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Product Health Data Collection

 

Service Now Product Health Data Collection Overview

Starting from Service Now Release 15.1R1, Service Now collects product health data (PHD) from managed devices to assess the health of the devices.

Note
  • PHDC is not supported on Service Now operating in End Customer mode.

    Starting in Service Now Release 16.1R1, a Service Now partner can collect PHD on end-customer devices.

  • PHDC is not supported on QFX Series devices in a QFabric.

  • PHD can be collected only if AI-Scripts 5.0 or later is installed on a device.

  • Within the Service Now application, the product health data collection term, in addition to indicating the feature, indicates individual product health data collection configuration.

PHD is composed of the output of various show commands of Junos OS, such as show version, show system uptime, show chassis fabric summary, and so on. AI-Scripts installed on managed devices execute the show commands and collect the output as a Juniper Message Bundle (JMB). AI-Scripts execute the show commands at one-hour interval for the configured number of days. Service Now collects the JMBs and creates a PHD file. The PHD file can be viewed from Service Central > Device Analysis > Product Health Data Devices and Administration > Product Health Data Collection tasks of the Service Now navigation tree. For information about viewing PHD files, see Viewing Product Health Data Files Collected from a Device.

Figure 76 shows the Product Health Data Devices page that lists the devices from which Service Now collects PHD. You can view the status of PHD collected on a device on this page. Service Now lists a device on this page when at least one PHD file is collected from it.

Figure 76: Product Health Data Devices Page
Product Health Data Devices Page

Table 25 describes the fields on the Product Health Data Devices page.

Table 25: Fields on the Product Health Data Devices Page

Field Name

Description

Device

Name of the managed device from which PHD is collected

Serial Number

Serial number of the device

Product

Type of Junos product

View

Link to view the PHD files collected from the device

For information about viewing the PHD files, see Viewing Product Health Data Files Collected from a Device.

Service Now submits the PHD collected to Juniper Support Systems (JSS) that assesses the health of the device. JSS submits the result of the assessment to the Juniper Networks customer who requested the PHD assessment.

To configure PHDC on Service Now, define the following:

  • Devices from which PHD should be collected

  • Number of days for which PHD should be collected from the devices

  • Whether PHD should be uploaded to JSS

  • Whether PHD should be deleted from Service Now after it is uploaded to JSS

  • Whether IP addresses should be overwritten with asterisks (*) for security purposes in the PHD files

You can configure PHDC on a device in one of the following ways:

  • From the Product Health Data Collection task of the Administration workspace

  • From the Service Now Devices task of the Administration workspace

For information about configuring PHDC on managed devices, see Configuring Product Health Data Collection on a Device

From the Product Health Data page, you can perform the following tasks:

  • Export information about devices from which PHD is collected to Excel.

  • Export information about the collected PHD files of a device to Excel.

For information about exporting PHD to Excel, see Exporting Product Health Data Information to an Excel File.

Viewing Product Health Data Files Collected from a Device

Junos Space Service Now stores product health data (PHD) as PHD files in the Service Now database. Service Now uploads these files to Juniper Support Systems (JSS) for assessment. You can view the list of PHD files collected for a device on theView all Product Health Data Files page as shown in Figure 77. You can also download, export, and delete the PHD files by using this page.

You can access the View All Product Health Data Files page from the Service Central > Product Health Data Devices task or Administration > Product Health Data Collection task of the Service Now navigation tree.

Figure 77: View All Product Health Data Files Page
View All Product Health Data Files
Page

Table 26: Fields on the View All Product Health Data Files Page

Field Name

Description

File Name

Name of the PHD file

The name is specified in the following format: hostname-sys_phdc_jmb_ais_health_yyyymmdd_hhmmss,where

  • hostname is the hostname of the device from which PHD is collected.

  • yyyymmdd is the date when PHD was collected.

  • hhmmss is the time when PHD was collected.

PHDC Name

PHDC configuration used to collect PHD

Received

Date and time when Service Now collected PHD

File Size (Bytes)

Size of the PHD file in bytes

Read Status

Read status of PHD from the device

Possible values:

  • Not Received—Service Now has not yet collected PHD from the device.

  • Success—Service Now has successfully collected PHD from the device.

  • Failure—Service Now failed to collect PHD from the device.

  • No Longer Available— PHD is no longer available on the device.

  • Successfully Deleted—PHD is successfully deleted from the device after it is collected by Service Now.

  • Reading from Device—Service Now is currently reading PHD from the device.

  • Read Complete—Service Now has completed reading PHD from the device.

  • Processing—Service Now is processing PHD to create the PHD files.

Upload Status

Status of uploading PHD files to JSS:

  • Not Uploaded—Service Now has not yet uploaded PHD files to JSS.

  • Success—Service Now has successfully uploaded PHD files to JSS.

  • Failure—Upload of PHD files to JSS failed.

  • Uploading—Service Now is uploading PHD files to JSS.

Remarks

Remarks about a failed condition such as failure to read PHD from the device or upload a PHD file to JSS

To view the PHD files collected from a device:

    • To access the View All Product Health Data Files page from the Product Health Data Devices task:

      1. From the Service Now navigation tree, select Service Central > Device Analysis > Product Health Data Devices.

        The Product Health Data Devices page appears.

      2. Click the View link of the device for which you want to view PHD files.

        The View All Product Health Data Files page appears.

    • To access the View All Product Health Data Files page from the Product Health Data Collection task:

      1. From the Service Now navigation tree, select Administration > Product Health Data Collection.

        The Product Health Data Collection page appears.

      2. Click the link in the Devices field of a PHDC configuration.

        The View All Devices of this PHDC page appears as shown in Figure 78. The View All Devices of this PHDC page displays the number of PHD files collected for each device assigned to the PHDC configuration.

        Figure 78: View All Devices of this PHDC Page
        View All Devices of this PHDC
Page
      3. Click the link in the Total Files Available field for a device for which you want to view the PHD files.

        The View All Product Health Data Files page appears.

  1. On the View All Product Health Data Files page, click one or more files that you want to select for download.
  2. Right-click the selection and select Download Product Health Data File.

    The Download Product Health Data Files dialog box appears.

  3. Click the Download button.

    The Product Health Data Files Download Job Status dialog box appears. The dialog box displays the Download link after the download job is complete.

  4. Click the Download link.

    The dialog box of your browser to open or save the file appears.

  5. Click the option to open or save the downloaded file.

    The product health data file is downloaded as a *.zip file.

  6. Extract the PHD file and view the contents on any text editor such as Notepad or Wordpad.

Product Health Data Collection Configuration Overview

Starting from Service Now Release 15.1R1, Service Now provides the Product Health Data Collection feature to collect product health data (PHD) from managed devices for assessing devices’ health. PHD is collected from a device by executing predefined Junos OS commands. For information about the Junos OS commands used for collecting PHD, see Commands Used for Collecting PHD from Managed Devices

You can configure Product Health Data Collection (PHDC) on Service Now operating in Direct, or Partner Proxy modes. Starting in Service Now Release 16.1R1, Service Now can collect PHD when operating in End Customer mode as well. However, uploading the end-customer product health data to Service Now partner is not supported.

Note

A Service Now partner cannot configure PHDC on end-customer devices.

Product health data collection (PHDC) is configured on Service Now by defining the following parameters:

  • Devices on which PHD should be collected

  • Number of days for which PHD should be collected

  • Whether PHD data should be submitted to Juniper Support Systems (JSS) or Service Now partner

  • Whether PHD data should be deleted from Service Now once uploaded to JSS or Service Now partner

  • Whether IP addresses should be overwritten with asterisks (*) in the PHD files

PHDC configurations on Service Now can be viewed on the Product Health Data Collection page (Administration > Product Health Data Collection) as shown in Figure 79.

Figure 79: Product Health Data Collection Page
Product Health Data Collection
Page

Table 27 lists the fields on the Product Health Data Collection page.

Table 27: Fields on the Product Health Data Collection Page

Field Name

Description

Name

Name of the PHDC configuration

Status

Status of the PHDC configuration

Possible values are:

  • Scheduled—PHD is scheduled to be collected from all devices assigned to the PHDC configuration at the scheduled time.

  • Starting—PHD collection is starting on all devices included in the PHDC configuration.

  • Running—PHD is being collected from all devices included in the configuration.

  • Failed—PHD collection failed in one or more devices included in the configuration.

  • Stopping—PHD collection is being stopped on one or more devices included in the configuration.

  • Stopped—PHD collection is stopped on one or more devices in included in the configuration.

  • Enabling—PHD collection is being enabled on one or more devices in the configuration after being disabled.

  • Disabling—PHD collection is being disabled on one or more devices in the configuration.

  • Aborting—PHD collection is being aborted on all devices of the configuration.

Start Date

Date and time PHD collection is scheduled to start or the date and time when PHD collection started

End Date

Date and time to end PHD collection or PHD collection ended (if the PHDC status is completed)

Devices

Number of devices included in the PHDC configuration

Click the link to view the details of devices, the status of PHD collection on the devices and view the PHD files collected from individual devices.

See Service Now Product Health Data Collection Overview for details on the status of PHD collection on a device.

Domain

Domain to which the PHDC configuration is assigned

By default, a PHDC configuration is assigned to the domain in which the user creating the PHDC configuration is logged in.

Benefits of Product Health Data Collection

The Product Health Data Collection (PHDC) feature helps to confirm whether managed devices are maintaining performance expectations based on best practices recommended by Juniper Networks. The PHDC feature identifies potential malfunctioning of hardware components, dormant problems, any abnormalities in the trend data for improvement and any other performance related issues. Engineers at Juniper Networks analyze the product health data and recommend actions to customers to identify potential risks and issues with their devices before impacting their network and proactively improve network performance.

Actions That You Can Perform From the Product Health Data Collection Task

On the Product Health Data Collection page, you can perform the following tasks:

Configuring Product Health Data Collection on a Device

Product health data collection (PHDC) configurations are listed on the Product Health Data Collection page of the Administration workspace.

Junos Space Service Now provides the following methods to configure PHDC on managed devices:

Configuring PHDC by Using the Product Health Data Collection Task

Configuring PHDC from Product Health Data Collection task involves selecting devices on which to configure PHDC and then configuring the parameters.

Note

PHDC consumes CPU cycles and disk resources of the device. Therefore, performance of the device might be affected while PHD is being collected.

To configure PHDC on a device from the Product Health Data Collection task:

  1. From the Service Now navigation tree, select Administration > Product Health Data Collection > Configure PHDC.

    The Configure PHDC page appears as shown in Figure 80.

    Figure 80: Configure PHDC Page
    Configure PHDC Page
  2. Enter a name for the PHDC configuration.

    The name of a PHDC configuration must have 4 to 64 alphanumeric characters. You can use underscore (_) and hyphen (-) as special characters.

  3. Click on the devices that you want to include in the PHDC configuration. Alternatively, select the check box next to the Organization field to include all devices listed in the PHDC configuration.
  4. Click Next.

    The Configure Product Health Data Collection page appears as shown in Figure 81.

    Figure 81: Configure Product Health Data Collection
    Configure Product Health
Data Collection
  5. On the Configure Product Health Data Collection page, configure options as follows:
    • Collection Period (days): Enter the number of days when product health data (PHD) should be collected from the devices.

      Number of days can range from 1 to 90. The default value is 30 days.

    • Upload Product Health Data files to Juniper: Select this check box to upload PHD files collected from devices to Juniper Support Systems (JSS).

      This option is selected by default.

      Note

      If you clear this check box, PHD files are not uploaded to JSS. If required later, you cannot upload PHD files to JSS.

    • Delete Product Health Data files after upload: Select this check box to delete PHD files from a device immediately after they are uploaded to JSS.

      This option is selected by default.

      Note

      If you clear this check box, PHD files are automatically deleted four days after the files are collected by Service Now.

    • Mask IP addresses before uploading Product Health Data files: Select this check box to replace IP addresses with asterisks (*) in collected PHD.

      This option is selected by default.

    • (Optional) Schedule PHD Collection at specified time: Select this check box to schedule a date and time for collecting PHD from the selected devices.

  6. Click Submit to submit the PHDC configuration.

    The PHDC configuration is listed on the Product Health Data Collection page.

    If a date and time is not scheduled for PHD collection, Service Now starts collecting PHD immediately after you submit the configuration..

Configuring PHDC by Using the Service Now Devices Task

Junos Space Service Now allows you to configure PHD on a managed device from the Service Now Devices task after you assign the device to a product health data collection (PHDC) configuration. You can add the device to a PHDC configuration by creating a new configuration or to an existing PHDC configuration. A device can be added to an existing PHDC configuration only if the configuration is in the Scheduled or Running state. Once assigned to a PHDC configuration which is in Scheduled or Running state, you cannot assign the device to any other PHDC configuration.

Note

PHDC consumes CPU cycles and disk resources of a device. Therefore, performance might be affected while PHD is being collected from the device.

To configure PHD collection on a device:

  1. From the Service Now navigation tree, select Administration > Service Now Devices.

    The Service Now Devices page appears.

  2. Select one or more devices to configure PHDC.Note

    PHDC can be configured on a maximum of 500 devices at a time.

  3. From the Actions list , select Device Analysis > Configure Product Health Data Collection. Alternatively, right-click the selected devices and select Device Analysis > Configure Product Health Data Collection.

    The Configure Product Health Data Collection dialog box appears as show in Figure 82.

    Figure 82: Configure Product Health Data Collection Dialog Box
    Configure Product Health
Data Collection Dialog Box
  4. On the Configure Product Health Data Collection dialog box, add devices to an existing or new PHDC configuration as follows:
    • Add the selected devices to an existing PHDC configuration.

      To add the selected devices to an existing PHDC configuration:

      1. Click Add to an existing PHDC.

        An option to select a PHDC configuration for assigning the selected devices appear.

      2. Select a PHDC configuration from the PHDC drop-down list to add the device.
    • Add the selected devices to a new PHDC configuration.

      To add the selected devices to a new PHDC configuration:

      1. Click Create a new PHDC.

        Options to configure a new PHDC appear.

      2. From the Apply to drop-down list, select one of the following:
        • Selected device(s) to configure PHD collection on all devices selected on the Service Now Devices page

        • All devices in the current domain to configure PHD collection on all managed devices in the domain in which you are logged in

        • Select Tag to configure PHD collection on devices having a specific tag

          The Select from available Tags drop-down list appears when you select the Select tag option. Select a tag from the Select from available Tags drop-down list.

        • Select Device Group to configure PHD collection on devices belonging to a specific device group

          The Select from available Device Groups drop-down list appears when you select the Select Device Group option. Select a device group from the Select from available Device Groups drop-down list.

      3. Under Configure Product Health Data Collection, configure options as follows:
        • Name: Enter a name for the PHDC configuration.

          The name of a PHDC configuration must have 4 to 64 alphanumeric characters. Underscore(_) and hyphen (-) are the only special characters allowed.

        • Collection Period (days): Enter the number of days when Service Now should collect product health data (PHD) from the devices.

          Number of days can range from 1 to 90. The default value is 30 days.

        • Upload Product Health Data files to Juniper: Select this check box if you want Service Now to upload PHD files collected from devices to Juniper Support Systems (JSS) or Service Now partner.

          This option is selected by default.

          Note

          If you clear this check box, PHD files are not uploaded to JSS. If required later, you cannot upload PHD files to JSS.

        • Delete Product Health Data files after upload: Select this check box to delete PHD files from Service Now immediately after they are uploaded to JSS.

          This option is selected by default.

          Note

          If you clear this check box, PHD files are automatically deleted four days after the files are collected by Service Now.

        • Mask IP addresses before uploading Product Health Data files: Select this check box if you want Service Now to replace IP addresses with asterisks (*) in the collected PHD.

          This option is selected by default.

        • (Optional) Schedule PHD Collection at specified time: Select this check box to schedule a date and time for collecting PHD from the selected devices.

  5. Click Submit to save the PHDC configuration.

    If Service Now configures PHDC successfully, you can view the configuration on the Product Health Data Collection page (Administration > Product Health Data Collection).

    If a time is scheduled, Service Now initiates PHD collection at the scheduled time. If a time is not scheduled, Service Now starts collecting PHD immediately after PHDC is configured.

Modifying a Product Health Data Collection Configuration

The parameters of a PHDC configuration that you can modify depend on the state of the PHDC configuration. You cannot modify the name of a PHDC configuration.

You can modify the following parameters of a PHDC configuration:

  • Devices assigned to PHDC

    Devices can be assigned and deleted from a PHDC configuration if the PHDC configuration status is not Aborted.

    When you assign a device to a PHDC configuration in the Running state, product health data (PHD) is collected from the device for the number of days that are remaining in the configuration. For example, if you assign a device to a PHDC configuration, that is, in running state and configured to run for 10 days, on the fourth day of PHD collection, PHD is collected from the device for the remaining six days.

  • Collection period

    PHD collection period can be changed if the PHDC configuration status is not Aborted.

    To extend the number of days of PHD collection, the number of days to be extended should be added to the collection period currently configured. For example, to extend PHD collection period of 30 days by ten days, enter 40 (30 + 10) for the Collection period.

    To reduce the number of days of PHD collection, the number of days to be reduced should be removed from the collection period currently configured. For example, to reduce the collection period by 10 days, enter 20 (30 - 10) as the Collection period. If you are modifying the collection period 20 days after the PHD collection started (say on the 22nd day or 23rd day, the PHD collection is stopped on the devices.

  • Upload Product Health Data Files to Juniper

    The option to upload PHD files to JSS can be changed only when the status of a PHDC configuration is Scheduled.

  • Delete PHD files after upload

    The option to delete PHD files from Service Now after upload to JSS can be changed only when the status of a PHDC configuration is Scheduled.

  • Mask IP address before uploading PHD files

    The option to mask IP address in the PHD files before uploading the files to JSS can be changed only when the status of a PHDC configuration is Scheduled.

To modify a PHDC configuration:

  1. From the Service Now navigation tree, select Administration > Product Health Data Collection.

    The Product Health Data Collection page appears.

  2. On the Product Health Data Collection page, select the PHDC configuration that you want to modify.
  3. From the Actions list, select Modify Product Health Data Collection group. Alternatively, right-click the PHDC configuration and select Modify Product Health Data Collection .

    The Modify Product Health Data Collection page appears as shown in Figure 83.

    Figure 83: Modify Product Health Data Collection Page
    Modify Product Health Data Collection
Page
  4. (Optional) Click the Show Selected Devices link to view the devices included in the PHDC configuration.
  5. Add or remove one or more devices from the PHDC configuration by selecting or clearing the check boxes provided next to the devices.
  6. Click Next.

    Service now displays the Modify Product Health Data Collection page.

    Figure 84: Modify Product Health Data Collection Parameters
    Modify Product Health Data Collection Parameters

  7. Modify Collection Period (days).

    The PHD Collection Period can vary from 1 to 90 days.

  8. If the PHDC configuration is in Scheduled state, you can modify the following parameters:
    • Upload Product Health Data files to Juniper

    • Delete Product Health Data files after upload

    • Mask IP addresses before uploading Product Health Data files

  9. Click Submit.

    Service Now displays a message indicating the PHDC configuration is successfully modified..

Rescheduling a Product Health Data Collection Configuration

You can reschedule a product health data collection (PHDC) configuration if the PHDC status of the configuration is Completed. See Product Health Data Collection Configuration Overview for details on the status of PHDC configuration.

When you reschedule a PHDC configuration, the Copy of prefix is added to the name of the PHDC configuration. While rescheduling, you can add or remove devices from the configuration and modify the PHD collection period.

To reschedule a PHDC configuration:

  1. From the Service Now navigation tree, select Administration > Product Health Data Collection.

    The Product Health Data Collection page appears.

  2. On the Product Health Data Collection page, select the PHDC configuration that you want to reschedule.
  3. From the Actions list, select Reschedule. Alternatively, right-click the PHDC configuration and select Reschedule.

    The Reschedule page appears.

  4. (Optional) Select or remove devices from the PHDC configuration by selecting or clearing the check boxes provided next to the devices.
  5. Click Next.

    The Configure Product Health Data Collection parameters appear.

  6. (Optional) Modify the Collection Period (days).
  7. (Optional) Select a schedule date and time to start the PHD collection.
  8. Click Submit to reschedule PHDC or click Cancel to cancel rescheduling PHDC.

    When you click Submit, Service Now displays a message indicating that PHDC configuration is successfully rescheduled. If a date and time is not scheduled for PHD collection, Service Now starts collecting PHD immediately after you submit the configuration and changes the status of the PHDC configuration to Starting and then Running.

Retrying Collecting Product Health Data from a Device

You can retry collecting product health data (PHD) on a device assigned to a product health data collection (PHDC) configuration if an earlier attempt to collect PHD from the device failed (that is, the PHD collection status of the device is Failed) and if the status of PHDC configuration is Running. See Service Now Product Health Data Collection Overview for details about the statuses of PHD collection on a device and Product Health Data Collection Configuration Overview for details about the statuses of PHDC configuration.

To retry collecting PHD from a device on which PHD collection failed:

  1. From the Service Now navigation tree, select Administration > Product Health Data Collection.

    The Product Health Data Collection page appears.

  2. On the Product Health Data Collection page, select the PHDC configuration assigned to the device on which you want to retry collecting PHD.
  3. From the Actions list, select Retry on failed devices. Alternatively, right-click the PHDC configuration and select Retry on failed devices.

    The Retry on failed devices page appears as shown in Figure 85. The page lists the devices in the configuration on which an earlier attempt to collect PHD failed.

    Figure 85: Retry on Failed Devices Page
    Retry on Failed Devices Page
  4. In the table, click the devices on which you want to retry PHD collection.
  5. Click Submit to retry PHD collection or click Cancel to cancel retrying PHD collection.

    When you click Submit, Service Now displays a message indicating that the PHD collection is attempted again on selected devices. The PHD collection status for the devices is changed to Scheduled, Starting and then Running if the retry is successful.

Disabling Product Health Data Collection on a Device

Product health data (PHD) collection can be disabled on any device assigned to a PHDC configuration if the PHD collection status of the device is Running or Enabled and the status of the PHDC configuration is Running. The Disable option allows you to disable PHD collection selectively on devices in a PHDC configuration without affecting the PHD collection on other devices.

To disable PHD collection on a device:

  1. From the Service Now navigation tree, select Administration > Product Health Data Collection.

    The Product Health Data Collection page appears.

  2. On the Product Health Data Collection page, click the PHDC configuration in which you want to disable PHDC on one or more devices.
  3. From the Actions list, select Disable Collection on devices. Alternatively, right-click the PHDC configuration and select Disable Collection on devices.

    The Disable Collection on devices page appears as shown in Figure 86. The page lists the devices on which PHD collection can be disabled.

    Figure 86: Disable Collection on Devices Page
    Disable Collection on Devices
Page
  4. In the table, select the devices on which you want to disable PHD collection.
  5. Click Submit to disable PHD collection on selected devices or click Cancel to cancel disabling PHD collection.

    On clicking Submit, Service Now displays a message indicating that the PHD collection is disabled on selected devices and the PHD collection status for the devices is changed to disabled.

Enabling Product Health Data Collection on a Device

Product health data (PHD) collection can be enabled on devices of a PHDC configuration if PHD collection was earlier disabled on the devices. This option allows you to enable PHD collection selectively on a device in a PHDC configuration without affecting the disabled status of PHD collection on other devices.

To enable PHD collection on a device of a PHDC configuration:

  1. From the Service Now navigation tree, select Administration > Product Health Data Collection.

    The Product Health Data Collection page appears.

  2. On the Product Health Data Collection page, click the PHDC configuration to which the device on which you want to enable PHD collection is assigned.
  3. From the Actions list, select Enable Collection on devices. Alternatively, right-click the PHDC configuration and select Enable Collection on devices.

    The Enable Collection on Devices page appears as shown in Figure 87. The page lists the devices on which PHDC can be enabled.

    Figure 87: Enable Collection on Devices Page
    Enable Collection on Devices Page
  4. In the table, click the devices on which you want to enable PHD collection.
  5. (Optional) Click the Show Selected Devices link to view the devices selected for enabling PHDC.

    Click Close to return back to the Enable Collection on Devices page.

  6. Click Submit to enable PHD collection on selected devices or click Cancel to cancel enabling PHD collection.

    On clicking Submit, Service Now displays a message indicating PHD collection is enabled on selected devices and the PHD collection status for the device is changed to enabled.

Aborting a Product Health Data Collection Configuration

You can abort product health data collection (PHDC) configuration when the status of PHDC is Running. This action aborts PHD collection on all devices assigned to the PHDC configuration.

Note

Once you abort a PHDC configuration, you can only delete the configuration. You cannot move it to any other state.

To abort PHDC configuration:

  1. From the Service Now navigation tree, select Administration > Product Health Data Collection.

    The Product Health Data Collection page appears.

  2. On the Product Health Data Collection page, select one or more PHDC configurations that you want to abort.
  3. From the Actions list, select Abort. Alternatively, right-click the PHDC configuration and select Abort.

    The Abort Product Health Data Collection dialog box is displayed as shown in Figure 88.

    Figure 88: Abort Product Health Data Collection Dialog Box
    Abort Product Health Data Collection
Dialog Box
  4. Click Abort to abort the PHDC configuration or click Cancel to cancel aborting.

    On clicking Submit, Service Now displays a message indicating that the PHDC configuration is successfully aborted and sets the status of the PHDC configuration and the PHD collection to aborted.

Exporting Product Health Data Information to an Excel File

Junos Space Service Now provides the Export and Export All options in the Actions list of the Product Health Data Devices page to export the following information in an Excel file:

  • Devices on which product health data collection (PHDC) is configured

    The exported Excel file is named in the format PHDDevices_yyyy-mm-dd_hhmmss; where, yyyy-mm-dd and hhmmss are the date and time the Excel file is created.

    Figure 89 shows a sample of the information about devices exported to Excel.

    Figure 89: PHDC Information of Devices Exported to Excel
     PHDC Information of Devices
Exported to Excel
  • Product health data (PHD) files collected from individual devices

    The exported Excel file is named in the format PHDInfoReport-hostname_yyy-mm-dd_hhmmss; where, hostname is the hostname of the device from which the PHD files were collected and yyyy-mm-dd and hhmmss are the date and time the Excel file was created.

    Figure 90 shows a sample of the information about PHD files exported to Excel.

    Figure 90: PHD Files Information Exported to Excel
    PHD Files Information Exported
to Excel

To export PHDC data in Excel format, see the following:

Exporting Information about Devices on which PHDC is configured

You can export Information about devices on which PHDC is configured from the Product Health Data Devices task or the Product Health Data Collection task of the Service Now navigation tree. When you export information about devices from the Product Health Data Devices task in Service Central workspace, Service Now exports information about all the managed devices in Service Now from which PHD is collected; whereas, when you export information about devices from the Product Health Data Collection task in the Administration workspace Service Now exports, information about devices in the selected PHDC configuration.

To export information about devices on which PHDC is configured to Excel:

    • To export the information from the Product Health Data Devices task:

      1. From the Service Now navigation tree, select Service Central > Device Analysis > Product Health Data Devices.

        The Product Health Data Devices page appears.

    • To export the PHD files from the Product Health Data Collection task:

      1. From the Service Now navigation tree, select Administration > Product Health Data Collection.

        The Product Health Data Collection page appears.

      2. Click the link on the Devices column of a PHDC configuration.

        The View all Devices of this PHDC page appears as shown in Figure 91. The View all Devices of this PHDC page displays the number of PHD files collected for each device assigned to the PHDC configuration.

        Figure 91: View all Devices of this PHDC
        View all Devices of this
PHDC
    • To export information about all the devices, right-click on a row and select Export All.

      Service Now displays the Export All Product Health Data Devices dialog box. The dialog box displays the Export All Product Health Data Devices to Excel link to download the Excel file.

    • To export information about selected devices, select the devices and then right-click and select Export Selected.

      Service Now displays the Export Selected Product Health Data Devices dialog box. The dialog box displays the Export selected Product Health Data Devices to Excel link to download the Excel file.

  1. Click the Export selected Product Health Data Devices to Excel or Export All Product Health Data Devices to Excel link displayed on the dialog box.

    The dialog box of your browser to open or save a file appears.

  2. Choose the option to open or save the Excel file.

Exporting Data about PHD Files Collected from a Device

You can export the PHD files from the Product Health Data Devices task in the Service Central workspace or the Product Health Data Collection task in the Administration workspace of the Service Now navigation tree.

To export data about PHD files collected from a device:

    • To export the PHD files from the Product Health Data Devices task:

      1. From the Service Now navigation tree, select Service Central > Device Analysis > Product Health Data Devices.

        The Product Health Data Devices page appears.

      2. Click the View link of the device for which you want to export PHD files.

        The View All Product Health Data Files page appears as shown in Figure 92.

        Figure 92: View All Product Health Data Files Page
        View All Product Health Data
Files Page
    • To export the PHD files from the Product Health Data Collection task:

      1. From the Service Now navigation tree, select Administration > Product Health Data Collection.

        The Product Health Data Collection page appears.

      2. Click the link in the Devices column of a PHDC configuration.

        The View All Devices of this PHDC page appears as shown in Figure 93. The View All Devices of this PHDC page displays the number of PHD files collected for each device assigned to the PHDC configuration.

        Figure 93: View All Devices of this PHDC Page
        View All Devices of this
PHDC Page
      3. Click the link in the Total Files Available column for the device for which you want to export the PHD files.

        The View all Product Health Data Files page appears.

    • To export information about all the PHD files collected for the device, right-click a row on the page and select Export All.

      Service Now displays the Export All Product Health Data Information dialog box The dialog box contains the Export all Product Health Data files information to Excel link to download the Excel file.

    • To export information about selected PHD files, select the files to be exported and then right-click and select Export.

      Service Now displays the Export Selected Product Health Data Information dialog box. The dialog box contains the Export selected Product Health Data files information to Excel link to download the Excel file.

  1. Click the Export selected Product Health Data files information to Excel or Export all Product Health Data files information to Excel link displayed on the dialog box.

    The dialog box of your browser to open or save a file appears.

  2. Choose the option to open or save the Excel file.

Deleting Product Health Data Files Collected from a Device

Service Now stores the product health data (PHD) files collected from managed devices in Junos Space Service Now database and uploads them to Juniper Support Systems (JSS) for assessing the health of the device. If configured to be deleted, Service Now deletes the PHD files are deleted immediately after they are uploaded to JSS. Otherwise, Service Now deletes the PHD files from the Service Now database four days after they are created.

Service Now provides the Delete option to delete the PHD files if you choose to do so. You can delete the PHD files from the Product Health Data Devices task in the Service Central workspace or the Product Health Data Collection task in the Administration workspace of the Service Now navigation tree.

To delete the PHD files collected from a device:

    • To delete the PHD files from the Product Health Data Devices task of the Service Central workspace:

      1. From the Service Now navigation tree, select Service Central > Device Analysis > Product Health Data Devices.

        The Product Health Data Devices page appears.

      2. Click the View link of the device for which you want to delete PHD files.

        The View All Product Health Data Files page appears as shown in Figure 94.

        Figure 94: View All Product Health Data Files Page
        View All Product Health Data
Files Page
    • To delete the PHD files from the Product Health Data Collection task of the Administration workspace:

      1. From the Service Now navigation tree, select Administration > Product Health Data Collection.

        The Product Health Data Collection page appears.

      2. Click the link in the Devices field of a PHDC configuration.

        The View All Devices of this PHDC page appears as shown in Figure 95. The View All Devices of this PHDC page displays the number of PHD files collected for each device assigned to the PHDC configuration.

        Figure 95: View All Devices of this PHDC Page
        View All Devices of this
PHDC Page
      3. Click the link in the Total Files Available field for the device for which you want to delete the PHD files.

        The View All Product Health Data Files page appears.

  1. On the View All Product Health Data Files:

    • To delete selected PHD files, select the files that you want to delete and then select Delete Product Health Data.

      The Delete Selected Product Health Data Files dialog box appears.

    • To delete all the PHD files collected from the device, right-click any row and select Delete All Product Health Data.

      The Delete All Product Health Data Files dialog box appears.

  2. Click the Delete button to delete or the Cancel button to cancel the deletion.

    If you click the Delete button, Service Now displays a message indicating that the files are deleted.

Deleting a Product Health Data Collection Configuration from Service Now

Service Now provides the Delete option on the Actions list to delete a PHDC configuration. You can delete a PHDC configuration if the status of the configuration is not Running.

To delete a PHDC configuration:

  1. From the Service Now navigation tree, select Administration > Product Health Data Collection.

    The Product Health Data Collection page appears.

  2. On the Product Health Data Collection page, select the PHDC configuration that you want to delete.
  3. From the Actions list , select Delete. Alternatively, right-click the PHDC configuration and select Delete.

    The Delete Product Health Data Collection dialog box appears as shown in Figure 96.

    Figure 96: View all Product Health Data Files Page
    View all Product Health Data Files
Page
  4. Click Delete to delete the PHDC configuration or click Cancel to cancel the deletion.

    When you click Submit, Service Now displays a message indicating that the PHDC configuration is successfully deleted.

Release History Table
Release
Description
Starting in Service Now Release 16.1R1, a Service Now partner can collect PHD on end-customer devices
Starting in Service Now Release 16.1R1, Service Now can collect PHD when operating in End Customer mode as well
Starting from Service Now Release 15.1R1, Service Now collects product health data (PHD) from managed devices to assess the health of the devices
Starting from Service Now Release 15.1R1, Service Now provides the Product Health Data Collection feature to collect product health data (PHD) from managed devices for assessing devices’ health.