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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.

Figure 1: E-Mail Templates Page
E-Mail Templates Page

Table 1 lists the e-mail templates provided by Service Now and the modes in which the templates can be used.

Note

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:

Release History Table
Release
Description
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: