Description

Juniper enables service automation capabilities via Junos Space Service Now and Service Insight applications.

Junos Space Service Now enables automation for reactive support while Junos Space Service Insight enables proactive support via targeted impact analysis and reports.

Junos Space Service Now is available to all Juniper support customers and Juniper Operate Specialist Partners with Junos Space 2.0 (or later). Customers running earlier versions of Junos Space can upgrade their Junos Space platform to take advantage of this feature. If you receive technical support for Juniper products through a partner branded offering (i.e. from a Juniper Operate Specialist Partner) contact your Juniper partner for more information on using Service Now.

Junos Space Service Insight is available for Juniper Care Plus customers and for Operate Specialist partners with an Advanced Partner Support contracts.

Service Now is supported in production on all M, MX, T, TX, EX, and J Series platforms, as well as the data center and branch class SRX platforms.

Solution

Juniper Support customers and partners who want to use Juniper Service Automation tools should follow the steps outlined below to enable Service Automation functionality on their Junos devices.

alt
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Flowchart Notes:
  1. Virtual Infrastructure Needed - For information on infrastructure required for a Virtual Appliance, refer to Junos Space Virtual Appliance Deployment Overview
  2. Site ID and credentials - Site ID is a unique identifier that identifies a customer or partner in the Juniper Service Requestion Management System. If you do not know your Site ID please Contact Support . If you receive technical support for Juniper products through a partner branded offering (i.e. from a Juniper Operate Specialist Partner) contact your Juniper partner for more information on using Service Now. Credentials for the site are an email and password that are associated with the primary contact for the site in the Juniper CRM.

In order for the service automation solution to work, Junos Space platform needs be able to communicate with the Juniper support systems at https://services.juniper.net via a secure connection over the Internet. For details on how to deploy service automation solution using Junos Space Service Now and Service Insight in your environment, contact Contact Support to schedule time for installation assistance.

Service Now application will be in demo mode when the Junos Space platform is first installed. The application will move to production mode when Service Now is configured with a valid Site ID.
Service Now in demo mode ...
  • Allows proof of concept or qualification testing for up to 60 days. 
  • Will discover up to 5 devices.
  • Inventory management as well as incident detection, reporting and log analysis is allowed for the discovered devices. Althougth Technical support cases cannot be opened for detected incidents when Service Now is in demo mode.
  • Users can set notification policies for receiving notifications via e-mail/ SNMP trap when an incident is detected via service automation solution.
  • For additional details, refer to KB19152 - Using Service Now in Demo Mode [juniper.net] .

Junos Space Service Insight is disabled when Junos Space platform is first installed. The application will become enabled when Junos Space Service Now first connects to Juniper Support Systems (JSS) and attempts to send the first periodic device health data log (intelligence JMB) to JSS.
 

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