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Configuring SFTP Server for Uploading Core Files Generated for Events

 Note

From starting of the year 2018, Juniper Networks does not support uploading core files to an FTP server; you can only upload core files to an SFTP server.

You can configure an SFTP server in Service Now to upload core files that are generated for an event or related to an event. A core file is generated when a fault occurs on a device. You can upload specific core files either when an incident is submitted to Juniper Support Systems (JSS) or Service Now partner to open a case for the event or after the case is opened.

You can configure an SFTP server only if Service Now is operating in the Partner Proxy, Direct, or Demo mode. In the End Customer mode, Service Now uses SFTP server configured by the Service Now partner to upload core files. The core files are uploaded to the SFTP server and associated with the case number assigned to the incident by the partner. The Service Now partner uploads the core files to JSS where it is associated with the case number provided by JSS.

You cannot configure SFTP server to upload core files in an Offline mode.

To upload core files:

  1. From the Service Now navigation tree, select Administration > Global Settings> Core File Upload Configuration.

    The Core File Upload Configuration page appears as shown in Figure 1.

    Figure 1: Core File Upload Configuration Page
    Core File Upload Configuration
Page
  2. Select the upload preference from the Core File Upload Preference drop-down list.

    The available options are:

    • Disabled-Core Files uploaded manually: If you select this option, Service Now does not upload core files to the FTP server. You have to manually upload the core files to the SFTP server.

    • Secure FTP upload through Service Now: If you select this option, Service Now uploads the core files to the SFTP server after downloading the core files from a device.

  3. Enter the required parameters in the respective fields.
  4. Click Submit.Note

    For Service Now operating in End Customer mode, these fields are disabled. In the End Customer mode, the values for all the fields are retrieved from the partner. The Update Credentials field is available to update the credentials from the associated Service Now partner.

  5. Click Check SFTP Server to verify connectivity of Service Now with the SFTP server.

    The SFTP Server Status field displays Success if the Service Now is able to connect to the SFTP server.