Incidents Overview
The Incidents page displays the incidents that were received by Service Now from devices that have AI-Scripts installed. Incidents are problem events that are detected in a device and sent to the Service Now application. The AI-Scripts installed on the device create files called Juniper Message Bundles (JMBs) that contain comprehensive information about the device identity, the problem event, and diagnostics. The JMB file is securely transferred from the device to the Service Now application. Devices with AI-Scripts installed automatically initiate file transfer to Service Now when a JMB is generated. Service Now uses Juniper Network’s Device Management Interface (DMI) to receive JMBs from devices. DMI is an extension to the NETCONF network management protocol. The Service Now Incidents page provides a user interface to view incidents chronologically, by organization name, and by device group. The thumbnail view of this page helps you differentiate incidents with various icons that indicate incident priority level and also whether incidents are submitted to JSS. See Service Now Icons.
The Incidents page also displays the JSS Technical Support cases for all Site IDs. Site IDs denote the customer identity used in the Juniper Technical Assistance Center (JTAC) Clarify trouble ticketing system. The Technical Support user interface is available in standard controller modes. In order to receive notifications from Service Now, you must have a user account in Service Now and set up a notification policy.
When an incident, such as a process crash, an ASIC error, or a fan failure, occurs on a device that has AI-Scripts enabled, an AI-Script is executed. The AI-Script builds a JMB file with the incident data and forwards it to the Junos Space server. The JMB file is an XML file that contains diagnostic information about the device and other information specific to the condition that triggered the event message. The incident contains information such as hostname, time stamp of the incident, synopsis, description, chassis serial number of the device, and the severity and priority of the incident. When this incident is sent by a device, Service Now notifies you of the new incident.
You can display incidents either as thumbnails or arranged in a table. If you choose to display incidents in a table, the Service Now Incidents page lists them by incident ID, organization, device group, defect type, platform type, time of occurrence, owner, submission status, and incidents that are flagged to you. You can select which parameters to display and sort them in ascending or descending order.
The View Tech Support Cases sub-task within Incidents task lists the tech support cases that you open with JTAC. You can view the details of the tech support cases using the View Case in Case Manager action.
You can perform the following tasks from the Incidents page:
- Submit an incident to create a JTAC case
- Flag the incident to another user
- Assign the incident to another user
- Delete an incident
- View the details of a Juniper Message Bundle (JMB)
- View a case in the Juniper Case Manager
- Remove a flag from the incident
- Add an e-mail address to the mailing list of an incident
- View tech support cases
