Service Now Devices Overview
For Junos Space Service Now to monitor and detect events on devices, you must discover the devices by using the Junos Space Network Management Platform, add the devices to Service Now, and then install AI-Scripts on the devices.
You can view only those devices discovered by the Junos Space Platform for which you have permission (based on the role-based access control [RBAC] policy). When you add a device to Service Now, you receive information JMBs (iJMBs) and event JMBs (eJMBs) that help you monitor and resolve issues on the device. You can view devices added to Service Now on the Service Now Devices page (Administration > Service Now Devices).
You can group multiple devices into a single device group so that you can manage these devices as a single entity; for example, you can install or uninstall AI-Scripts on all the devices in a device group in a single operation.
You can view Service Now devices on the Service Now devices page. Double-click a device to view its details. Details about a device are displayed under the following five tabs—Details, Address Details, Contract Details, Device Analysis, and Advanced Params Settings..
Details—Provides general details such as the hostname, IP Address, and serial number of the device
Address Details—Provides the ship-to-address and location where the device is present
Contract Details—Provides service contract details of the device
Service Now populates the details of the start and end dates of contract and end-of-life (EOL) information of the device components on the View Physical Inventory page of the Junos Space Network Management Platform GUI. For details about accessing the View Physical Inventory page, see Viewing Physical Inventory.
Starting in Service Now Release 16.1R1, a Service Now partner does not send the service contract information for end customer devices to end customers. However, the contract information for end-customer devices can be viewed on the Service Now partner.
Device Analysis—Provides details such as the Routing Engine, and time and status of the data collected from the device for validating the BIOS integrity of the device
Advanced Param Settings—Displays AI-Scripts-related configuration for the device
Table 1 describes the attributes of Service Now devices displayed under the four tabs.
Table 1: Service Now Devices Field Descriptions
Name of the organization to which the device is assigned.
Name of the connected member.
Name of the device group to which the device belongs.
Unique name by which the device is known on a network.
IP address of the device.
Serial number of the device.
Type of the device; for example, MX960 and EX4200.
Model of the device.
Version of the Junos OS that is running on the device.
By default, this field is hidden. This field is displayed only for end-customer devices in a Service Now application operating in the Partner Proxy mode. The values for this field are Added and Removed.
Name and version of the script bundle installed on the device.
Name and version of the event profile installed on the device.
Type of Routing Engine present on the device; the values are:
Event Profile Installation Status
Installation status of an event profile on the device; the values are:
Auto submit policies associated with the device for submitting incidents to a Service Now partner (for Service Now operating in End Customer mode) or Juniper Support Systems (JSS); when a device is associated with more than one auto submit policy, each policy is separated by a comma.
RSI File Collection
Configuration for collecting RSI from the device.
BIOS File Collection
Configuration for collecting BIOS files from the device.
Log File Collection
Configuration for collecting system log files from the device.
Status of connection between the device and Service Now.
Specifies whether the device is currently in maintenance mode or not.
Possible values are:
Status of iJMB received from the device.
Support Contract Information
Table to display information about the support contract for the device. The following fields are included in the table: contract number, status, SKU, SKU type, as well as start and end dates of the contract.
To receive on-demand updates about your Service Now contract, click the Refresh button on the Device Details page.
Address Details tab
Address to which the device or device parts should be shipped.
Location the device is installed.
Contract Details tab
Service contract number of the device.
Status of the device service contract.
Stock-keeping unit of the device.
Type of SKU of the device.
Start date of the device service contract.
End date of the device service contract.
Serial number of the device.
Device Analysis tab
Routing Engine from which data was collected for BIOS validation.
Type of device analysis.
Date and time when the data was last collected for BIOS validation.
Status of BIOS validation:
Advanced Params Settings
JMB cleanup age
Number of days after which JMBs are deleted from the device.
Device snapshot collection day of the week
Day of the week when device snapshot should be collected from the device.
Device snapshot collection time of the day
Time of the day when device snapshots should be collected from the device.
Collect logs from all nodes
Indicates if system log files can be collected from all the Service Now devices.
Maximum events to be simultaneously processed on-box
Number of events that AI-Scripts can process when multiple events occur on the device at the same time.
Threshold % of disk usage for warning messages
Percentage of disk used beyond which AI-Scripts should log a warning message indicating that the disk usage has reached the specified threshold.
Threshold % of disk usage for data dampening
Percentage of disk used after which AI-Scripts should not generate JMBs when one or more events occur on the device.
The icon, when displayed on the left-side of a row on the Service Now Devices page, indicates one of the following scenarios:
There is a mismatch between the versions of AI-Scripts installed on the device and AI-Scripts bundle present on Service Now.
This icon is also displayed when Service Now does not have an AI-Scripts bundle uploaded, but the device has AI-Scripts installed on it.
If you place the cursor on the icon, the tool tip displays the following message:
There is a mismatch of the AI-Scripts installed on routing engine, on device.
There is a mismatch of AI-Scripts installed on 'fpc0' of device ex-4200-sn1.
For a device with dual Routing Engines, routing engine indicates the Routing Engine on which the version of AI-Scripts installed is different from the AI-Scripts bundle present on Service Now. If the version of AI-Scripts installed on both the Routing Engines is different from the AI-Scripts bundle present on Service Now, the following message is displayed:
There is a mismatch of the AI-Scripts installed on routing engine 1, routing engine 2, on device.
There is a mismatch of AI-Scripts installed on ’re0’, ’re1’ of device mx-104-sn.
There can be a mismatch between the versions of AI-Scripts installed on a device and Service Now for the following reasons:
Service Now is unaware of the AI-Scripts version installed on a device—for example, when you add a device to Service Now that already has AI-Scripts installed on it.
After installing AI-Scripts on a device by using Service Now, you have manually deleted AI-Scripts from the device.
One or more JMB files, attachments, and log files are not deleted from a device after these files are copied from the device to Service Now.
If you place the cursor on the icon, a tool tip displays the following message:
one or more files (JMB/Attachments/Logs) could not be deleted from the device.
These files contain the
_ais_string in their names and must be deleted manually from the
/var/tmpdirectory of the device.
The device does not have a service contract.
Starting in Service Now Release 16.1R1, you see a tool tip on the Service Now Devices page when the device does not have a service contract. In addition to the service contract for the main chassis, Service Now also displays service contracts available for all parts of a device on the Device Details page.
You can perform the following actions related to Service Now devices:
View details of a device.
Add devices from the Junos Space Platform to Service Now; see Adding Devices to Junos Space Service Now for details.
Install event profiles on the devices; see Installing an Event Profile on a Device by Using Service Now for details.
Uninstall event profiles from the devices; see Uninstalling an Event Profile from a Device for details.
Configure BIOS validation; see Configuring BIOS Validation for Verifying BIOS Integrity of a Device for details.
Configure product health data collection (PHDC); see Configuring Product Health Data Collection on a Device for details.
Export device data in CSV and Excel formats; see Exporting Device Data in CSV and Excel Formats for details.
Delete devices from Service Now; see Deleting a Device from Junos Space Service Now for details.
Associate devices with a device group; see Associating Devices with a Device Group for details.
Associate auto submit policies with devices; see Assigning an Auto Submit Policy to a Device for details.
Export inventory information in CSV format; see Exporting Inventory Information in CSV Format for details.
View the devices that are susceptible to known issues; see Viewing Exposure for a Device for details.
Generate on-demand incidents; see Generating an On-Demand Incident for details.
Generate on-demand device snapshot; see Generating an On-Demand Device Snapshot
Request RMA incidents; see Generating an RMA Incident for a Device for details.
Associate devices with an address group; see Associating Devices with an Address Group from the Service Now Devices Page for details.
Verify the connection between the devices and the SFTP server; see Verifying the Connection Between a Device and the SFTP Server for details.
View incidents created for a device; see Viewing Incidents Created for a Device for details.
Configure RSI and log file collections; see Collecting RSI and System Log Files for details.
Assign a device to another domain; see Assigning a Service Now Object to a Domain for details.
Move a device to maintenance mode; see Moving a Device to Maintenance Mode for details.