Collaboration

Collaboration integrations allow you to share incidents from BigPanda to other systems to create tickets or notify team members.

Shared incidents can include detailed information on the incident including the status, timeline, and information on each active alert in the incident. The share will also include links to the BigPanda incident, and a simplified Incident Preview. Once shared, recipients will be updated as the incident changes status or is acknowledged or snoozed in BigPanda.

BigPanda provides built-in integrations to several types of systems, including:

• Ticketing systems such as JIRA and ServiceNow. In BigPanda, the incident shows the current status of the ticket in the target system and provides a direct link to it.
• Messaging services such as Slack. Comments and invitations to the channel can be included as part of the share.
• Task and incident management tools such as Asana and PagerDuty. Bi-directional sync can allow incident comments and resolution to update both systems simultaneously.

BigPanda has standard solutions for each of the products below. As you configure each integration, you’ll have the option to customize what information is included in each share.

For products without a standard solution, the Notifications Webhook allows you to build a custom integration for the tools you prefer.

Custom Integrations

In addition to the standard integrations, you can use email content or the Notifications Webhook to build custom integrations with other messaging, ticketing, or collaboration systems.

Build Webhooks

The Notifications Webhook lets you share incidents with a collaboration tool via a callback URL. The webhook will send incident and alert data to the recipient application, which can process the information based on the business login you configure.

To learn more about using webhooks to create sharing channels, or see available sharing fields and example share payloads, see the Notifications Webhook documentation.

Email-Based Integrations

BigPanda emails and SMS messages are sent using a standard format that can be parsed to populate tickets and messaging in other collaboration tools.

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Incident ID

The BigPanda incident link includes the unique incident ID number as the last 24 characters of the URL. You can parse the email for the ID, and use it as a unique key to help determine if the notification is for a new incident or for an update to an existing one.

Email Subject Format
<User name> shared with you the incident: <Incident subjects>/< Alerts summary>

Email Body Format
<Sharing annotation>
<User name> shared this incident with you.
Details as of: <Last change to incident> <Link to Incident>
Incident Details:
Status: <Incident status>
Started at: <Incident start time>
Source system: <Source system> < - Integration name> (one entry for each source system)
Preview: <Link to incident preview page>
BigPanda: <Link to incident details>
Timeline: <Link to incident timeline>
Service : <Incident subjects>
Check: <Alerts summary>
This incident contains: (<Number of active alerts>) <Status of alerts>
(One entry for each active alert) <Alert status> <Alert source system> <Alert subject>
<Alert name>
<Link to Incident>

SMS Message Format
<Incident status> <Incident subjects>
<Link to BigPanda incident preview page>
<Alerts summary>

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Message Length Limits

BigPanda sends only one SMS message per incident update. To limit the length of the SMS message, incident subjects and the alerts summary may be truncated in the message.