-mail address

    Device snapshot purge time

    Product health Data purge time

    Submitted incident purge time

    Not submitted incident purge time

    Device log file purge time

    Do not auto submit which are older

    Repeat incident dampening period

    Share Service Now Profile Information

    Collect Log Files

Connection status refers to connection of Service Now with JSS.

Options available for configuring:

  • Outbound e-mail address

    Device snapshot purge time

    Product health Data purge time

    Submitted incident purge time

    Not submitted incident purge time

    Device log file purge time

    Do not auto submit which are older

    Repeat incident dampening period

    Share Service Now Profile Information

    Collect Log Files

Connection Status is not displayed

Options available for configuring:

  • Outbound e-mail address

    Device snapshot purge time

    Product health Data purge time

    Submitted incident purge time

    Not submitted incident purge time

    Device log file purge time

    Do not auto submit which are older

    Repeat incident dampening period

    Share Service Now Profile Information

    Collect Log Files

Connection status refers to connection of Service Now with JSS and is always Connection Failed.

Core file configuration

For information about configuring FTP server to upload core file, see Configuring Server to Upload Core Files

Contains options to configure FTP and SFTP servers for uploading core file

Displays the FTP server configured for uploading core file.

End customers use the FTP server configured by the Service Now partner to upload core files. Therefore end customers do not have the option to configure FTP server

Contains options to configure FTP and SFTP servers for uploading core file

Contains options to configure FTP and SFTP servers for uploading core file

Contains options to configure FTP and SFTP servers for uploading core file

Partner Certificate Configuration

For information about configuring partner certificate in an end customer Service Now, see Service Now End Customer–Partner Communication Overview

NA

Can configure the SSL certificate from Service Now partner for secure communication

NA

NA

NA

Add member

For information about adding end customers to Service Now, see Adding an End Customer to Service Now Configured in Partner Proxy Mode.

NA

NA

Add member option is provided to add end customers to Service Now.

NA

NA

E-mail templates listed

For information about E-mail templates, see Service Now E-Mail Templates Overview.

E-mail templates for flagging and submitting incidents; creating and updating case; flagging messages to users; new incidents are created; iJMBs are received, expiry of certificates; failure to collect product health data; activities related to end customer cases

E-mail templates for flagging and submitting incidents; creating and updating case; flagging messages to users; new incident creation; iJMBs are received, iJMBs are not received, expiry of certificates; failure to collect product health data

E-mail templates for flagging and submitting incidents; creating and updating case; flagging messages to users; new incident creation; iJMBs are received, iJMBs are not received; failure to collect product health data

E-mail templates for flagging new incidents, iJMBs received, failute to collect product health data

No e-mail templates are listed

End customer cases

For information about end customer cases, see Technical and End Customer Support Cases Overview.

NA

NA

Includes the option View End Customer Cases to view cases submitted by end customers for resolution

NA

NA

Submitting Incidents

For information about submitting incidents, see Submitting an Incident to Juniper Support Systems or Service Now Partner.

Site ID and username can be modified

Site ID not visible for end customers

Site ID and username can be modified

NA

NA

Generating on-demand Incidents

For information about creating on-demand incidents, see Generating an On-Demand Incident.

The Creating On-demand Incidents page contains the following options:

  • Automatically Submit incident

    -Use Service Now to generate Incident

    -Collect log files

    -Verify CPU Usage

The Creating On-demand Incidents page contains the following options:

  • Automatically Submit incident

    -Use Service Now to generate Incident

The Creating On-demand Incidents page contains the following options:

  • Automatically Submit incident

    -Use Service Now to generate Incident

    -Collect log files

    -Verify CPU Usage

The Creating On-demand Incidents page contains the following options:

  • Automatically Submit incident

    -Use Service Now to generate Incident

    -Collect log files

    -Verify CPU Usage

The Creating On-demand Incidents page contains the following options:

  • Automatically Submit incident

    -Use Service Now to generate Incident

    -Collect log files

    -Verify CPU Usage