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AI-Scripts Overview

 

Advanced Insight Scripts (AI-Scripts) provide the intelligence that devices need to automatically detect and report hardware and software failure or other functional abnormalities to ensure maximum network uptime. AI-Scripts are imported into Service Now in the form of script bundles.

An AI-Scripts bundle contains event policies. An event policy defines the Junos OS commands that are executed to collect troubleshooting data when an event occurs on the device. One event policy is defined for each event. For information about adding a script bundle to Service Now, see Adding a Script Bundle to Junos Space Service Now.

When AI-Scripts are installed on a device, the device is said to be AI-Scripts-enabled. An AI-Scripts-enabled device can automatically detect events, such as failure to allocate memory for a process or failure of a hardware when it occurs, and report the event to the network operator. When an event occurs, AI-Scripts generates data about the event, packages the data in a structured format called a Juniper Message Bundle (JMB), and stores the JMB at a defined location on the device from where Junos Space Service Now accesses the data.

This section contains the following topics:

Working Modes of AI-Scripts

AI-Scripts work in the following modes to generate a JMB:

  • Reactive mode: In reactive mode, the AI-Scripts collect data from the device when a predefined event, such as failure to allocate memory for a process or failure of a hardware, occurs on the device and store the data at a predefined location on the device from where Service Now accesses it for analysis and resolution. The JMB generated in this mode is known as an event JMB or eJMB.

  • Proactive mode: In proactive mode, the AI-Scripts periodically collect data on vital system functions and store the data at a predefined location on the device. This data is accessed by Service Now to monitor the device and to predict and prevent risks related to the device. The JMB generated in this mode is known as an informational JMB or iJMB.

Apart from event and informational JMBs, AI-Scripts also generate JMBs in response to an event triggered by a user. These JMBs are known as on-demand incident JMBs. The on-demand JMBs can be of two types—on-box on-demand JMB or off-box on-demand JMB.

An on-box on-demand JMB is generated by AI-Scripts installed on the device in response to on-demand request by user. An off-box on-demand JMB is generated by Service Now by executing preconfigured commands on the device. You can use the off-box on-demand JMB to get information about a device when AI-Scripts are not installed on the device.

Events Detected by AI-Scripts

AI-Scripts detect the following types of events:

  • Common software events, including daemon and Packet Forwarding Engine crashes

  • Common hardware events, such as PIC alarms

  • Hardware platform-specific events, such ASIC issues

For a complete list of events detected by AI-Scripts:

Types of JMBs

A Juniper Message Bundle (JMB) generated on a device running Junos OS can be of the following types:

  • Event JMB or eJMB—JMB generated in response to events such as memory allocation error, read-write errors, or configuration commit failures that occur on devices

    An eJMB contains manifest, attachment, and log sections.

  • Intelligence JMB or iJMB—JMB generated periodically to provide trend and health data of a device

    An iJMB contains manifest, trend data, and attachment sections.

  • RMA JMB—JMB generated when a device component (for example, a fan) fails

    When a component fails, the relevant AI-Script in the AI-Scripts bundle is triggered to collect the required data for compiling the RMA JMB and reporting the event.

  • On-demand JMBs—On-demand JMBs are generated when a user requests for a JMB to be generated on the device. On-demand JMBs can be of the following types:

    On-demand JMBs can be of the following types:

    • On-demand JMBs generated by AI-Scripts: AI-Scripts generate on-demand JMBs by using the /var/db/scripts/on-demand.slax script present in the AI-Scripts bundle. AI-Scripts can only generate on-demand eJMBs.

    • On-demand JMBs generated by Service Now: Service Now generates on-demand JMBs by using the directive.rc file packaged with Service Now. The directive.rc file contains the commands to generate JMBs.

      Service Now can generate the following types of JMBs:

      • On-demand eJMB

      • On-demand iJMB

      • On-demand RMA JMB

JMB Contents

A JMB has the following structure:

  • Manifest: The JMB manifest contains a summary of the information primarily needed for creating and submitting a case with JSS for an event. Elements displayed in the manifest section depend on the type of the JMB.

    Starting in Service Now Release 15.1R1, the Manifest section displays the following information: RSI Collection, BIOS Validation, Log Collection, Junos Software Version, Junos Space Version, Service Now Version, Product Health Data Collection, Product Health Data Collection Command File, JMB Cleanup Interval.

    Table 1 lists the elements present in a JMB manifest.

    Table 1: Elements in the Manifest Section of a JMB

    Element

    Description

    Event Information

    Host Event-ID

    Specifies the ID of the event in response to which the JMB is generated

    Host Event-ID is represented in the following format:

    <router-name>-<chassis-serial-number> -<YYYYMMDD-HHMMSS>-<sequence number>, where:

    • router-name specifies the hostname of the router.

    • chassis-serial-number specifies the serial number of the router chassis.

    • YYYYMMDD-HHMMSS specifies the date and time the event occurred on the device.

    • sequence number varies from 001 through 999 and indicates the sequence of events when multiple events occur at the same time.

      The sequence number is present only if multiple events occur at the same instance on the device.

    Problem Class

    Specifies the problem class; the value is always set to Support.

    This field is used to populate the Problem Class field in the Customer Relationship Management System (CRM) of Juniper Support System (JSS).

    This field is not applicable for an iJMB.

    Service Type

    Specifies whether a JMB is generated as a proactive measure or a reactive measure.

    Possible values are:

    • Event: The JMB is generated in response to an event that occurred on the device. (This is a reactive measure.)

    • Intelligence: The JMB is generated and collected periodically to monitor the vital functions of the device. (This is a proactive measure.)

    • On-demand: The JMB is generated in response to a request from a user.

    • Event-RMA: The JMB Is generated in response to an Return Material Authorization (RMA) event on the device. This is a reactive measure.

    • Health-check: The JMB is generated and collected periodically to check the integrity of the BIOS or for any errors related to the AI-Scripts installed on the device. This is a proactive measure.

    Time Occurred

    Specifies the time at which the event occurred

    Event Type Group

    Classifies the events that occurred on the device under the following categories:

    • Hardware failure

    • Software failure

    • Resource exhaustion

    This field is not applicable for an iJMB.

    Event Type

    Specifies the type of event that occurred on the device; for example, MAC error or Process error

    This field is not applicable for an iJMB.

    Problem Synopsis

    Specifies a summary of the event; this field is used to populate the Problem Synopsis field in the CRM.

    This field can be appended with your text while submitting the incident for resolution to JSS or a Service Now partner.

    This field is not applicable for an iJMB.

    Problem Description

    Describes the event; this field is used to populate the Problem Description field in the CRM.

    This field can be appended with your text while submitting the incident for resolution.

    This field is not applicable for an iJMB.

    Problem Severity

    Specifies JTAC’s assessment of the impact that the event has on the customer’s network

    Possible values are:

    • 1 - Critical

    • 2 - High

    • 3 - Medium

    • 4 - Low

    This field is not applicable for an iJMB.

    Problem Priority

    Specifies the customer’s perception of the impact that the event has on the network; this field is used to populate the Problem Priority field in the CRM system.

    Possible values are:

    • 1 - Critical

    • 2 - High

    • 3 - Medium

    • 4 - Low

    This field is not applicable for an iJMB.

    KBURL

    Specifies the link to the knowledge base (KB) article related to the event

    This field is not applicable for an iJMB.

    AI-Script Version

    Specifies the version of the AI-Scripts that generated the JMB

    Associated Core File

    Specifies the core files included in the JMB

    This field is not applicable for an iJMB.

    Router Information

    Product Name

    Specifies the name of the product; this field is used to populate the Platform field in CRM.

    Host Name

    Specifies the hostname assigned to the device

    OS Platform

    Specifies the routing OS installed on the device

    Routing Engine

    Name

    Specifies the name of the Routing Engine

    Mastership State

    Specifies whether the Routing Engine serves as the primary or the backup Routing Engine of the device

    Component

    Specifies the components of Junos OS such as rpd and chassid

    Version

    Version of Junos OS component executing on the Routing Engine

    Builder

    User who created the Junos OS build

    Build Date

    Date and time the Junos OS build was created

    Service Now Information

    RSI Collection

    Specifies the configuration for collecting Request Support Information (RSI) from the device—whether RSI collection is enabled or disabled and the interval for collecting RSI

    BIOS Validation

    Specifies whether BIOS validation is enabled or disabled on the device

    Log Collection

    Specifies whether log collection is enabled or disabled on the device

    True indicates that log collection is enabled and False indicates that log collection is disabled.

    Space Platform Version

    Specifies the version of Junos Space Network Management Platform managing the device

    Service Insight

    Specifies the version of Service Insight installed with Service Now

    Service Now

    Specifies the version of Service Now managing the device

    AI-Scripts Information

    RSI Collection

    Specifies the configuration for collecting Request Support Information (RSI) from the device—whether RSI collection is enabled or disabled and the interval for collecting RSI

    Log Collection Enabled

    Specifies whether log collection is enabled or disabled on the device

    True indicates that log collection is enabled and False indicates that log collection is disabled.

    BIOS Validation

    Specifies whether BIOS validation is enabled or disabled on the device

    PHD Collection

    Specifies whether collection of product health data (PHD) is enabled or disabled on the device

    PHD Collection Commands File

    Specifies the file that contains the commands to collect PHD on the device

    JMB Cleanup Interval

    Specifies the interval in seconds after which JMBs generated due to PHD collection are deleted

  • Trend data: Trend data provide information about the hardware and software operating parameters such as CPU and memory utilization of the Routing Engine and traffic statistics of the Packet Forwarding Engine of the device.

    Trend data are provided for the following:

    • Routing Engine

    • Flexible PIC Concentrators

    • Packet Forwarding Engine

    • Switch Control Board (SCB)

    • Routing protocol process (RPD)

    • Kernel

  • Attachment: The files and data in a JMB depend on the type of the event that triggered the JMB. This section provides the output of specific Junos OS commands executed to retrieve data and log files pertaining to the event. Some commands are standard—that is, they are executed for every platform. Some commands are executed specific to a platform. The following commands are common to all platforms:

    • show system processes extensive

    • show pfe statistics error

    • show system boot-messages

    • show system virtual-memory

    • show system buffer

    • show system queues

    • show system statistics

    • show task io

    • show configuration

    • show chassis hardware

From Service Now Release 14.1R3 onwards, the attachments of an off-box on-demand JMB also include information about the last four configuration changes made on the device.

Starting in Service Now Release 15.1R2, the Attachments section displays the statuses of reading each attachment from the device and uploading each attachment file to JSS or Service Now partner.

The attachment files are retrieved from the device and stored in the Service Now database. The JMB contains links to view and download attachment files.

Figure 1 shows the Attachment section of a JMB.

Figure 1: Attachment Section of a JMB
Attachment Section of a JMB

Logs

This section contains a compressed view of the /var/log directory of the device. However, if the /var/tmp directory has less than 20% of the required free space, the contents are collected in an attachment.

The log files are retrieved from the device and stored in the Service Now database. The JMB contains the links to view and download the log files.

Figure 2 shows the log section of a JMB.

Figure 2: Log Section of a JMB
Log Section of a JMB
Release History Table
Release
Description
Starting in Service Now Release 15.1R2, the Attachments section displays the statuses of reading each attachment from the device and uploading each attachment file to JSS or Service Now partner.
Starting in Service Now Release 15.1R1, the Manifest section displays the following information: RSI Collection, BIOS Validation, Log Collection, Junos Software Version, Junos Space Version, Service Now Version, Product Health Data Collection, Product Health Data Collection Command File, JMB Cleanup Interval