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Service Now Notification Policies Overview

 

Junos Space Service Now sends a notification to users when a specific event occurs. Notification policies define the parameters for these notifications. A notification policy specifies the events on Service Now, such as new incident created, a case created for the incident, or a device snapshot received, for which you want Service Now to send a notification.

You can view notification policies configured in Service Now on the Notifications page (Service Central > Notifications).

You must specify the following parameters when you create a notification policy:

  • Trigger—The event (for example, device snapshot received for a device) that causes Service Now to send notification

  • Filters—Filters for the events that cause Service Now to send a notification

  • Actions—List of user e-mail IDs and SNMP trap destinations to which the notifications must be sent when the event occurs..

Table 1 lists the triggers and filters that can be configured on Service Now.

Table 1: Notification Triggers and Trigger Filters

Trigger

Description

Filters

New Incident Detected

Trigger to send a notification when a new incident is received from a Service Now Device.

This is the only option available when Service Now is in offline mode.

Priority, Organization, Device groups, Device name, Serial number, Has the words, and Does not have

Incident Submitted

Trigger to send a notification when an incident is submitted to JSS for creating a case

Priority, Organization, Device group, Device name, Serial number, Has the words, and Does not have

Case ID Assigned

Trigger to send a notification when a case ID is assigned to an incident in Juniper Support Systems (JSS) or Service Now partner

Priority, Organization, Device groups, Device name, Serial number, Has the words, and Does not have

Case Status Updated

Trigger to send a notification when the status of a case is updated

Priority, Organization, Device groups, Device name, Serial number, Has the words, and Does not have

New Intelligence Update

Trigger to send a notification when one or more device snaphsots or informational JMBs are received

Intelligence update type, Products affected, Platform type, Keywords, Serial Number, Software Version, Organization, Device Group, Devices impacted, Has the words, Does not have

Service Contract Expiring

Trigger to send a notification when the technical support contract license is nearing expiry for one or more devices

The notification is sent sixty days before expiry of the service contract and lists devices for which the technical support contract is nearing expiry

Organization, Device group, Device name, Serial number

New Exposure

Trigger to send a notification when one or more managed devices are susceptible to known issues

Organization, Device group, Devices

Ship-to Address Missing For Device

Trigger to send a notification when an RMA incident is submitted to JSS or Service Now partner without ship-to address

Priority, Organization, Device group, Device name, Serial number, Has the words, Does not have

Switch over enabled for iJMB

Trigger to send a notification when Service Now switches over to auto collection mode for collecting iJMBs (Device Snapshot) for one or more managed devices

Service Now switches iJMB collection to auto collection mode when it does not receive IJMBs from a device even though AI-Scripts is installed on the device.

Organization, Device group, Device name, Serial number, Products, Platform type

PHD Collection Failure

Trigger to send a notification when Service Now fails to collect product health data (PHD) from one or more managed devices

Organization, Device group, Device name, Serial number, Send email for every

Connected Member Device Added/Removed

Trigger to send a notification by a Service Now operating in Partner Proxy mode when a device is added or removed by an end customer

Connected member, Device name, Serial number, State

Associated Actions

You can perform the following actions related to notifications: