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Installing, Upgrading, and Uninstalling Junos Space Service Now and Junos Space Service Insight Applications

 

From Release 14.1 of Junos Space Network Management Platform, Junos Space Service Now, and Junos Space Service Insight, Junos Space Service Now and Junos Space Service insight are available as hot-pluggable applications. This makes it possible for you to install, upgrade, and uninstall Service Now and Service Insight independently of the Junos Space Platform.

Caution

If Service Now and Service Insight are already installed on a Junos Space server, do not uninstall them to install or upgrade them to a later version. Uninstalling deletes all the Service Now and Service Insight data from the Junos Space server.

This topic contains the following sections:

Uploading a Service Now Image File to Junos Space server

Before you upgrade or install Service Now and Service Insight, you must upload the required Service Now image file to a Junos Space server.

To upload a Service Now image file to a Junos Space server:

  1. Download the Service Now image file from the Juniper Networks support site at https://www.juniper.net/support/downloads/?p=servicenow to your local file system.
  2. Log in to the Junos Space Platform with the default username and password (super/juniper123).
  3. From the navigation tree, select Administration > Applications.

    The Applications page appears.

  4. On the top-left corner of the Applications page, click the Add Applications icon:



    .

    The Add Application page appears.

  5. On the Add Application page, perform one of the following tasks:
    • Upload the Service Now image file by using HTTP.

      1. Click Upload via HTTP.

        The Upload Software via HTTP dialog box appears.

      2. Type the name of the Service Now image file or click Browse to navigate to the location where the Service Now image file is located on the local file system.

      3. Click Upload.

        Note

        Upload the Service Now image file by using SCP if you receive the following message:

        File size is too big, use scp to upload this file.

    • Upload the Service Now image file by using SCP.

      1. Click the Upload via SCP button.

        The Upload Software via SCP dialog box appears.

      2. Enter the following details for the image file to be uploaded by using SCP:

        • Username: Enter your username for the local file system.

        • Password: Enter your password for the local file system.

        • Confirm Password: Retype your password.

        • Machine IP: Enter the host IP address of the local file system.

        • Software File Path: Specify the file path to access the Service Now image file on the local file system.

      3. Click Upload.

    The process of uploading the Service Now image file to the Junos Space server begins and the Upload Application Job Information dialog box appears.

  6. In the Upload Application Job Information dialog box, click the Job ID link.

    The Job Management page is displayed. This page displays the progress of the upload job.

  7. After the upload job is complete, go to Administration > Applications on the navigation tree to verify the upload.

    The Applications page appears.

  8. Click the Add Application icon.

    The Add Application page appears. The uploaded Service Now image file should be listed on this page.

Installing Junos Space Service Now and Junos Space Service Insight

Before you install Junos Space Service Now and Junos Space Service Insight:

  • Ensure that the versions of Service Now and Service Insight that you want to install are compatible with the version of the Junos Space Network Management Platform installed on the Junos Space Server. For information about the compatibility of the Service Now and Service Insight with Junos Space Platform, refer to https://kb.juniper.net/InfoCenter/index?page=content&id=KB27572.

    If the installed Junos Space Platform version is earlier than the compatible version, upgrade the Junos Space Platform to a compatible version first and then upgrade the Service Now and Service Insight applications. For information about upgrading the Junos Space Platform, see How DO I Upgrade Junos Space?.

  • Upload the Service Now image file to a Junos Space server. See Uploading a Service Now Image File to Junos Space server for information about uploading an image file to the Junos Space server.

    Caution

    If Service Now and Service Insight are already installed on the Junos Space server, do not uninstall them to install another version of Service Now and Service Insight. Uninstalling the applications deletes all Service Now and Service Insight data from the Junos Space server.

To install Service Now and Service Insight applications:

  1. Log in to the Junos Space Platform with the default username and password (super/juniper123).
  2. From the navigation tree, select Administration > Applications.

    The Applications page appears.

  3. On the top-left corner of the Applications page, click the Add Applications icon:



    .

    The Add Application page appears.

  4. On the Add Application page, perform one of the following tasks:
    • If Service Now Release 18.1 is listed, select Service Now Release 18.1 and then click Install.

    • If Service Now Release 18.1 is not listed, upload the Service Now Release 18.1 image file to the Junos Space server.

      To upload the a Service Now image file to the Junos Space server, see Uploading a Service Now Image File to Junos Space server.

    A job is created for the installation process and the Application Management Job Information dialog box appears.

  5. In the Application Management Job Information dialog box, click the Job ID link. The Job Management page is displayed. This page displays the progress of the upload job.
  6. After the installation job is complete, log out of Junos Space and log in to access Service Now or Service Insight.

Upgrading Junos Space Service Now and Junos Space Service Insight

You can upgrade to Service Now Release 18.1R1 and Service Insight Release 18.1R1 from Service Now Release 17.2R1 and Service Insight Release 17.2R1.

Service Insight is bundled with the Service Now image file and is upgraded along with Service Now.

Caution

Do not uninstall the installed versions of Service Now and Service Insight for upgrading to later versions. Uninstalling the applications deletes all Service Now and Service Insight data from the Junos Space server.

Before you upgrade Junos Space Service Now and Junos Space Service Insight:

  • Ensure that versions of Service Now and Service Insight to which you want to upgrade are compatible with the Junos Space Platform version installed on the Junos Space server. For information about compatibility of Service Now and Service Insight with Junos Space Platform, refer to https://kb.juniper.net/InfoCenter/index?page=content&id=KB27572.

    If the installed Junos Space Platform version is earlier than the compatible version, upgrade the Junos Space Platform to a compatible release first and then upgrade the Service Now and Service Insight applications. For information about upgrading the Junos Space Platform, refer to How Do I Upgrade Junos Space?

  • Upload the Service Now image file to the Junos Space server. See Uploading a Service Now Image File to Junos Space server for information about uploading a Service Now image file to a Junos Space server.

To upgrade Junos Space Service Now and Junos Space Service Insight applications:

  1. Log in to the Junos Space Platform GUI with the default username and password (super/juniper123).
  2. From the navigation tree, select Administration > Applications.

    The Applications page appears.

  3. On the Applications page, click Service Now and select Actions > Upgrade Application. Alternatively, right-click Service Now and select Upgrade Application.

    The Upgrade Application page appears displaying all the previously uploaded versions of Service Now.

  4. On the Upgrade Application page, perform one of the following tasks:
    • If the Service Now release to which you want to upgrade is listed, select the Service Now release to which you want to upgrade and click Upgrade.

    • If the Service Now release to which you want to upgrade is not listed, upload the Service Now image file to the Junos Space server and then click Upgrade.

      To upload a Service Now image file to the Junos Space server, see Uploading a Service Now Image File to Junos Space server.

      A job is created for the upgrade process and the Application Management Job Information dialog box appears.

  5. In the Application Management Job Information dialog box, click the Job ID link. The Job Management page is displayed. This page displays the progress of the upload job.
  6. After the upgrade job is complete, navigate to Administration > Applications.

    Verify that the Applications page lists the upgraded releases of Service Now and Service Insight.

Uninstalling Junos Space Service Now and Junos Space Service Insight

When you uninstall Junos Space Service Now operating in end customer mode, the corresponding connected member in the Service Now partner is deactivated—that is, the connection status of the connected member appears as Deactivated on the Organization Details page of the Service Now partner.

When you uninstall Service Now, Junos Space Service Insight is uninstalled along with Service Now; Service Insight is uninstalled first followed by Service Now.

Note

Before uninstalling the Service Now and Service Insight applications, ensure that you remove devices that have AI-Scripts installed on them from Service Now. Otherwise, the uninstallation of Service Now and Service Insight fails.

To uninstall Service Now and Service Insight applications:

  1. Log in to the Junos Space Platform with the default username and password (super/juniper123).
  2. From the navigation tree, select Administration > Applications.

    The Applications page appears.

  3. On the Applications page, click Service Now and select Actions > Uninstall Application. Alternatively, right-click Service Now and select Uninstall Application.

    The progress of the uninstallation process is displayed. After the uninstallation is complete, Service Now and Service Insight applications are not listed on the Applications page.