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Viewing Incident Details

 

An incident Is generated in Service Now when an event occurs on a device running Junos OS. An incident includes the following information:

  • Incident details: Provides information about the event for which the incident is created—the device on which the event occurred, IP address of the device, the Junos OS version installed on the device, the time of the event, the link to the Knowledge Base for the event, and so on.

  • Case details: Provides information about the case generated in Juniper Support Systems (JSS) for the incident—the case ID. site ID, synopsis of the incident, whether the incident was auto submitted to JSS; if auto submitted, the auto submit policy used to auto submit, filter level defined for sharing information with JSS and so on.

  • Core file details: Provides information about the core files generated for the event—the path to the core file on the device, the size of the core file in bytes, the time the core file was generated, whether the core file is uploaded to JSS and deleted from the device after copying it to Service Now.

    Note

    For an end customer Service Now, core files are uploaded to the Service Now partner instead of JSS. The core files are uploaded to JSS from Service Now partner.

  • Attachment details: Provides information about the attachments generated for the event—the path to the attachment files on the device, the size of the attachment file in bytes, the command used to generate the attachment file, whether the attachment is copied to Service Now and uploaded to JSS.

  • Log file details: Provides information about the log files generated for the event—the path to the log file on the device, the size of the log file in bytes, whether the log file is copied to Service Now and uploaded to JSS.

  • Collect Additional Information Attachment Details tab: Provides details about the information collected for an incident in addition to information provided by JMBs. The additional information is collected by executing Junos OS commands on devices by a user.

    Note

    Starting Service Now Release 17.1R1, the Collect Additional Information Attachment Details tab is displayed on the Incident Detail page to provide details about the information collected in addition to information provided by JMBs.

To view details of an incident:

  1. From the Service Now navigation tree, select Service Central > Incidents.

    The Incidents page appears.

  2. Double-click on an incident to view its details.

    The Incident Detail page appears.

    Note

    If the selected incident type is Event (low end), the Problem Description field in the Incident Detail page highlights the low-end JMB with the note section that contains the following information: This incident is based on a "low impact" JMB. A low impact JMB was generated to preserve system resources on the network node. Low impact JMBs do not include all the troubleshooting information found in a traditional JMB. A list of command output recommended for this event, but not contained in the low impact JMB, is listed below. If you open a case with this incident you can attach the recommended command output to the case by clicking the Incident and then the "view in case manager" action in Service Now.

    AI-Scripts adds this content when generating event-based JMBs or eJMBs.

    The Incident Detail page displays the following tabs: Incident Details, Case Details, Core File Details, Attachment Details, Log File Details, and Collect Additional Information Attachment Details tab as shown in Figure 1. The End-Customer Case Details tab appears in the partner proxy mode for end customer incidents.

    Figure 1: Incident Detail Page
    Incident Detail Page

    You can retrieve required information from the tabs.

Release History Table
Release
Description
Starting Service Now Release 17.1R1, the Collect Additional Information Attachment Details tab is displayed on the Incident Detail page to provide details about the information collected in addition to information provided by JMBs.