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Configuring Advanced Filter Settings

 

Advanced filter settings define the action that Service Now should take when a JMB or an incident does not match any of the defined incident or auto submit filters. You can define the advanced filter settings in the Global settings task.

To define advanced filter settings:

  1. In the Service Now navigation tree, click Administration > Global Settings > Advanced Settings.

    The Advanced Settings page appears as shown in Figure 1.

    Figure 1: Advanced Settings Page
    Advanced Settings Page
  2. On the Advanced Settings page, configure values for parameters as follows: :
    • Select a default action for incident filters in the Incident Filters Default Action drop-down list—Create Incident, Do not Create Incident.

    • Select a default action for auto submit filters in the Auto Submit Filters Default Action drop-down list—Submit Case, Do Not Submit Case.

    • Enter the number of days suppressed events can be stored in the Service Now database before they are deleted in the Suppressed Events Purge Time (in days) text box.

      Note

      Whenever the suppressed events are purged or deleted, the associated JMBs are also purged or deleted. However, if suppressed JMBs are deleted, the suppressed events are not deleted.

    • Enter the number of days suppressed JMBs can be stored in the Service Now database before they are deleted in the Suppressed Events JMB Purge Time (in days) text box.

    • In the Email Id List for Device Snapshot field, enter the list of e-mail IDs of users to whom you want to send device snapshots by e-mail.

      If you do not configure any e-mail IDs, device snapshots are sent by e-mail only to the Super user. If you configure e-mail IDs, then device snapshots are sent by e-mail to only the configured e-mail IDs and not to the Super user.

    • (Optional) Clear the Enable Device Snapshot Email check box to disable sending device snapshots as an email attachment to users.

      By default, this check box is selected and e-mail with device snapshots as attachment is sent to all e-mail IDs configured in the Email Id List for Device Snapshot text field or to the Super user if no e-mail ID is provided.

    • (Optional) Clear the Update Directive File From Juniper Support System check box to avoid service Now from automatically updating the directive file..

      By default, the Update Directive File From Juniper Support System check box is selected and Service Now automatically updates the directive file when a newer version of the file is available in JSS or Service Now partner (in case of End Customer mode).

  3. (Optional) Enter a generic comment while installing or uninstalling event profiles in the Commit Comment text box.

    The comment you enter in this text box appears as the default comment in the Commit Comment text box on the Install Event Profile and Uninstall Event Profile pages (Administration > Service Now Devices > Device Operations). If you do not add a comment, Service Now adds the following default comment: Commit Issued by Service Now.

    This comment is also used as the commit comment for the AI-Scripts configuration while uninstalling AI-Scripts configuration from a device before deleting the device from Service Now.

  4. Click Save to save the changes.

    Service Now displays a confirmation message indicating that the changes are successfully saved.