Generation, Collection, and Processing of a JMB

After AI-Scripts are installed on the device, the following configuration is added to the device:

When an event occurs on a device, the Junos OS running on the device generates the following logs:

• /var/log/escript.log—The escript.log file records actions performed by event scripts included in the AI-Scripts bundle.

• /var/log/default-log-messages—The default-log-message file contains information about operations performed on the device—that is, when commits are executed and AI-Scripts have generated data ready for Service Now to collect, and information about other events that is required by Junos Space Platform or connected applications.

• /var/log/op-script.log—The op-script.log file records actions performed by operational scripts included in the AI-Scripts bundle.

• /var/log/csscript.log—The cscript.log file records actions performed by the commit scripts included in the AI-Scripts bundle.

• /var/log/interactive-commands—The interactive-commands file is set up either by Junos OS or manually by a user to record CLI commands that are run on the device to generate a JMB.

When an event occurs on a device, the log files inform Junos Space Platform about activities on the device. See the following for information about generation, collection, and processing of JMBs:

JMB Generation

The Junos OS event process (eventd) listens to events generated by Junos OS processes such as chassis process (chassid), routing protocol process (rpd), and device control process (dcd). When an event occurs, the eventd process scans the event table in the kernel and executes the script from the AI-Scripts bundle that matches the event. The eventd process uses criteria such as the name of the event, count of the event, or correlated events occurring within a specific time interval as a trigger to execute the event script.

An event script, when triggered, collects the manifest data for an eJMB or the manifest and trend data for an iJMB and compiles the data into a JMB. AI-Scripts collect attachments and logs separately and store the JMB, attachments, and logs in the /var/tmp directory of the device.

JMB Collection

When a JMB is generated and ready for collection, Service Now receives the AIS_DATA_AVAILABLE: To be Transferred : JMB ready for upload system log message from the device. The following is a sample of the log message received from an M10i device:

In response to the AIS_DATA_AVAILABLE: To be Transferred : JMB ready for upload system log message received, Service Now collects the JMB from the device and copies it to the /var/cache/jboss/SN/Jmb/output folder of the Junos Space Appliance from where it is copied to the Service Now database. Service Now collects the attachments and log files separately after collecting the manifest and trend data (for iJMBs).

To collect the JMB, Service Now uses the NETCONF over the SSH channel that was created when the device was discovered. For information about the device discovery process, see Discovering Devices.

Service Now starts collecting attachments and logs for a JMB when it receives the AIS_DATA_AVAILABLE: To be Transferred : All attachments ready for upload system log message from the device. The following is a sample of the log message received from the M10I device for collecting attachments:

After collecting the JMB, attachments or log files Service Now sends the delete remote procedure call (RPC) to the device so that the device can delete files after they are collected.. In response to the delete RPC, the device deletes the specific files from its /var/tmp directory.

If, for some reason, Service Now fails to collect the JMB, Service Now attempts to collect the JMB when Service Now receives the next AIS_DATA_AVAILABLE: To be Transferred : JMB ready for upload system log message from the device. At each attempt, Service Now collects all JMBs present in the /var/tmp folder of a device. Service Now attempts to collect failed attachments once every two hours. See Junos Space Service Now and Junos Space Service Insight Timers for information about timers that Service Now uses to retrieve data from the device and JSS.

JMB Processing

Service Now creates an incident for each JMB that it receives. You can view the incident and the JMB under the Incidents task of the Service Central workspace of the Service Now GUI. If required, you can manually submit the incident to JSS for creating a case or configure Service Now to automatically submit the incident. A case, when created for the incident, is listed under the View Tech Support Cases task on the Service Now GUI as shown in Figure 1.

Figure 1: View Tech Support Cases Page

A Service Now operating in End Customer mode submits incidents to a Service Now partner. The Service Now partner, if required, submits the end customer’s incidents to JSS. The Service Now partner can view cases created for end customer incidents under the View End Customer Cases task on the Service Now GUI.

JSS uses the information contained in the eJMBs to troubleshoot and resolve issues on devices. JSS uses the trend data contained in iJMBs to analyze and provide proactive bug notifications (PBNs) and send alerts to customers about devices and components nearing End of Life (EOL) or End of Service (EOS). Service Insight retrieves the PBNs and EOL and EOS alerts from JSS every midnight. The PBNs and alerts can be viewed in the Insight Central workspace of the Service Insight application.

You can configure the duration for which an incident and JMB can be stored in the Service Now database on the Global Settings page of the Administration workspace. The incidents and JMBs are automatically deleted from the Service Now database after the specified time lapses.

Figure 2 shows a snapshot of the Global Settings page with a purge time configured for device snapshots and incidents.

Figure 2: Global Settings Page