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AI-Scripts may create P1 support cases as "Synopsis : [Service Now] Service Now AIS Health... "

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Article ID: TSB16673 TECHNICAL_BULLETINS Last Updated: 02 Apr 2015Version: 4.0
Alert Type:
PSN - Product Support Notification
Product Affected:
Junos Space, Service Now, Service Insight, AI-Scripts
Alert Description:
An issue with AI-Scripts could cause a health check warning event on the router/switch/firewall to be created as a P1 case.    
These cases are not true P1 cases but are created by AI-Scripts when a health check event is seen on the device.

A case created as a result of this issue will have the following field settings in Case Manager:
Synopsis:[Service Now] Service Now AIS Health report case
Case Description:Service Now AIS Health report case

This has been addressed in the latest 4.1R7 AI-Scripts.

Solution:
All customers with AI-Scripts installed should upgrade to AI-Scripts 4.1R7 as soon as possible.
With AI-Scripts 4.1R7, the cases will be properly created as P2.


Implementation:
 
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