Service Now Dashboard Overview

Service Now Workspaces

Apart from the Service Central and Administration workspaces, Service Now also provides shortcuts to the Devices and Jobs workspaces of Junos Space Network Management Platform by including them in the Service Now navigation tree.

For more details about devices and jobs workspace, refer to Workspaces Feature Guide.

You can perform the following tasks by using the Service Central workspaces:

• View and manage incidents

• View and manage technical support cases

• (only in Partner Proxy mode) View and manage end-customer cases

• View and manage informative messages from Juniper Support System (JSS) or Service Now partner (in End Customer mode)

• View and manage device snapshots

• View and manage BIOS validations and product health data

• View and manage JMB with errors

• View and manage JMBs for which incidents are not created

• Configure and manage notification policies for informing users about events that occurred on devices.

Dashboard Gadgets

The Service Now dashboard displays gadgets (graphs and charts) with information that is updated automatically. You can move the gadgets on the dashboard and change their sizes. These changes persist even after you log out of the system. The gadgets displayed on the Service Now dashboard are:

• Platforms with Most Incidents

• Devices with the Most Incidents

• Service Now Notices (Upgrade and Contract Notice)

Platforms with Most Incidents

This gadget graphically displays the platforms with the most incidents and the percentage of incidents detected on them. Clicking the elements within the graph takes you to the Incidents page, where incidents are filtered to display only the incidents that occurred on the platform that you clicked.

For example, when you click the ACX1100 element in the Platforms with most incidents gadget (as shown in Figure 1), the Incidents page displays only those incidents that are detected on the ACX1100 router.

Figure 1: Platform with Most Incidents Gadget

Devices with the Most Incidents

This gadget displays the devices with the most incidents graphically, along with the number of incidents detected on them. Clicking the elements within the graph takes you to the Incidents page, where incidents are filtered by the device category. You see only the incidents that affect the device that you selected.

By using the Devices with Most Incidents gadget, you can also filter all incidents created for a device on the Incidents page. To do this, click the Devices bar of your choice in the graph to take you to the Incidents page, which displays only those incidents that affect the device that you selected.

As shown in Figure 2, clicking device1, which is represented by the yellow bar of the graph, displays the Incidents page where incidents are filtered to display only those incidents that occurred on device1.

Figure 2: Devices with Most Incidents Gadget

Service Now Notices (Upgrade and Contract Notice)

This gadget notifies you about the tasks that you need to execute after a Junos Space upgrade. It also informs you about your contract with Juniper Networks.