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  Junos ® Space ServiceNowUserGuide Release 13.1 Published:2013-06-29Copyright©2013,JuniperNetworks,Inc.  JuniperNetworks,Inc.1194NorthMathildaAvenueSunnyvale,California94089USA408-745-2000www.juniper.netThisproductincludestheEnvoySNMPEngine,developedbyEpilogueTechnology,anIntegratedSystemsCompany.Copyright©1986-1997,EpilogueTechnologyCorporation.Allrightsreserved.Thisprogramanditsdocumentationweredevelopedatprivateexpense,andnopartofthemisinthepublicdomain.ThisproductincludesmemoryallocationsoftwaredevelopedbyMarkMoraes,copyright©1988,1989,1993,UniversityofToronto.ThisproductincludesFreeBSDsoftwaredevelopedbytheUniversityofCalifornia,Berkeley,anditscontributors.Allofthedocumentationandsoftwareincludedinthe4.4BSDand4.4BSD-LiteReleasesiscopyrightedbytheRegentsoftheUniversityofCalifornia.Copyright©1979,1980,1983,1986,1988,1989,1991,1992,1993,1994.TheRegentsoftheUniversityofCalifornia.Allrightsreserved.GateDsoftwarecopyright©1995,theRegentsoftheUniversity.Allrightsreserved.GateDaemonwassrcinatedanddevelopedthroughrelease3.0byCornellUniversityanditscollaborators.GatedisbasedonKirton’sEGP,UCBerkeley’sroutingdaemon(routed),andDCN’sHELLOroutingprotocol.DevelopmentofGatedhasbeensupportedinpartbytheNationalScienceFoundation.PortionsoftheGateDsoftwarecopyright©1988,RegentsoftheUniversityofCalifornia.Allrightsreserved.PortionsoftheGateDsoftwarecopyright©1991,D.L.S.Associates.ThisproductincludessoftwaredevelopedbyMakerCommunications,Inc.,copyright©1996,1997,MakerCommunications,Inc.JuniperNetworks,Junos,Steel-BeltedRadius,NetScreen,andScreenOSareregisteredtrademarksofJuniperNetworks,Inc.intheUnitedStatesandothercountries.TheJuniperNetworksLogo,theJunoslogo,andJunosEaretrademarksofJuniperNetworks,Inc.Allothertrademarks,servicemarks,registeredtrademarks,orregisteredservicemarksarethepropertyoftheirrespectiveowners.JuniperNetworksassumesnoresponsibilityforanyinaccuraciesinthisdocument.JuniperNetworksreservestherighttochange,modify,transfer,orotherwiserevisethispublicationwithoutnotice.ProductsmadeorsoldbyJuniperNetworksorcomponentsthereofmightbecoveredbyoneormoreofthefollowingpatentsthatareownedbyorlicensedtoJuniperNetworks:U.S.PatentNos.5,473,599,5,905,725,5,909,440,6,192,051,6,333,650,6,359,479,6,406,312,6,429,706,6,459,579,6,493,347,6,538,518,6,538,899,6,552,918,6,567,902,6,578,186,and6,590,785.  JunosSpace ServiceNowUserGuide Release13.1Copyright©2013,JuniperNetworks,Inc.Allrightsreserved.RevisionHistoryJune2013—JunosSpaceServiceNowUserGuide,Release13.1Theinformationinthisdocumentiscurrentasofthedateonthetitlepage.YEAR2000NOTICEJuniperNetworkshardwareandsoftwareproductsareYear2000compliant.JunosOShasnoknowntime-relatedlimitationsthroughtheyear2038.However,theNTPapplicationisknowntohavesomedifficultyintheyear2036. ENDUSERLICENSEAGREEMENT TheJuniperNetworksproductthatisthesubjectofthistechnicaldocumentationconsistsof(orisintendedforusewith)JuniperNetworkssoftware.UseofsuchsoftwareissubjecttothetermsandconditionsoftheEndUserLicenseAgreement(“EULA”)postedat http://www.juniper.net/support/eula.html .Bydownloading,installingorusingsuchsoftware,youagreetothetermsandconditionsofthatEULA.Copyright©2013,JuniperNetworks,Inc.ii  TableofContents About the Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiJunos Space Documentation and Release Notes . . . . . . . . . . . . . . . . . . . . . . . xiDocumentation Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiDocumentation Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiiRequesting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiiSelf-Help Online Tools and Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . xiiOpening a Case with JTAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiii Part1 Overview Chapter1 Service Now Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Service Now Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Chapter2 QuickStartGuidetoServiceNow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 ServiceNowQuickStart. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Downloading the Junos Space VM image . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Setting Up Junos Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Setting Up Service Now in Standard Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9SettingUpServiceNowinPartner-ProxyMode. . . . . . . . . . . . . . . . . . . . . . . . 10 Chapter3 UpgradingServiceNow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 UpgradingServiceNow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Chapter4 ServiceNowMIBs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Service Now MIBs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Chapter5 Service Now Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Service Now Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Activating Offline, End-Customer, and Partner-Proxy Modes . . . . . . . . . . . . . 21 Chapter6 Service Now Dashboard and Workspaces Overview . . . . . . . . . . . . . . . . . . . 23 ServiceNowDashboardOverview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Service Now Workspaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Dashboard Gadgets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Platforms with Most Incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Devices with the Most Incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Service Now Notices (Upgrade and Contract Notice) . . . . . . . . . . . . . . . 26 Chapter7 Service Now Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Service Now Icons and Inventory Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Filtering Inventory Pages on Service Now and Service Insight . . . . . . . . . . . . . . . . 30 iiiCopyright©2013,JuniperNetworks,Inc.  Chapter8 UserRoles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Service Now User Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Part2 UsingtheServiceNowGettingStartedAssistant Chapter9 Service Now Getting Started Assistant Usage Overview . . . . . . . . . . . . . . . 39 Service Now Getting Started Assistant Usage Overview . . . . . . . . . . . . . . . . . . . . 39 Chapter10 TroubleTicketAPIsSupportedbyServiceNow. . . . . . . . . . . . . . . . . . . . . . . . 41 Trouble Ticket APIs Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Profiles Used by Service Now . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Setting up Java Based Web Service Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Accessing a Web Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Trouble Ticket APIs Supported by Service Now . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Error Messages Displayed by OSS/J Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Trouble Ticket Attributes Supported by Service Now . . . . . . . . . . . . . . . . . . . . . . . 52Trouble Ticket Events Supported by Service Now . . . . . . . . . . . . . . . . . . . . . . . . . 54 Part3 Administration Administration Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Chapter11 Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Organizations Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Adding an Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Adding a Connected Member . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Modifying Organization Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Deleting an Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Test the Connection to JSS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Viewing Messages Assigned to a Connected Member . . . . . . . . . . . . . . . . . . . . . . 67Running an Organization in Test Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Chapter12 Device Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Device Groups Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Creating a Device Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Modifying Device Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Deleting Device Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Chapter13 ServiceNowDevices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Service Now Devices Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75AddingDevicesfromthePlatform. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Installing an Event Profile on Devices Using Service Now . . . . . . . . . . . . . . . . . . . 80Manually Installing AI-Scripts on Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Uninstalling Event Profiles from Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84Exporting Device Data in CSV and Excel Format . . . . . . . . . . . . . . . . . . . . . . . . . . 84Exporting Inventory Information in CSV Format . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Viewing Exposure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Generating On-Demand Incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Deleting a Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Associating Devices with a Device Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Modifying Auto Submit Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Copyright©2013,JuniperNetworks,Inc.ivJunosSpaceServiceNowUserGuide
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