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Adding an End Customer to Service Now Configured in Partner Proxy Mode

 

Junos Space Service Now that is operating in the Partner Proxy mode (referred to as Service Now partner) can manage multiple end customers over a secure HTTPS connection. In a Service Now partner, end customers are referred to as connected members. For a Service Now partner to communicate with an end customer, the Service Now application at the end-customer location (referred to as Service Now end customer) should have an organization configured on it. . The Service Now partner provides the username and password for configuring the organization in the Service Now end customer. For information about End Customer mode, see Service Now Modes.

Note

An end customer can be added to a Service Now partner only after a valid organization is created in the Service Now end customer.

To add an end customer to Service Now configured in Partner Proxy mode:

  1. From the Service Now navigation tree, select Administration > Organization > Add Member.

    The Add Member dialog box appears as shown in Figure 1.

    Figure 1: Add Member Dialog Box
    Add Member Dialog Box
  2. In the Name filed, enter a name for the Service now end customer.

    The name must contain only alphanumeric characters (a-z, A-Z, 0-9). It cannot contain special characters such as underscores (_), spaces, or hyphens (-). The maximum number of characters allowed is 64.

  3. In the User Name field, enter a username for the Service Now end customer.

    The end customer should use this username when submitting cases to the Service Now partner. The username must be in the user@example.com format.

  4. In the User Password field, enter a password for the username.

  5. In the Confirm User Password field, enter the same password for confirmation.

  6. On the JMB Filter Level drop-down menu, select one of the following values to specify the information in a Juniper Message Bundle (JMB) that can be shared with the Service Now partner and Juniper Support Systems (JSS):

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

    • Send all information except configuration—Sends all device information in a JMB except the device configuration information

    • Send all information with IP Addresses overwritten—Sends all the device information; however, the IP addresses associated with the device are overwritten with asterisks (*)

    • Send all information—Sends all the device information

    • Only send list of features used—Sends parameters configured without values assigned to the parameters

      Note

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

  7. (Optional) Under Select Configuration, configure options as follows:

    • Select Override Address to override address group associated with end-customer devices. Overriding address groups of end customers allows a Service Now partner to send Return Materials Authorization (RMA) incidents of an end customer to JSS using the ship-to address associated with the device by the Service Now partner.

    • Select Accept BIOS Validations to accept BIOS data from a Service Now end customer for validation.

      If a Service Now partner does not select this check box, the Configure BIOS Validation option on the Actions list of Service Now devices is disabled on the Service Now end customer.

      Note

      Starting Service Now Release 15.1R1, the Accept BIOS Validations check box is provided on the Add Member Dialog Box of a Service Now partner to accept or reject BIOS data from Service Now end customers for validation.

    • Select Accept AIS Health Check Incidents to accept AI-Scripts health check incidents from the Service Now end customer.

  8. Click Submit.

    The end customer is created and displayed on the Organizations page.

Release History Table
Release
Description
Starting Service Now Release 15.1R1, the Accept BIOS Validations check box is provided on the Add Member Dialog Box of a Service Now partner to accept or reject BIOS data from Service Now end customers for validation.