Service Now E-Mail Templates Overview
You can use Junos Space Service Now to send notifications to users about an event, when it occurs on a device, by e-mails. Service Now provides templates for these e-mails to be sent under various situations such as whan an incident is created, case is created, case and incident are assigned to a user for resolution, or when the incident or case is closed. With administrator privileges, you can modify the content of an e-mail template. However, you cannot delete the default templates.
Service Now displays two types of templates: license-specific and generic e-mail templates based on the mode in which Service Now is operating. For example, if Service Now is operating in Direct mode, the Email Templates page lists templates relevant to Direct mode; If Service Now is working in Partner Proxy mode, the Email templates relevant to Partner Proxy mode are displayed, and so on.
Table 1 lists the e-mail templates provided by Service Now and the modes in which the templates can be used.
Starting in Service Now Release 16. 1R1, the following e-mail notifications include a five-digit ID of the incident and status of the case created for the incident:
Incidents flagged to users
Incidents submitted to JSS
New incidents detected
New iJMBs collected from devices
Starting with Service Now Release 17.2R1, the URL in the notification sent out by Service Now includes a fully qualified domain name (FQDN) of the Junos Space server where Service Now is installed instead of the IP address.
The following notifications have FQDN in the URLs:
Incident Detected
Incident Submitted
Case ID Assigned
Case Status Updated
End Customer Incident Submitted in Partner Proxy
End Customer Case Created in Partner Proxy
End Customer Case Updated in Partner Proxy
End Customer Case Closed in Partner Proxy
Table 1: List of E-Mail Templates Provided by Service Now and the Modes in which the Templates can be Used
Template Name | Partner Proxy Mode | End Customer Mode | Direct Mode | Offline Mode | Demo Mode |
Connected member device added/removed | Yes | ||||
Contract expiry info received | Yes | Yes | Yes | Yes | |
Devices not Sending Device Snapshot | Yes | Yes | Yes | Yes | Yes |
End Customer Case Closed in Partner Proxy | Yes | ||||
End Customer Case Created in Partner Proxy | Yes | ||||
End Customer Case Updated in Partner Proxy | Yes | ||||
End Customer Incident Submitted to Partner Proxy | Yes | ||||
Incident Flagged to Users | Yes | ||||
Incident Submitted to Juniper by Partner Proxy | Yes | ||||
Incident Submitted to Juniper Support Systems | Yes | Yes | |||
Incident Submitted to Connected Junos Space Appliance | Yes | ||||
Incomplete RAM Incident Submitted to Juniper | Yes | Yes | |||
Incomplete RAM Incident Submitted to Partner Proxy | Yes | ||||
Juniper Technical Support Case Created for Incident from Partner Proxy | Yes | ||||
Juniper Technical Support Case Created for Incident | Yes | Yes | |||
Juniper Technical Support Case Updated | Yes | Yes | Yes | ||
Case Created for Incident | Yes | ||||
Case Updated | Yes | ||||
Message Flagged to Users | Yes | Yes | Yes | Yes | Yes |
New Exposure Info Received | Yes | Yes | Yes | Yes | |
New Incident Detected | Yes | Yes | Yes | Yes | Yes |
New Intelligence Info Received | Yes | Yes | Yes | Yes | |
Ownership of Message Assigned to Users | Yes | Yes | Yes | Yes | |
Ownership of Service Now Incident has been Assigned to User | Yes | Yes | Yes | ||
Partner Certificate Expired | Yes | Yes | Yes | Yes | |
Partner Certificate Expiry | Yes | Yes | Yes | Yes | |
Product Health Data Collection Failure | Yes | Yes | Yes | Yes | Yes |
Switch Over enabled for iJMB | Yes | Yes | Yes | Yes | Yes |
Associated Actions
You can perform the following actions related to e-mail templates:
View e-mail templates; see Viewing E-Mail Templates for details.
Modify e-mail templates; see Modifying an E-Mail Template for details.