Service Now Organizations Overview
An organization in Junos Space Service Now represents a unique site ID in the Customer Relationship Manager (CRM) of the Juniper Support Systems (JSS). JSS identifies a Service Now application by using the site ID of the organization configured on the Service Now application. An organization is configured on Service Now by providing a site ID and credentials (username and password) for the site ID. The site ID, username, and password are provided by Juniper Networks when Service Now is operating in Direct or Partner Proxy mode or by Service Now partner when Service Now is operating in the End Customer mode. When Service Now submits incidents for creating cases, the cases are created and associated with the site ID of the organization configured on Service Now.
You can view organizations configured in Service Now on the Organizations page (Administration > Organizations ) as shown in Figure 1.
A Service Now partner can manage multiple organizations using a single Service Now installation. This is done by dividing the network into multiple logical customer sites and assigning each customer site to an organization. To communicate with JSS, a Service Now organization requires a site ID, login name, and password. The login name must be a contact associated with the site ID.
Device groups are used to group devices within an organization. By associating an organization with one or more device groups, you can maintain groups of devices with similar attributes or uses. Using device groups, you can control the access that users have over devices. See Service Now Device Groups Overview .
For more information about creating device groups, see Creating a Device Group .
While you configure organizations to run Service Now in a preproduction environment, you can avoid the processing of production incident cases by operating an organization in test mode. In this mode, the synopsis of the incident is appended with [Test ] so that JSS recognizes it as a test case and does not process it.
Table 1 describes the fields displayed in the tabular view of the Organizations page and in the Organizations Details dialog box.
Table 1: Organization Column Descriptions
Name of the organization.
ID of the Customer Site in the Customer Relationship Manager (CRM) of JSS.
Submit Cases As
Specifies whether the cases from a production environment should be submitted to JSS as a real case or a test case.
The synopsis of a test case sent to JSS is appended with [Test Mode]. When Service Now is in Offline mode, this column is empty.
Version of Junos Space Network Management Platform used.
In a Service Now partner, for an end-customer organization, this field displays the version of Junos Space platform used by the end customer.
Service Now Version
Version of Service Now used.
In a Service Now partner, for an end-customer organization, this field displays the version of Service Now used by the end customer.
Username to identify the user for communication with the JSS while creating cases or checking updates.
You do not need to enter a username or password if Service Now is operating in the offline mode.
Status of the connection between Service Now and JSS or Service Now partner.
Possible values: Successful or Failed
JMB Filter Level
(Only visible in the Detail Summary dialog box, which opens when you double-click the organization)
Filter defining the extent of device information in a JMB to be shared with JSS.
Starting in Service Now Release 16.1R1, you can use the Platform Version and Service Now Version fields on the Organizations page to view versions of Network Management Platform and Service Now being used.
You can perform the following actions related to organizations:
Add an organization to Service Now; see Adding an Organization to Service Now for details.
Add an end customer to a Service Now partner; see Adding an End Customer to Service Now Configured in Partner Proxy Mode for details.
View organizations (including end-customer organizations in Partner Proxy mode) configured in Service Now.
Modify the parameters of an organization; see Modifying Organization Parameters for details.
Configure an organization to submit cases as test case; see Running an Organization in Test Mode for details.
Test connectivity to JSS or Service Now partner; see Testing the Connection to JSS for details.
Delete an organization from Service Now; see Deleting an Organization for details.
Associate an organization with an address group; see Associating Devices with an Address Group From the Organizations Page for details.
Update core file upload configuration for a Service Now end customer; see Updating Core File Upload Configuration for an End Customer for details.
This action is available only for an end customer on a Service Now partner setup.
View messages assigned to end customers; see Viewing Messages Assigned to an End Customer for details.
This action is available only for an end customer organization on a Service Now partner setup.