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Junos Space Service Now Modes

 

Junos Space Service Now collects event and trending data (in the form of Juniper Message Bundles [JMBs]) from devices running Junos OS and submits the data to Juniper Support Systems (JSS) for troubleshooting and analysis. JSS identifies the Service Now application by the organization configured on it. An organization is configured on Service Now with a unique site ID and credentials (username and password) for the site ID. The site ID, username, and password are provided by Juniper Networks or a qualified Juniper Networks partner (when Service Now is operating in End Customer mode).

Service Now periodically checks and collects JMBs from the managed devices and creates an incident for each JMB collected from the devices. A user can submit an incident manually or configure Service Now to submit an incident automatically to JSS or Service Now partner for creating a case. A case is created in JSS and associated with the site ID of the organization configured on Service Now from which the incident was submitted.

Depending on your contract with Juniper Networks, you can operate Service Now in Direct, End Customer, or Partner Proxy modes. Certain features are enabled or disabled depending on the mode of operation.

  • Demo mode–Service Now operates in Demo mode from the time you install Service Now on Junos Space Network Management Platform until you create an organization and validate the organization by establishing a connection with JSS or a Service Now partner.

    In Demo mode, you can add one organization and manage up to five devices, manage device inventory, install AI-Scripts on the devices, detect events on the devices, and view JMBs collected from the devices.

  • Offline mode–You can accept a Direct or Partner Proxy license file and activate the Junos Space Platform and Service Now application without having to connect to JSS. You can perform all Service Now tasks except submit incidents, create autosubmit policies, view exposures, or view cases in Case Manager.

    Note

    If Service Now is already in End Customer mode, you cannot operate it in Offline mode.

  • Direct mode–In Direct mode, you can add multiple Service Now organizations and devices in Service Now. Service Now is directly connected to JSS, which enables you to submit incidents to JSS and JSS to provide support for the incidents that you submit.

    Figure 1 shows Service Now operating in Direct mode.

    Figure 1: Service Now Operating in Direct Mode
    Service Now Operating in Direct
Mode
  • Partner Proxy mode–A qualified Juniper Networks partner (also known as Service Now partner) can operate Service Now in Partner Proxy mode to manage multiple Service Now end customers (also known as connected members). The Service Now end customers submit incidents to the Service Now partner, who resolves the issues or submits the issues to JSS for resolution.

    You can configure multiple organizations and end customers and manage multiple devices in this mode.

  • End Customer mode–In End Customer mode, Service Now communicates with JSS through a Service Now partner. When events occur on the devices managed by an end customer, incidents are reported to the Service Now partner. The Service Now partner, if required, submits the incidents to JSS for resolution. The Service Now partner provides the required credentials to an end customer for configuring the Service Now organization. An end customer can be connected to only one Service Now partner.

    You can configure only one organization, but can manage multiple devices in this mode. Figure 2 shows Service Now operating in Partner Proxy and End Customer modes.

    Figure 2: Service Now Operating in Partner Proxy and End Customer Modes
    Service Now Operating in
Partner Proxy and End Customer Modes

Table 1 highlights some of the differences among the various modes of operating Service Now.

Table 1: Features and Tasks Enabled for Service Now Modes

Task

Demo Mode

Offline Mode

Direct Mode

Partner Proxy Mode

End Customer Mode

Number of devices supported

5

Multiple

Multiple

Multiple

Multiple

Number of organizations supported

1

Multiple

Multiple

Multiple

1

Adding connected members

Enabled

Updating end- customer cases

Enabled

Assigning messages to an end - customer

Enabled

Viewing messages assigned to an end - customer

Enabled

Submitting incidents for creating technical support cases to JSS

Disabled

Enabled

Enabled

Disabled (but can submit incidents to the Service Now partner)

Installing or removing AI-Scripts on or from devices

Enabled

Enabled

Enabled

Enabled (only for devices managed directly by the Service Now partner)

Enabled

Validating the BIOS

Disabled

Enabled

Enabled

Enabled

Product Health Data Collection

Enabled

Enabled

Other tasks (viewing incidents, configuring notifications, receiving JMBs, managing the inventory, and so on)

Enabled

Enabled

Enabled

Enabled

Enabled