4
Device-aware Support
As specific events occur on Junos OS-based products in your
network, incident-driven AI-Scripts detect, collect, and report
relevant diagnostic data. New AI-Scripts are continuously being
developed to enhance self diagnosis; these are made available
to you on an ongoing basis and can be installed via Service Now.
The information regarding incidents is automatically analyzed and
results are made available to you. Service automation ensures
that all JTAC engineers can handle any reported case efficiently by
providing necessary software and hardware configurations. This
tool helps to minimize time to resolution for all cases submitted.
Service automation architecture and key Components
Junos Space Service Now and Junos Space Service Insight are
the key technologies that enable Juniper’s service automation
infrastructure. Service Now includes components that seamlessly
work within a customer’s environment and are securely integrated
with Juniper’s case management and contract management
systems for reactive service delivery. Service automation solution
components function together to provide you with a seamless
architecture to automate services.
Key components include:
advanced insight Scripts (ai-Scripts)
AI-Scripts on Junos OS-based devices are event-specific incident
management scripts written by and based on the experience
and knowledge of a JTAC engineer. These scripts collect
troubleshooting and diagnostic information whenever an event is
detected on a device.
AI-Scripts are installed on Junos OS-based devices and are part of
the “jscript” module of the Junos OS bundle. You receive access to
these AI-Scripts as part of your service contract entitlement.
These expert scripts are written by Juniper Networks JTAC experts
based on their collective experience of various troubleshooting
scenarios. For specific events that are identified by these scripts,
the relevant information from the device is sent out as information
packages called Juniper Message Bundles (JMBs).
The JMB is a structured XML data file used to collect pertinent
event and intelligence data used for subsequent AI-Script
processing. The JMB currently contains a JMB manifest section, a
trend data section, and an attachments section.
JMBs are sent to predefined designated targets including the
Service Now instance running on the Junos Space platform in your
environment. JMBs can be “incident-driven,” created for events related
to service impacting issues (both hardware and software), or they can
be “intelligence-driven,” generated periodically to collect information
including inventory, resource utilization, and configurations. Service
Now collects all JMBs and provides an interface and control for the
administrator to take action on the incident.
Service now
Service Now on the Junos Space platform is available as a virtual
appliance or as a hardware appliance for your network. Service
Now is the front end user interface (uI) for service automation
and allows the network administrator to control and configure
functions for service automation available within Juniper Care.
Service Now communicates with Juniper Networks Support
Systems (JSS) to transfer JMBs. This transfer is configurable and
controlled by the network administrator. The intelligence-driven
information, transferred to Juniper by Service Now, is stored and
used by your Juniper account team to generate a wide variety of
proactive analyses and reports.
Incident-driven information transferred to JSS is used to
automatically open trouble tickets (cases) with JTAC via a secure
integration with Juniper’s case management systems. The secure
communication transfer of JMBs between Service Now and JSS
is unidirectional; JSS never initiates sessions with Service Now to
request JMBs. Also, network administrators always have complete
control of the type of information that is sent to JSS.
When proactive analysis or trouble case updates are completed
by JTAC engineers and documented in the CSC Case Manager
system, the information is automatically transferred to Service
Now and accessible via the automated incident management
reporting interface.
Figure 2: Juniper Service Automation
Customer Network
AI Scripts
Installed
Juniper Support System
Internet
Customer or Partner NOC
Service Now
Juniper
Service
Now
JMB
Hardware
Software
Resources
Configuration
