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Creating an Auto Submit Policy

 

An auto submit policy enables Service Now to automatically submit incidents to JSS for creating a Tech Support Case. Although events with priority P1 can be included in an auto submit policy, Service Now does not submit incidents created for P1 events to JSS automatically.y Therefore, incidents created for P1 events must be submitted manually and JTAC should be called immediately.

To create an auto submit policy:

  1. From the Service Now navigation tree, select Administration > Auto Submit Policy > Create Auto Submit Policy.

    The Choose devices to include in Auto Submit Policy page appears as shown in Figure 1.
    Figure 1: Auto Submit Policy Creation Page
    Auto Submit Policy
Creation Page
  2. In the Policy Name field, enter a name for the policy.

    The name can contain only alphanumeric (a-z, A-Z, 0-9), underscores (_), and hyphens (-). The maximum number of characters allowed is 255.

  3. Select an option in the Show list as follows for assigning the auto submit policy to devices::
    • To filter devices by their organization, in the Show list, select By Organization and select an Organization in the Organization list.

      Service Now displays a list of devices belonging to the selected organization.

    • To filter devices by device group, in the Show list, select By Device Group and select a Device Group from the Device Group list.

      Service Now displays a list of devices belonging to the selected device group.

  4. Select the devices for which you want to assign the auto submit policy.
  5. (Optional) Click the Show Selected Devices link to view the list of devices selected for assigning the auto submit policy that you are creating.

    The Selected Devices dialog box displays the list of devices that you selected. Verify the list and click Close to return to the previous page.

  6. Click Next.

    The Choose events to include in Auto Submit Policy page appears.
    Figure 2: Choose events to include in Auto Submit Policy Page
    Choose events
to include in Auto Submit Policy Page
  7. Select the events to be included in the auto submit policy by using one of the following options:
    • Select the Select All Events Across Pages check box to include all the listed events to the auto submit policy.

    • Manually select the events.

    Events with priority P1 are not available for selection. Do not include events that are inactive for the selected devices.. You can easily identify these events by looking at the icons that are used to represent them (see Table 1).

    Tip

    To find events, type the event name in the Find event search field and then select the event. As you type an event name, all the events with names beginning with the text that you entered are displayed in the list. For example, when you type audi in the Find event search field, all events with names beginning with audi are listed.

    Table 1: Icons That Represent the Event Types and Their Descriptions

    Event Icons

    Descriptions

    Event is inactive for all the selected devices. Do not include this event in the auto submit policy.

    Event is inactive for some of the selected devices.

    Event is active for all the selected devices.

    Event is, by default, priority P1 for one or more selected devices. Although you can include these events in the auto submit policy, Service Now does not automatically submit these incidents for creating cases to JSS or Service Now partner. You can open a case for these events only by contacting JSS directly over phone.

  8. (Optional) To display the list of selected events that you want to include in the auto submit policy:

    1. Click the Show Selected Events link.

      The Selected Events dialog box displays the events that you selected.
    2. Verify the list and click Close to return to the Choose events to include in Auto Submit Policy page.
  9. Click the Duplicate Incident Dampening link to set the dampening interval for the selected events. The Duplicate Incident Dampening dialog box appears.
  10. Select a dampening interval from the Dampen Incidents for drop-down list for each event as follows:
    • None: Select None to create an incident for each occurrence of the events on the selected devices.

    • Always: Select Always if you do not want an incident to be created after the first occurrence of the event on the selected devices. Service Now does not create another incident for the event until the first incident is closed or deleted.

    • Dampening intervals of 1hr, 2hr, 3hr, ...: Service Now does not create incidents for the specified time duration after the first occurrence of the event. However, if the first incident is closed or deleted within in the specified time duration, Service Now creates another incident for the same event.

  11. Click Next.

    The Choose filters to include in Auto Submit Policy page appears. This page lists the auto submit filters configured in Service Now and also provides the options to create basic and advanced auto submit filters, and reorder auto submit filters to change the order in which the filters are applied to incidents.

  12. (Optional) Do one of the following tasks to assign auto submit filters to the auto submit policy:
    • Select one or more auto submit filters to be associated with the auto submit policy.

    • Click Create Basic Filter to create a basic auto submit filter and assign it to the auto submit policy.

      For information about creating basic auto submit filters, see Creating a Basic Auto Submit Filter.

    • Click Create Advanced Filter to create an advanced auto submit filter and assign it to the auto submit policy.

      For information about creating advanced auto submit filters, see Creating an Advanced Auto Submit Filter.

    • Click Reorder Filters to reorder the filters.

      The Reorder Filters page appears. Change the order of the filter by selecting the filter and clicking the up or down arrow to change the order.

      Note

      The order of filters in an auto submit policy is relevant to only that policy. The same filters can be associated with another policy and have a completely different order.

  13. Click the Next button to proceed with creating the auto submit policy.

    The Submit Case Options page appears.

  14. Click the Enter Email Id field to enter one or more e-mail IDs in the format user@example.com.

    Service Now sends notifications to the configured e-mail IDs when the incident is created and when the status of the incident changes.

    To add, or delete multiple e-mail IDs, use the Add Email and Delete buttons.

  15. (Optional) Click Modify to modify the site ID or username of the organization.

    The Make Selection to Change Site ID or Use dialog box appears.

    • To modify the site ID, click Default Org, and select the site ID from the Site ID list.

    • To modify the user name, click User Name, and enter the username and password of your organization in their respective fields. After your user credentials are validated, click Get Sites to select a site ID specific to the new user.

  16. Click OK.

    The Summary of Auto Case Policy to be created page lists the details such as the selected events, the devices on which they occurred, the event synopsis, and the dampening status.

    The Submit Case Options page appears again.

  17. (Optional) Select the Upload Associated Core Files for Incident check box to upload core files generated for the incident.
  18. (Optional) Select the Upload All Core Files check box if you want the auto submit policy to upload all core files available on the device to the configured SFTP server for selected events.
  19. (Optional) Select the Delete Core Files from devices after uploading check box If you want to delete core files from the device after uploading it to the SFTP server.

    You must select the Delete Core Files from devices after uploading in combination with the Upload Associated Core Files for Incident or Upload All Core Files check box.

    When you select the Delete Core Files from devices after uploading check box in combination with the Upload Associated Core Files for Incident check box, the core files associated with the event are deleted from the device after the core file is uploaded to Service Now.

    When you select the Delete Core Files from devices after uploading check box in combination with the Upload All Core Files for Incident check box, all core files present on the device are uploaded to Service Now and deleted from the device.

  20. In the Follow Up Method list, select the method that you would like to use to follow up on the case associated with the incident—Email Full Text Update, Email Secure Web Link, or Phone Call.
  21. In the Priority field, select the priority of the case.

    The available options are Critical, High, Medium, and Low. The default priority is Low.

  22. (Optional)In the Minimum Incident Submission Delay Time (In Mins) field, enter the number of minutes by which you want Service Now to delay submitting the incident for creating a case.

    You can delay submitting an incident by 1 – 21600 minutes.

  23. In the Add Comments to Synopsis and Add Comments to Description fields, enter a synopsis and description for the incident.

    When submitting on-demand or off-box incidents, you can edit the auto-generated synopsis and description. The maximum number of characters allowed for the synopsis and description is 255 and 1,028 respectively.

  24. Click OK.

    The auto submit policy is created and listed in the View Auto Submit Policy page. When the events selected in the auto submit policy occur on the devices associated with the auto submit policy, incidents are automatically submitted to Juniper Support Systems (JSS) and a Technical support case is created. For Service Now operating in End Customer mode, the incidents are submitted to Service Now partner.

    Service Now submit incidents for creating a case by using an auto submit policy only when the policy is enabled. By default, auto submit policies are enabled. To disable auto submit policies, see Changing the Status of Auto Submit Policies.