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Service Now Device Snapshots Overview


Junos Space Service Now periodically collects device snapshots [also known as informational Juniper Message Bundles (iJMBs)] that contain configuration and trend information of devices. Service Now displays the iJMBs on the Device Snapshot page (Service Central > Information > Device Snapshots). By default, Service Now sends the iJMBs to Juniper Support Systems (JSS) or Service Now Partner for processing. You can upload these device snapshots to JSS where they are added to the Customer Intelligence Database (CIDB) and then processed and analyzed to provide preventive measures if the device is susceptible to known issues.

If AI-Scripts is installed on a device, device snapshots are generated once every 7 days. Service Now collects the device snapshot and shares it with JSS or Service Now partner for analysis. Before sharing the device snapshots, Service Now filters the configuration information in the device snapshot based on the JMB Filter Level set for the organization to which the devices belongs. For information about JMB filter levels, see Adding an Organization to Service Now

The device snapshots that are received by Service Now and yet to be submitted to JSS are stored with the status Initial. After the 7 days elapse, the latest device snapshot sent from the device is submitted to JSS. This means that when a device sends multiple device snapshots to Service Now, only the most recent device snapshot is submitted to JSS and the remaining device snapshots are denoted with the status Skipped. Device snapshots are denoted with the Initial status for several reasons. To know why a device snapshot is not submitted to JSS, you can hover over its Status in the tabular view of the Device Snapshot page. The Status field also displays additional information such as the reasons for not loading information JMBs and messages for errors that might have occurred while loading the JMB.

When Service Now detects that a device has not generated iJMB for more than seven days, it generates on-demand device snapshots by using the directive.rc file and shares it with JSS or Service Now partner. Service Now also detects devices that have stopped sending device snapshots for more than two weeks and displays them graphically on the Administration page. To view details of such devices, you can click the Devices Not Sending Snapshots bar of the Devices Not Sending Device Snapshots graph. Service Now opens the Service Now Devices page where you can view their details and export the device details to an Excel file.

Service Now generates iJMBs automatically if:

  • Service Now detects that a Junos upgrade has occurred but an event profile is reinstalled, or if Service Now detects that the device has not sent an iJMB for some time

  • An event profile was never installed on a device, but the device is associated to a device group in Service Now

If an event profile is installed on the device and an iJMB is received from the device, then Service Now stops creating iJMBs for the device. If the notification policy Switch over enabled for IJMB is enabled, the administrator is notified by an e-mail or an SNMP Trap when Service Now generates iJMBs for one or more devices. If the notification policy Switch over enabled for IJMB is not enabled, only e-mails are sent to the administrator when Service Now generates iJMBs; SNMP traps are not sent.

Associated Actions

You can perform the following actions related to device snapshots: