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Adding an Organization to Service Now


An organization in Service Now represents a unique site ID in the Customer Relationship Manager (CRM) of Juniper Support Systems (JSS).

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 for operating Service Now in Direct and Partner Proxy modes. For operating Service Now in End Customer mode, the Service Now partner provides the username and password to configure an organization.

A user should have Service Now administrator privileges to add an organization to Service Now.


In End Customer mode, you can add only one organization.

To add a Service Now organization:

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

    The Add Organization dialog box appears.

    Figure 1: Add Organization Dialog Box
    Add Organization Dialog Box
  2. Enter the organization parameters in the provided fields. For a detailed description of these fields, see Table 1.

    Table 1: Description of Fields on the Add Organization Page






    Name of the organization

    maximum 64 characters are allowed.

    Submit cases as

    Specifies whether cases from this organization should be submitted as real cases or test cases.

    The synopsis of a test case submitted to JSS or Service Now partner is appended with [Test Mode].

    The values are:

    • Real cases

    • Test cases

    Real Cases

    User Name

    Name used to identify the user in JSS while creating cases, and checking for updates to existing cases.

    You do not need to enter a username or password if Service Now is in the Offline mode.

    128 characters; should be in the e-mail address format.

    Characters can include alphabets, numbers, and the following special characters: ., -, _, and +.

    User Password

    Password for the username required for communicating with JSS or Service Now partner.

    You do not need to enter a username or password if Service Now is in the Offline mode.

    32 characters

    Get Sites (button)

    Identifier of a site in the Customer Relationship Manager(CRM) of JSS.

    Click Get Sites and select a Site ID from the Site ID list that is generated when you enter the username and password.

    Note: This option is not available when you add an organization in Service Now operating in the End Customer mode.

    80 characters

    JMB Filter Level

    The device configuration information in JMBs to be shared with JSS:

    • 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.

    Send all information with IP addresses overwritten


    In the Offline mode, the Add Organization page displays only the Name and the JMB Filter Level fields.

  3. Click Submit.

    Service Now saves the organization and returns to the Organization page.