Service Now Incidents Overview

Junos Space Service Now generates an incident and lists it on the Incidents page (at Service Central > Incidents) when a Juniper Message Bundle (JMB) is received. When an event, such as a process crash, an application-specific integrated circuit (ASIC) error, or a fan failure occurs on an AI-Scripts-enabled device, the AI-Scripts builds a JMB file with the event data, which is accessed by Junos Space Service Now.

A JMB file is an XML file that contains diagnostic information about the device and other information specific to the condition that triggered the event. The JMB file contains information such as hostname, time stamp of the event, synopsis, description, chassis serial number of the device, and the severity and priority of the event. After a JMB is generated, it is stored at a defined location in the device from where Service Now collects it. For each JMB collected, Service Now creates an incident. The incidents can be viewed on the incidents page.

Service Now uses Device Management Interface (DMI), which is an extension to the NETCONF network management protocol, to access JMBs from devices. Service Now displays the incidents created on the Incidents page chronologically, by organization name, and by device group. To stay updated of the events that occur in Service Now, you can create notification policies that instantly notify you of an event in the form of e-mails or SNMP traps. For information about notifications, see Service Now Notification Policies Overview.

Table 1 lists the fields on the Incidents page.

Table 1: Fields on the Incidents Page

Fields	Description
Organization	The organization associated with the device for which the incident is created
Device Group	The device group associated with the device for which the incident is created
Connected Member
Priority	The priority of the incident Possible values: 1-Critical 2-High 3-Medium 4-Low
Type	The type of defect
Problem Identifier	The ID of the incident
Remarks	Remarks, If any, about errors while reading the JMB, creating the incident, or uploading the incident to Juniper Support Systems (JSS).
Incident Type	The type of incident. This parameter can have one of the following values: Event—Indicates that an event is detected on the Service Now managed devices On-demand—Indicates that the incident created is an on-demand incident Event-RMA—indicates that an RMA event is detected on the Service Now managed devices Event (low end)—indicates that the JMB generated on a device is a low impact JMB. User can manually collect troubleshooting data and update case through Case Manager or Service Now On-demand RMA—Indicates that the RMA event detected on the device is an on-demand event AIS Health Check—Indicates the incident is created in response to a JMB collected to obtain information about AI-Scripts error
Device	The device on which the incident occurred
Product	The hardware platform to which the device belongs
Occurred	The date and time the incident was created on Service Now
Total Core Files	The number of core files available for the incident
Status	The status of the incident Possible values: Not Submitted—Incident is not submitted to JSS. Submitted—Incident is submitted to JSS. Created—A case is created for the incident and an ID is assigned to the case in JSS. Updated—The case ID of the incident is updated in JSS. Create Failed—A case could not be created in JSS for the incident. Closed—The case is closed in JSS. Submission Failed—The incident could not be submitted to JSS for creating a case. Associated to a Case—The incident is associated with a case.
Flagged	Specifies whether the incident is lagged to you. Possible values: Yes—The incident is flagged to you. No—The incident is not flagged to you..
Entity	The entity of the device for which the incident was created; for example, Routing Engine (re0, re1), power supply, and FPCs

Note

Junos OS devices may not provide specific time zones for incidents, and hence Service Now may display an incorrect time of occurrence for incidents. For example, when the time zone is EST, Service Now uses US EST by default, while the time zone can also be AEST (Australian EST).

Associated Actions

You can perform the following actions related to incidents:

Export JMB to HTML; see Exporting a Juniper Message Bundle (JMB) to an HTML file for details.
Delete an incident; see Deleting an Incident for details.
View JMBs.
View a Knowledge Base (KB) article pertaining to the incident; see Viewing Knowledge Base Articles Associated with an Incident for details.
View a case in the Juniper Networks Case Manager; see Viewing a Case in Case Manager for details.
Assign an incident to a user; see Assigning an Owner to an Incident for details.
Flag an incident to a user; see Flagging an Incident to a User for details.
Submit an incident to create a JTAC case; see Submitting an Incident to Juniper Support Systems or Service Now Partner for details.
Export the summary of an incident to Excel; see for details.
Update an end customer case; see Updating an End-Customer Case for details.
Create auto submit policy for an incident; see Creating an Auto Submit Policyfor details.
Upload core files to JSS for incidents; see Uploading Core Files to JSS for an Incident for details.
Upload attachments; see Uploading an Attachment to an Incident for details.
Associate an incident with a case; see Associating an Incident with an Existing Case for details.
Note
From Service Now Release 17.1R1, you can associate an incident with a case which is in the open state.
Configure Junos OS commands for collecting additional information for an incident; see Collecting Additional Information for Service Now Incidents and Cases Overview for details.
Note
From Service Now Release 17.1R1, you can configure Junos OS commands for collecting information, in addition to the information provided by a JMB, for an incident.

Service Now Incidents Overview

Associated Actions

Related Documentation