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Generating an On-Demand Incident

 

By using Junos Space Service Now, you can create Juniper Message Bundles (JMBs) for devices without having to wait for an event to occur on the device. These JMBs are called on-demand incident JMBs. On-demand JMBs can be generated by AI-scripts installed on devices or by Service Now. The on-demand JMBs generated by Service Now are referred to as off-box on-demand JMBs.

When you submit an on-demand incident to the device, Service Now calls an on-demand incident profile, which triggers an event and generates the incident. These profiles are predefined by Juniper Networks and contain information such as the type of incident and the remote procedure calls (RPCs) used to trigger the incident.

Service Now automatically submits these JMBs to the Juniper Support Systems (JSS) for creating a case. To avoid submitting incidents automatically, clear the Automatically Submit Cases check box present on the On-demand Incident dialog box displayed while creating the on-demand JMB.

Note
  • To create an on-demand incident, AI-Scripts Release 3.2 R1 or later must be installed on the device.

  • You cannot create on-demand incidents for Juniper Networks QFX3000 Series and EX-XRE200 devices.

  • You cannot create an on-demand incident for a device if the device is not associated with a device group.

Starting Junos Space Service Now 17.1R1 release, you can associate a new on-demand incident with technical support cases that are not closed. When an incident is associated with a case, the ID of the case is displayed in the Case Details tab of the Incident Details page and the Incidents page displays the Status of the incident as Case Associated along with the case ID with which the incident is associated. The attachments and log files of the incident are uploaded to Juniper Support Systems (JSS) or Service Now partner (in case of End Customer mode) and associated with the related case.

Note
  • To associate an incident to a case, the case should not be in the Closed state.

  • Once an incident is associated with a case, the association cannot be undone.

  • An incident in one domain can be associated with a case assigned to another domain. A case can be associated with multiple domains.

To generate an on-demand incident:

  1. From the Service Now navigation tree, select Administration > Service Now Devices.

    The Service Now Devices page appears.

  2. On the Service Now Devices page, select the device for which you want to generate an on-demand incident.
  3. From the Actions list or the right-click menu, select Device Operations > Create On-Demand Incident..

    You can create on-demand incidents for up to five devices simultaneously.

    The On-demand Incident dialog box appears as shown in Figure 1.

    Figure 1: On-demand Incident Dialog Box
    On-demand Incident
Dialog Box
  4. (Optional) At the top of the On-demand Incident dialog box, clear the Automatically Submit Incident check box to avoid submitting incidents to JSS or Service Now partner automatically, or to associate the incident with a technical support case.Note

    The Automatically Submit Incident check box is selected by default.

  5. (Optional) Select Use Service Now to Generate Incident to generate on-demand JMBs by using the off-box feature.

    If you select this option, the Incidents page within Service Central displays the incident type as off-box for on-demand incidents.

    Selecting the Use Service Now to Generate Incident check box displays the following options:

    1. Collect Log Files: Specifies if log files should be collected for the JMB.

      By default, the check box is selected and log files are collected for an off-box on-demand JMB. Clear the check box to avoid collecting log files for off-box on-demand JMBs.

    2. Verify CPU Usage: Specifies if load average values and ideal time of the CPU should be checked before generating the off-box on-demand JMB.

      By default, this check box is selected. If the average load and ideal time of the CPU are not within the limits defined in Table 1, the off-box on-demand JMB is not generated and an error message is displayed. Service Now determines the CPU load average from the output of the get-system-uptime-information command and the CPU idle time from the output of the get-route-engine-information command.

      Table 1: Values for CPU Load Average and CPU Ideal Time for generating Off-box On-demand JMBs

      Device

      CPU Load Average

      CPU Ideal Time

      MX240, MX480, MX960, MX120, MX320

      < 2

      > 15

      Other Supported Devices

      < 1

      > 15

    Note

    The Collect Log Files and Verify CPU Usage fields are not visible on the On-demand Incidents page if Service Now is operating in the End Customer mode.

  6. Under Email List, click the Enter Email Id check box to enter an e-mail ID in the user@example.com format.

    Service Now sends a copy of the on-demand incident to the configured e-mail IDs.

  7. (Optional) To add or delete multiple e-mail IDs, use the Add Email or Delete buttons respectively.
  8. Select how updates about the case should be received from the Follow Up Method list. The available options are—Email Full Text Update, Email Secure Web Link, and Phone Call.
  9. Enter the customer tracking number in the Customer Tracking Number field.

    Customer tracking number is a user-defined number assigned for tracking incidents and cases.

  10. (Optional) To associate the on-demand incident with an existing technical support case, enter the Case ID of the technical support case in the Associate Case Id field.Note
    • You can associate an on-demand incident with a technical support case only if the case is in the open state.

    • This field is visible only when the Automatically Submit Incident check box is not selected.

  11. (Optional) Enter a comment when you associate the selected incidents with the case in the Customer Comment text field.

    The customer comment along with incident information appears as case notes (incident information listed first followed by the customer comment) in Case Manager. Service Now auto-generates the incident information and sends the incident information and customer comment to Case Manager.

    Total number of characters allowed in a customer comment is 38000.

    Note

    This field is visible only when the Automatically Submit Incident check box is not selected.

  12. Select the priority of the case from the Priority list.

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

  13. In the Synopsis field, enter a synopsis of the on-demand incident.

    The maximum number of characters allowed in the Synopsis field is 1028.

    Note

    The values for the fields listed in step 6 through step 12 are already defined on the basis of the incident that is generated by the selected profile. You can modify these values if needed.

  14. In the Problem Description field, enter a description of the on-demand incident.

    The maximum number of characters allowed in the Problem Description field is 1028.

  15. (Optional) If you want to schedule generating the on-demand incident at a later time, select the Schedule at a later time check box and enter the date and time for the schedule.

    If you do not schedule a time, the on-demand incident is created immediately after you complete configuring the on-demand incident.

  16. Click Submit.

    A Job Information dialog box that appears displays the job ID as a link.

    You can click the job ID link to go to the create on-demand incident job on the Jobs page. Double-click the job to open the Create On-demand Incident Status dialog box (shown in Figure 2), which displays information about the job such as the profile used in the incident, hostname of the device running Junos OS, job status, and reason for the incident.

    Figure 2: Create On-demand Incident Status Dialog Box
    Create On-demand Incident Status
Dialog Box

Related Documentation

Release History Table
Release
Description
Starting Junos Space Service Now 17.1R1 release, you can associate a new on-demand incident with technical support cases that are not closed. When an incident is associated with a case, the ID of the case is displayed in the Case Details tab of the Incident Details page and the Incidents page displays the Status of the incident as Case Associated along with the case ID with which the incident is associated.