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Service Now Auto Submit Policy Overview

 

An auto submit policy allows Service Now to submit incidents to Juniper Support Systems or a Service Now partner (JSS) automatically. When Service Now submits an incident to JSS, JSS creates a technical support case and provides the case ID to Service Now. After a case is created in JSS, Service Now updates the status of the incident as Case Created along with the case number.

An auto submit policy lets you configure Service Now to prevent creating incidents when a JMB is received for the same event within a configured time interval. This is called dampening. Dampening policy is assigned to individual events if the Auto Submit Policy is activated. You can select a dampening period for which alerts are dampened for an event that recurs on the same device, device group, or organization.

Service Now displays the configured auto submit policies on the Auto Submit Policy page (Administration > Auto Submit Policy).

Service Now uses the event ID and synopsis of an event to dampen incident creation. Whenever an event occurs on a device, Service Now checks if an auto submit policy is defined for that event. If an auto submit policy is defined, Service Now checks for the dampening status on the policy. If the dampening status is enabled, Service Now gets the user-defined dampening interval for the event reported on a device. If a dampening interval is found, Service Now checks when the last incident was created for the event ID and synopsis. If the last event occurred before the defined dampening interval or if it had occurred during the defined dampening interval but the incident for the last event is in the closed state, Service Now creates a new incident for the event; otherwise, Service Now does not create an incident. Event RMA is always dampened.

To view auto submit policies, select Administration > Auto Submit Policy, from the Service Now taskbar. The Auto Submit Policy page appears as shown in Figure 1.

Figure 1: Auto Submit Policy Page
Auto Submit Policy
Page

Table 1 lists the parameters of an auto submit policy.

Table 1: Auto Submit Policy Parameters

Parameter

Description

Name

Name of the auto submit policy.

Status

Status of the auto submit policy.

Possible values:

  • Enabled—The auto submit policy can be applied to devices for automatically submitting incidents for creating cases.

  • Disabled—The auto submit policy cannot be applied to devices for automatically submitting incidents for creating cases.

Events Count

Number of events included in the event profile.

Devices Count

Number of devices to which the auto submit policy is assigned.

Filters Count

Number of filters associated with the auto submit policy.

Incidents Submitted

Number of incidents submitted for creating case by using the auto submit policy.

Dampening

Indicates whether incident creation should be dampened for the events included in the auto submit policy.

Note: The dampening status for individual events override the dampening status of the auto submit policy.

Created By

User who created the auto submit policy.

Created Date

Date and time the auto submit policy was created.

Last Modified

Date and time the auto submit policy was last modified.

Devices

Devices to which the auto submit policy is assigned.

Filters

Auto submit filters associated with the auto submit policy.

Events

Events included in the auto submit policy.

Associated Actions

You can perform the following actions related to auto submit policies: