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Service Central Overview

 

The Service Central workspace of the Service Now application lets you to manage incidents, information messages, device snapshots, notifications, and error JMBs. When an event occurs on a device, AI-Scripts installed on the device create files called Juniper Message Bundles (JMBs) that contain comprehensive information about the device identity, the problem event, and diagnostics. The JMB file is then transferred securely from the device to Service Now. In response to the JMB received, Service Now creates a new incident for the JMB and displays it on the Incidents page.

The Service Central workspace displays the following three gadgets on its dashboard to display information about incidents graphically:

  • Incident severities—Provides a graphical representation of the incidents generated and their severities.

  • Incident priorities—Provides a graphical representation of the incidents generated and their severity.

  • My Incidents—Provides a graphical representation of the newly created incidents, incidents flagged to you, or owned and changed by you.

When you click a bar on the graph, service Now takes you to the Incidents page listing only the incidents represented by the bar..

Figure 102: Service Central Gadgets
Service Central Gadgets

After viewing an incident, you can submit a case to the Juniper Support Systems (JSS) or a Service Now partner (in End Customer mode). You can also notify other users about the incident, assign a user as an owner of the incident, and delete the incident from the device.

In addition to reporting incidents, AI-Scripts also send device information regularly to Service Now in the form of Information Juniper Message Bundles (iJMBs). The iJMBs are then processed and displayed on the Device Snapshots page. You can upload these iJMBs to JSS, where they are processed and analyzed to provide preventive analysis and alerts.

Service Now considers a JMB erroneous If it dose not comply with the standard data structure that Service Now requires or If it contains data elements that Service Now does not accept. Service Now identifies these JMBs and displays them on the JMB Errors page from where you can view or download them for analysis.

Service Now provides the notifications task in Service Central workspace to configure notification policies which define the conditions such as new incident is detected or a new incident is submitted, when service Now must send notifications to users. Notification policies also provide filters that you can use to fine tune the conditions under which you receive a notification.

Some tasks within the Service Central workspace, such as assigning messages to a connected member and updating an end-customer case, are enabled only when Service Now operates in the end-customer mode. For more information about the Service Now modes, see Service Now Modes in the Junos Space Service Now Administration Guide..

The Service Central page graphically displays information about the severity and priority of incidents and the incidents you created.

Using Service Central, you can perform the following tasks:

  • Manage incidets—You can view, delete, export, submit to create a case, view JMB associated with the incident, and upload core files for the incidents.

  • Manage cases—You can view the technical support cases that were created for incidents you submitted, collect additional information for the cases, update case with additional notes, and upload attachments for the case.

    If Service Now is operating in the Partner Proxy mode, you can view and manage cases for your end customers (also known as connected members).

  • Manage messages and notifications from JSS–You can view and assign or flag informational messages that you receive from JSS or Service Now partner to specific users.

  • Manage device snapshots (also known as informational JMBs or iJMBs)—You can view, export the JMB information to an HTML file and delete the ijMBs.

  • View and export BIOS validation data collected from devices

  • View and export product health data collected from devices

  • View and download erroneous JMBs

  • View JMBs for which Service Now did not create incidents

  • Manage notifications—You can create, enable or disable and copy notificationsinformation about devices that are susceptible to known issues.