Service Now
New Features
The Junos Space Service Now application streamlines fault management for JUNOS devices by automating the detection, isolation and resolution of network faults and incidents. The Junos Space Service Now 1.2 application presents the following new features:
- Viewing JMBs with errors—Service Now identifies Juniper Message Bundles with errors and displays them on the Service Now user interface. JMBs with errors can be downloaded as a zip file and can be identified using timestamps. Service Now users can also delete JMBs with errors from the Service Now database.
- Adding incident comments—Service Now allows you to add your comments to the problem description of an incident before you submit the incident to JSS. You can use a maximum of 1028 characters. To use this feature go to Service Central > Incidents and use the Modify Submit Case Options action.
- Viewing devices not sending JMBs—Service Now graphically represents the devices that have stopped sending JMBs and also the devices that have never sent JMBs to Service Now, on the Service Now user interface. When devices stop sending JMBs for over two weeks, an email notification will also be sent to the admin user.
- Shortcut to common tasks—Service Now provides shortcuts to the User, Devices, and Jobs tasks from the Service Now task ribbon.
- Automated device detection—Service Now enables automatic detection of devices that are part of the Junos Space platform but have not been added to the Service Now application. When operating in the demo mode, a maximum of five devices will be automatically added to Service Now.
- Upgrade and contract notifications—Service Now notifies you about the tasks that you need to execute after a Junos Space upgrade. This notification is displayed on the Service Now Notices gadget on the Service Now home page. The Service Now Notices gadget also keeps you informed about the status of your contract with Juniper Networks.
- Differentiating unlicensed devices and organizations—Service Now differentiates devices and organizations that do not have a valid contract with Juniper Networks, by representing them with different icons. These devices and organizations icons are displayed in the thumbnail view of the Service Now Devices page and Manage Organizations page, respectively.
- Service SKU information—Service Now displays the Service SKU information for every device that has a valid contract, in the device summary and device details views. The Service SKU provided by JSS, identifies the Service Now license that you purchased from Juniper Networks.
Changes to Default Behavior
The Junos Space 1.2 release eliminates the need for archive locations.
Resolved Issues
- Service Now does not support highly available clusters with Space 1.1 applications in a Fabric setup. [PR/490639]
Known Issues
- Service Now users who submit cases may see the message Success - LIC-4004-WARN - Device doesn't have appropriate Service Contract level, but request to open case is accepted. Contact Juniper or Juniper Partner to add device to the appropriate Service Contract. even though the device is already included in an appropriate service contract. In addition, JSS will reject iJMBs sent from this device. [PR/494769]
- Junos Space 1.2 introduces a firewall that blocks Service Now e-mail or SNMP notifications and communication through a proxy server. The firewall is enabled on Junos Space appliances by default. As a workaround, please make sure the firewall is disabled on all the nodes of the Space Fabric when using Service Now e-mail or SNMP notifications, or when using Service Now through a proxy. For the procedure to disable the firewall, please refer the Changing Network and System Settings section in the JA 1500 Junos Space Appliance and Junos Space Virtual Appliance Installation Guides. [PR/510899]
