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Collecting Additional Information for Service Now Incidents and Cases Overview

 

Starting in Junos Space Service Now Release 17.1R1, for an incident (Service Central > Incidents)or a technical support case (Service Central > View Technical Support Case), you can collect information in addition to what is available in a Juniper Message Bundle (JMB) by executing Junos OS commands on the device for which the incident and case are created. The additional information can be collected for an incident either before submitting the incident for opening a case or after the case is created. If a case is already created for the incident, the additional information collected can be directly uploaded to Juniper Support Systems (JSS) and associated with the case.

You can define the commands that can be executed to collect the additional information and the intervals at which the commands should be executed.

The additional information is collected from the device as a text file with the name additional_cli_information_<devicename>_<timestamp>.txt and associated with the incident in the Service Now database or uploaded to JSS if a technical support case is already created for the incident. If you are collecting additional information for a case, Service Now uploads the information directly to JSS from the device. For Service Now operating in the End Customer mode, the additional information is uploaded to the Service Now partner from where it is uploaded to JSS, if required.

Note
  • A Service Now partner cannot configure commands for collecting additional information for incidents or cases for its end customers.

  • Additional information cannot be collected for incidents and cases that are in the closed state.

Associated Actions

You can perform the following actions related to collecting additional information for an incident or case:

Release History Table
Release
Description
Starting in Junos Space Service Now Release 17.1R1, for an incident (Service Central > Incidents)or a technical support case (Service Central > View Technical Support Case), you can collect information in addition to what is available in a Juniper Message Bundle (JMB) by executing Junos OS commands on the device for which the incident and case are created.