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Junos Space Service Now Overview

 

Junos Space Service Now is an application that runs on the Junos Space Network Management Platform to automate fault management and accelerate issue resolution. Your contract with Juniper Networks determines whether Service Now operates in direct mode, partner proxy mode, end customer mode, or offline mode. These modes in turn determine which tasks are enabled and disabled in Service Now. For information about Service Now modes, see Junos Space Service Now Modes.

Service Now receives information about events, such as a process crash, an ASIC error, or a fan failure, when they occur on a device from AI-Scripts installed on the device. AI-Scripts detects the event and automatically collects diagnostic data and packages the data in an XML file called Juniper Message Bundle (JMB).

For information about AI-Scripts, see AI-Scripts Overview.

In response to a JMB collected from a device, Service Now creates an incident and notifies users about the incident by sending an e-mail or an SNMP trap. You can submit the incident to Juniper Support Systems (JSS), after reviewing the information provided in the JMB, to create a Juniper Networks Technical Assistance Center (JTAC) case. You can also configure policies (known as auto submit policies) to automatically submit an incident to JSS as soon as the incident is created. Service Now provides options to define the level of information that you share in a JMB with JSS or a Service Now partner (if Service Now is operating in End Customer mode).

JSS sends updates to Service Now for you to track the status of the case.

Apart from submitting JMBs to obtain resolutions, you can use Service Now to perform the following tasks:

  • Assign an owner (user) to a reported incident.

  • Keep users informed about changes made to the incident.

  • Set up notification policies for users who need to be kept informed about changes to incidents that affect them.

  • Update the incident status.

  • Delete JMBs from the Service Now database.

  • Export data in the incident and information messages to HTML or CSV format and store the data on the local file system.

  • View device snapshots, BIOS data, and product health data.

To submit incidents, share JMBs, and open support cases with JSS, you must first configure an organization in Service Now. An organization represents a unique Clarify site ID in JSS that is used to identify customers while providing technical support. To add multiple organizations and devices to Service Now, you need to obtain a technical support contract with the level of service that you require. After you have a valid contract, you can submit incidents and device snapshots to JSS. Without a valid contract, Service Now runs in demo mode and supports one organization and five devices for 60 days. In this mode, you cannot connect with JSS or open technical support cases with JTAC.

If you are a Juniper Networks partner or a direct customer with multiple distinct networks, you can use multiple Service Now organizations to keep customers or networks separate.

For Service Now to monitor and detect events on devices, you must discover the devices by using the Junos Space Network Management Platform, add the devices to Service Now, and then install AI-Scripts on the devices. You can group the devices into device groups and manage the devices as a single entity. For example, you can install or remove AI-Scripts simultaneously on all devices in a device group. By associating an organization with one or more device groups, you can manage groups of devices with similar attributes or uses efficiently.

Service Now also sends SNMP traps if notification policies are configured to send traps when events occur on devices. From Service Now and Service Insight Release 14.1R1, Service Now and Service Insight use proxy server configured on the Junos Space Platform to facilitate all communication over the Internet.

The Service Now dashboard displays the gadgets and workspaces that the user can use to perform various tasks. For more information about the Service Now dashboard, see Service Now Dashboard Overview.

From Release 14.1R1 of Junos Space Platform, Service Now, and Service Insight, Service Now and Service Insight are available as hot-pluggable applications. This makes it possible for you to install, upgrade, and uninstall Service Now and Service Insight applications independently of the Junos Space Platform. See the Installing, Upgrading, and Uninstalling Junos Space Service Now section of the Service Now Getting Started Guide for information about installing, upgrading, and uninstalling Service Now and Service Insight.

To install, upgrade, and uninstall Service Now from a Junos Space server, you need Junos Space administrator privileges. You can install, remove, or upgrade Service Now even while Junos Space Platform and other Junos Space applications are still running. Refer to Junos Space Service Now User Roles for information about tasks that can be performed for a user role.

Benefits of Junos Space Service Now

  • Automatic collection of troubleshooting information—Information, such as system logs, core files, request support information, and so on, required for troubleshooting an event is automatically collected by AI-Scripts and submitted to Service Now.

  • Automatic submission of incidents and troubleshooting information to JSS—Auto submit policies configured on Service Now help you to submit the details of issues that occurred on a device and the associated troubleshooting information to JSS to create a case, significantly reducing time and effort to resolve the issue.

  • Ensure optimal health of managed devices—Device snapshots, BIOS validations, and product health data collection features help you proactively identify potential risks with your devices and mitigate any network downtime due to the risks.