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Auto Submit Filters

 

Service Now Auto Submit Filters Overview

Junos Space Service Now receives a Juniper Message Bundle (JMB) from a device, when an event occurs on the device, and creates an incident for the event. If auto submit policies are configured, Service Now automatically submits incidents to Juniper Support Systems (JSS) or Service Now partner for creating a case. Starting from Junos Space Service Now Release 17.1R1, you can assign auto submit filters to an auto submit policy to provide options for filtering incidents at a granular level before submitting them to JSS or a Service Now partner (in case of End Customer mode).

You can use the auto submit filters for the following purposes:

  • Define incidents that should be submitted for creating cases

  • Define incidents that should not be submitted for creating cases

Service Now displays all the configured auto submit policy filters on the Auto Submit Filters page (Administration > Auto Submit Filters) and provides options to define a basic filter, advanced filter, and import auto submit filters.

Basic filters filter incidents based on attributes such as event synopsis, platform, event type and so on by using the and and or predefined computational logic. Advanced filters use Perl script to define the filtering logic and thereby provide the flexibility to define your own filtering logic.

Note
  • Auto submit filters cannot be applied on incidents created for on-demand JMBs, BIOS JMBs, and Product Health Data JMBs.

  • In a Service Now partner, auto submit filters cannot be applied to incidents received from a Service Now end customer.

  • There is no limit on the number of auto submit filters that can be created. However, a large number of auto submit filters impacts the performance of Service Now when submitting incidents to JSS or Service Now partner.

Starting with Service Now Release 17.2R1, you can use in-built or custom Perl modules in advanced auto submit filters. For example, you can use custom Perl module for implementing a filtering logic and use that filtering logic across multiple advanced auto submit filters.

For using a Perl module, you can store the Perl module (*.pm) in any desired location in the Junos Space server and ensure that the files have read and executable permissions and the files are accessible by the advanced filters.

Starting with Service Now 17.2R1 release, auto submit filters are stored at the /var/cache/jboss/sn/advanced_filterlocation of the Junos Space server.

Note

The Perl module in-built in Service Now includes an API, getExistingIncidents(), for getting information about the latest 20 incidents. The API is included in the FilterUtilV1.pm file stored in /var/cache/jboss/SN/AdvancedFilters. For more information, see Sample Perl Script for Incident and Auto Submit Filters.

To view auto submit filters configured on Service Now, in the Service Now navigation tree, click Administration > Auto Submit Filters. The Auto Submit Filters page appears as shown in Figure 59. Double-clicking a filter opens the Auto Submit Filter Detail page that displays the details of the filter.

Figure 59: Auto Submit Filters Page
Auto Submit Filters Page

Table 21 lists the attributes of the auto submit filter displayed on the Auto Submit Filters and Auto Submit Filter Detail page.

Table 21: Fields on Auto Submit Filters Page

Column

Description

Name

Name of the auto submit filter.

Type

Type of auto submit filter: Basic or Advanced.

Action

Action to be taken on an incident when the incident matches the conditions of the filter term: Submit case, Do not submit case, or Associate to an existing case.

Created By

User who created the filter.

Status

Status of the filter: Enabled or Disabled.

Created Time

Date and time when the filter is created.

Updated Time

Date and time when the filter was last updated.

Order

Order in which filters are applied to Incidents. By default, the filters are displayed in the ascending order.

See Reordering Auto Submit Filters for changing the order of a filter.

Associated Case ID

ID of the case to which an incident should be associated.

Associated Policy

Auto submit policies in which the auto submit filter is used.

Attributes

Link to view attributes defined in the filter.

Actions That You Can Perform From the Auto Submit Filters Task

You can perform the following actions related to auto submit filters:

Viewing Auto Submit Filters

You can view auto submit filters that are configured on Service Now on the Auto Submit Filters page.

To view auto submit filters configured on Service Now, in the Service Now navigation tree, click Administration > Auto Submit Filters. The Auto Submit Filters page appears as shown in Figure 60.

Figure 60: Auto Submit Filters Page
Auto Submit Filters Page

Table 22 lists the information about auto submit filters displayed on the Auto Submit Filters page.

Table 22: Fields on Auto Submit Filters Page

Column

Description

Name

Name of the auto submit filter

Type

Type of auto submit filter: Basic or Advanced

Action

Action to be taken on an incident when the incident matches the conditions of the filter term: Submit case, Do not submit case, or Associate to an existing case

Created By

User who created the filter

Status

Status of the filter: Enabled or Disabled

Created Time

Date and time when the filter is created

Updated Time

Date and time when the filter was last updated

Order

Order in which filters are applied to Incidents. By default, the filters are displayed in the ascending order

See Reordering Auto Submit Filters for changing the order of a filter.

Associated Case ID

ID of the case to which an incident should be associated

Associated Policy

Auto submit policies in which the auto submit filter is used

Attributes

Link to view attributes defined in the filter

Creating Auto Submit Filters

This topic provides the details for creating basic and advanced filters and importing auto submit filters to Junos Space Service Now.

Creating a Basic Auto Submit Filter

A basic auto submit filter uses the the and and or predefined computational logic on the incident attributes to filter an incident for submitting to JSS or Service Now partner (in case of End Customer mode). You can use the following incident attributes to define a basic auto submit filter:

  • Event Synopsis

  • Description

  • Device IP Address

  • Event Occurred Date

  • Platform

  • Event Type

  • Entity

  • Device Name

  • Device ID

For example, you can have a basic auto submit filter to filter incidents that have event type set to Daemon Crash and the event synopsis does not contain the term mgd.

To create a basic auto submit filter:

  1. In the Service Now navigation tree, click Administration > Auto Submit Filters > Create Auto Submit Filter.

    The Create Basic Filter page appears as shown in Figure 61.

    Figure 61: Create Basic Filter for Creating a Basic Auto Submit Filter
    Create Basic Filter
for Creating a Basic Auto Submit Filter
  2. In the Name text box, enter a name for the filter.

    The name can have alphanumeric characters.

    The name of an auto submit filter can have a maximum of 255 alphanumeric characters. Special characters are not allowed.

  3. In the Action list, select an action for the filter:
    • Submit Case

    • Do Not Submit Case

    • Associate to an Existing Case.

  4. For Term Criteria, select a term criteria as follows:
    • All—The action defined in step 3 is performed only when the incident matches all the terms defined in the filter.

    • Any—The action defined in step 3 is performed only when the incident matches any of the terms defined in the filter.

  5. Select an incident attribute from the list stating Select an attribute type.

  6. Select a condition from the list stating Select attribute condition.

    An attribute condition defines the conditions such as words that can be present or not present for an attribute. The conditions listed in this list differ for each attribute.

    For example, the Platform attribute has conditions such as includes, does not include, and starts with.

  7. Enter a value in the next text box for the attribute selected in step 5 and condition selected in 6.

    For example, for the platform attribute, you can enter a value of SRX3400, EX3200, or MX960 so that the filter term is ”Platform includes SRX3400” or “Platform does not include EX3400”.

    Note

    You can add only one value for an attribute and a condition in the text box.

  8. Click Add Term to add new filter terms and repeat steps 5 to 7.Tip

    Click Delete to delete a filter term.

  9. Click Submit to create the basic auto submit filter.

    After you click submit, the filter is created and listed on the Auto Submit Filters page.

Creating an Advanced Auto Submit Filter

An advanced filter uses Perl scripts to define the filter terms and provides you the flexibility to define your own filtering logic. You can use the following incident attributes to define a filter term in an advanced filter:

  • Event Synopsis

  • Description

  • Junos OS Version

  • Event Occurred Date

  • Platform

  • Event Type

  • Entity

  • Device Name

Perl script is a an example of an advanced auto submit filter:

Note

JMB attributes used in an advanced filter are assigned ARG values. For example , Device host name is assigned $ARGV[1]. Do not change the ARG value of a JMB attribute.

To create an advanced auto submit filter:

  1. In the Service Now navigation tree, click Administration > Incident Filters > Create Advanced Filter.

    The Create Advanced Filter page appears as shown in Figure 62.

    Figure 62: Create Advanced Filter Page for Creating an Advanced Filter
    Create Advanced
Filter Page for Creating an Advanced Filter
  2. In the Name text box, enter a name for the filter.

    The name of an auto submit filter can have a maximum of 255 alphanumeric characters. Special characters are not allowed.

  3. In the Action list, select an action for the filter:
    • Submit Case

    • Do Not Submit Case

    • Associate to an Existing Case.

  4. (Optional) If the Note section is not expanded, click the down arrow icon next to Note to expand the Note section.

    The Note section provides a sample Perl script for filtering JMBs.

  5. Click Browse and navigate to the Perl script stored on your local system.

    The Perl script should have the extension .pl.

  6. Click Upload to upload the Perl script.

    When the upload is complete, a message indicating that the file is uploaded successfully is displayed.

Importing Auto Submit Filters to Service Now

Service Now allows you to import both advanced and basic auto submit filters. You can use the import option to restore filters from an XML file in Service Now after an upgrade.

To import auto submit filters to Service Now:

  1. In the Service Now navigation tree, click Administration > Incident Filters > Import Incident Filters.

    The Import Auto Submit Filters dialog box appears as shown in Figure 63.

    Figure 63: Import Auto Submit Dialog Box
    Import Auto
Submit Dialog Box
  2. Click Browse and navigate to locate the file to be imported on your local system.

    The file to be imported should be in the *.xml format.

  3. Select the file and click Upload to upload filters.

    A message indicating that the file is uploaded successfully is displayed.

Modifying an Auto Submit Filter

Junos Space Service Now provides the Modify option on the Actions list of the Auto Submit Filters page to modify an auto submit filter. You can modify the following parameters of the auto submit filter:

  • Name of the filter

  • Filter action

  • Filter terms

To modify an auto submit filter:

  1. In the Service Now navigation tree, click Administration > Auto Submit Filters.

    The Auto Submit Filters page appears.

  2. Select the filter that you want to modify and select Modify from the Actions list or right-click menu.

    The Modify Basic Filter or Modify Advanced Filter page appears depending on the filter you chose to modify. The Modify Advanced Filter page is shown in Figure 64.

    Figure 64: Modify Advanced Filter Page for Modifying an Advanced Auto Submit Filter
    Modify Advanced Filter
Page for Modifying an Advanced Auto Submit Filter
  3. Modify the filter parameters:
    • Name

    • aAction

    • Associate Case Id if Action is set to Associate to an Existing Case

    • Filter Terms

    For an advanced filter, you can upload a new Perl script defining new terms to modify the filter term parameters.

  4. Click Submit to submit the changes or click Cancel to cancel the changes.

    A message indicating that the auto submit filter is successfully modified is displayed.

Exporting Auto Submit Filters

Junos Space Service Now provides the Export option on the Actions list of the Auto Submit Filters page to export all the configured or selected auto submit filters. The filters are exported in the *.xml format.

To export one or more auto submit filters:

  1. In the Service Now navigation tree, click Administration > Incident Filters.

    The Auto Submit Filters page appears.

  2. Select one or more filters that you want to export and select Export from the Actions or the right-click menu.

    The Export Auto Submit Filters dialog box appears as shown in Figure 65.

    Figure 65: Export Auto Submit Filters Dialog Box
    Export Auto Submit Filters
Dialog Box
  3. Do one of the following:
    • To export the selected filters, click Export Selected.

    • To export all filters, click Export All.

    The Export Job Status dialog box appears. A Download link appears on the dialog box to download the XML file after the export job is complete.

  4. Click the Download link to view or save the XML file on your local system.

    The browser displays the dialog box to view or save the exported file.

  5. View or save the XML file on your local system.

Reordering Auto Submit Filters

Order of a filter indicates the order in which a filter is applied to incidnets. A filter with order 1 is applied to an incident before applying a filter with order 2. By default, a new filter is assigned the least order (highest order number). Service Now provides the ReOrder Auto Submit Filters option on the Actions list of the Auto Submit Filters page to reorder the auto submit filters.

To reorder an auto submit filter:

  1. In the Service Now navigation tree, click Administration > Auto Submit Filters.

    The Auto Submit Filters page appears.

  2. Click Actions > ReOrder Auto Submit Filters.

    The Re-order Filters dialog box appears as shown in Figure 66.

    Figure 66: Re-order Filters Dialog Box for Reordering Auto Submit Filters
    Re-order Filters
Dialog Box for Reordering Auto Submit Filters
  3. Select the filter that you want to reorder and select the up or down arrow present above the list of filters to move the filter in the upward or downward direction.

    As the filter is moved, its order also changes. The order of the filter increases when the filter is moved in the upward direction and decreases when the filter is moved in the downward direction.

  4. Click Save.

    The new order of the filters is saved and displayed on the Auto Submit Filters page.

Enabling Auto Submit Filters

After you create an auto submit filter, you must enable the filter before it is applied to an incident. Service Now provides the Enable Auto Submit Filters option on the Actions list of the Auto Submit Filters page to enable auto submit filters. The Status column on the Auto Submit Filters page displays whether the auto submit filter is enabled or disabled.

To enable one or more auto submit filters:

  1. In the Service Now navigation tree, click Administration > Auto Submit Filters.

    The Auto Submit Filters dialog box appears as shown in Figure 67.

    Figure 67: Enable Auto Submit Filters Dialog Box
    Enable Auto Submit Filters
Dialog Box
  2. Select one or more filters that you want to enable and select Enable Auto Submit Filters from the Actions or the right-click menu.

    The Enable Auto Submit Filters dialog box appears.

  3. Click Enable to enable the selected filters.

    The status of the selected filter changes to Enabled on the Auto Submit Filters page.

Disabling Auto Submit Filters

Junos Space Service Now provides the Disable Auto Submit Filters option on the Actions list of the Auto Submit Filters page to disable auto submit filters. A disabled filter cannot be used for filtering incidents for submitting to Juniper Support Systems (JSS) or Service Now partner.

To disable one or more auto submit filters:

  1. In the Service Now navigation tree, click Administration > Auto Submit Filters.

    The Auto Submit Filters dialog box appears as shown in Figure 68.

    Figure 68: Disable Auto Submit Filters Dialog Box
    Disable Auto Submit
Filters Dialog Box
  2. Select one or more filters that you want to enable and select Disable from the Actions list or the right-click menu.

    The Disable Auto Submit Filters dialog box appears.

  3. Click Disable to disable the selected filters.

    The status of the selected filters is changed to disabled on the Auto Submit Filters page.

Assigning an Auto Submit Filter to a Domain

Service Now provides the Assign Incident Filters to Domain option to assign auto submit filters to a domain. By default, an auto submit filter is created in the domain to which the user is assigned.

To assign an auto submit filter to a domain:

  1. In the Service Now navigation tree, click Administration > Auto Submit Filters.

    The Auto Submit Filters dialog box appears as shown in Figure 69.

    Figure 69: Assign Auto Submit Filters to Domain Dialog Box
    Assign Auto Submit
Filters to Domain Dialog Box
  2. Select one or more filters that you want to assign to a domain and select Assign Auto Submit Filters to Domain from the Actions menu or the right-click menu.

    The Assign Auto submit Filters to Domain dialog box appears.

  3. In the Assign Auto Submit Filters to Domain dialog box, select the domain to which you want to assign the filter.
  4. (Optional) Clear the Ignore Warnings check box to ignore any warnings that you may get while assigning the filter to a domain.
  5. Click Assign.

    A message is displayed indicating that the filters are assigned to the selected domain.

Deleting Auto Submit Filters

Junos Space Service Now provides the Delete option on the Actions list of the Auto Submit Filters page to delete auto submit filters from the Auto Submit Filters page.

Note

You cannot delete an auto submit filter if it is associated with an auto submit policy. Therefore, before you attempt deleting an auto submit policy, ensure that filter that you are going to delete is not associated with any auto submit policy.

To delete an auto submit filter:

  1. In the Service Now navigation tree, click Administration > Auto Submit Filters.

    The Auto Submit Filters dialog box appears as shown in Figure 70.

    Figure 70: Delete Auto Submit Filters Dialog Box
    Delete Auto Submit Filters
Dialog Box
  2. Select one or more filters that you want to delete and select Delete from the Actions list or the right-click menu.

    The Delete Auto Submit Filters dialog box appears.

  3. Click Delete to delete the selected filters or click Cancel to cancel deleting the filters.

    Service Now displays a message indicating that the auto submit filters are deleted successfully and removes the deleted filters from the Auto Submit Filters page.

Release History Table
Release
Description
Starting from Junos Space Service Now Release 17.1R1, you can assign auto submit filters to an auto submit policy to provide options for filtering incidents at a granular level before submitting them to JSS or a Service Now partner (in case of End Customer mode).