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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

    Note

    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

Field Name

Description

Details tab

Organization

Name of the organization to which the device is assigned.

Connected Member

Name of the connected member.

Device Group

Name of the device group to which the device belongs.

HostName

Unique name by which the device is known on a network.

IP Address

IP address of the device.

Serial Number

Serial number of the device.

Product

Type of the device; for example, MX960 and EX4200.

Platform

Model of the device.

OS Version

Version of the Junos OS that is running on the device.

State

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.

Script Bundle

Name and version of the script bundle installed on the device.

Event Profile

Name and version of the event profile installed on the device.

Routing Engine

Type of Routing Engine present on the device; the values are:

  • Single Routing Engine

  • Dual Routing Engines

Event Profile Installation Status

Installation status of an event profile on the device; the values are:

  • Success

  • Failed

  • Master RE Failed

  • Backup RE Failed

  • Successfully installed in Master RE; Backup RE is inactive

Policy

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.

Connection Status

Status of connection between the device and Service Now.

Maintenance Mode

Specifies whether the device is currently in maintenance mode or not.

Possible values are:

  • ON: The device is in maintenance mode.

  • OFF: The device is not in maintenance mode.

Alerts

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

Ship-to Address

Address to which the device or device parts should be shipped.

Location

Location the device is installed.

Contract Details tab

Contract #

Service contract number of the device.

Status

Status of the device service contract.

SKU

Stock-keeping unit of the device.

SKU Type

Type of SKU of the device.

Start Date

Start date of the device service contract.

End Date

End date of the device service contract.

Serial Number

Serial number of the device.

Device Analysis tab

Entity

Routing Engine from which data was collected for BIOS validation.

Type

Type of device analysis.

Last Collected

Date and time when the data was last collected for BIOS validation.

Status

Status of BIOS validation:

  • Pending Submission—Service Now has received data for BIOS validation from the device; the data is yet to be submitted to Juniper Support Systems (JSS) or Service Now partner (in case of end customer mode).

  • Pending Case Creation—BIOS validation data of the device is received by JSS; JSS is yet to create a case for the received data.

  • Case Created—JSS has created a case for the BIOS validation data received for the device.

    Note: This status is not applicable if Service Now is operating in the End Customer mode.

  • Case Creation Failed—JSS failed to create a case for the BIOS validation data received for the device.

    Note: This status is not applicable if Service Now is operating in the End Customer mode.

  • Submission Failed—Service Now is unable to submit the BIOS validation data of the device to JSS or Service Now partner

  • Validation Success—The validation of BIOS data of the device by JSS or Service Now partner was successful.

  • Out for Extended Review—The BIOS validation encountered issues and the BIOS data is sent to the device team for further review.

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:

    For example:

    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:

    For example:

    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:

    These files contain the _ais_ string in their names and must be deleted manually from the /var/tmp directory of the device.

  • The device does not have a service contract.

    Note

    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.

Associated Actions

You can perform the following actions related to Service Now devices:

Release History Table
Release
Description
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.
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.