Help us improve your experience.

Let us know what you think.

Do you have time for a two-minute survey?

 

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.

Figure 1: Organizations Page
Organizations Page

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

Column Name

Description

Name

Name of the organization.

Site ID

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.

Platform Version

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.

User Name

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.

Connection Status

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.

Possible values:

  • Do not send Device Snapshots—Does not send device snapshots to JSS

  • Send all information except configuration—Sends all device information except the configuration information

  • Send all information with IP Addresses overwritten—Sends all device information with IP addresses overwritten by asterisks

  • Send all information—Sends all device information.

  • Only send list of features used—Sends only the device configuration information

    Note: The Only send list of features used option is applicable for device snapshots or information JMBs (iJMBs) only.

Note

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.

Associated Actions

You can perform the following actions related to organizations:

Release History Table
Release
Description
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.