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Install the ServiceNow Integration

Use BigPanda to automatically create incidents in ServiceNow, based on high-level incidents that are intelligently grouped from multiple alerts. The ServiceNow application has a convenient UI that provides configurability to support most use cases with documentation for further customization. Integrating BigPanda with ServiceNow reduces IT noise resulting in faster incident resolution.

Compare supported versions and types or read more about the bidirectional sync capabilities and best practices in the ServiceNow documentation.

Create an app key

Create an app key in BigPanda.

Integration specific

You'll need a separate app key for each integrated system.

https://files.readme.io/9865f2f-Integrations_App_Key_Creation.jpg

App key configuration in BigPanda

Install the BigPanda Application in ServiceNow

Download the BigPanda application Update Set from the ServiceNow Developer Portal

  1. In ServiceNow, navigate to All > System Update Sets > Retrieved Update Sets

  2. Under Related Links, click Import Update Set from XML

  3. Choose the Update Set file, and click on Upload

  4. Select the newly uploaded Update Set, then click on Preview Update Set

  5. Under Update Set Preview Problems, if you see the error: Could not find a record in sys_app_application for column menu referenced in this update, select Accept Remote Update. The error is expected and the remote update must be accepted for the application to function.

  6. Click Commit Update Set

  7. Once committed, the application should be available from the Navigation Pane and Scope

Connect ServiceNow to BigPanda

To setup the BigPanda application in ServiceNow, use the All Applications Navigation pane to find BigPanda > Configuration.

NOTE: Make sure the BigPanda Scope is selected when making edits to the Configuration Page. Edits made outside of the BigPanda scope will not be saved.

  1. Activate the Incidents module by checking the Active box under Incidents

  2. Using the details below, fill in the inputs for Bearer Token, API Key, and Incidents App Key:

    • Bearer Token: <Your Org Bearer Token>

    • API Key: Follow these instructions to create one

    • Incidents App Key: <Your App Key>

    • These fields should be autopopulated:

      • Incidents Retrieval Endpoint: https://integrations.bigpanda.io/servicenow/incidents/retrieve

      • Incidents Callback Endpoint: https://integrations.bigpanda.io/servicenow/incidents/callback

  3. For optional further configuration details please refer to the ServiceNow Incidents documentation

  4. Once the fields have been configured, click Submit at the bottom of the page

Create a User for BigPanda in ServiceNow

  1. In ServiceNow, under All > User Administration > Users, select New

  2. Fill out the New User form (make sure to include the following fields):

    • User ID: bigpanda

    • First name: BigPanda

    • Make sure that the Active checkbox is checked

    • Check the Web service access only checkbox to set this user as a non-interactive user for enhanced security

  3. Click Submit

  4. Find the newly created user by filtering by User ID to bigpanda

  5. Generate a password for the user. Save this password for later, you will need it during webhook configuration.

  6. Navigate to the Roles tab at the bottom of the screen and select Edit… (Do not edit through Roles module in the Navigation Sidebar)

  7. On the left table, filter to x_bip_panda_user and double click the field to move it to the right table

  8. Click Save

Configure Integration Webhook

  1. x-bp-servicenowPassword: Enter the password for the user created in the previous section.

  2. x-bp-api-key header: Enter the value for the API Key created earlier

  3. x-bp-config-servicenowUrl: Enter the full domain name of your ServiceNow account.

  4. x-bp-servicenowUsername: Enter the username, usually bigpanda.

  5. (Optional) Add any additional custom headers if needed, such as those required for OAuth v2.0. Refer to the ServiceNow Advanced Customization documentation for more details on available custom headers.

  6. Click Configure Webhook

Integrations_Webhook_Builder_Simple.jpg

Testing the integration

Manually share an existing BigPanda Incident to this newly created integration

Uninstall the Integration

Deleting an integration requires that you remove the integration in both the integrated system and BigPanda. We recommend that you first uninstall the integration on the integrated system to prevent traffic from being sent and rejected by BigPanda, since the app_key will not exist once you delete the integration in BigPanda.

Caution during replacement

When replacing an existing integration with a new tool or system, we recommend configuring the new integration first to ensure no data is lost.

Disable the integration

You can stop sending change data to BigPanda but preserve your configuration settings by disabling the integration in ServiceNow.

  1. In the ServiceNow application, navigate to BigPanda > Configuration.

  2. In the Incidents, Alert Processing - Add On, or Maintenance Plan section, de-select the Active checkbox

  3. Save the configuration

Stop sending data to BigPanda

Disable any settings that send data to BigPanda.

Within ServiceNow, navigate to System Applications > Applications.

  1. Click on the BigPanda app.

  2. Select the module you wish to delete and click the related Uninstall link.

  3. Click OK.

  4. Confirm when the dialogue box appears.

Process will vary

Coordinate with your system architects to ensure that any changes to your ServiceNow integration follows your organizational processes and policies. If you have questions about downstream impacts within BigPanda, please reach out to your account team.

Delete the integration in BigPanda

Take the following steps to delete the integration from BigPanda:

  1. In BigPanda, navigate to the Integrations tab and select the desired integration from the list.

  2. In the integration details on the right of the page, click the trash icon, then confirm you want to delete the integration. The integration will be removed immediately.

No Data Removal

This procedure does not remove any data from BigPanda or the integrated system. As needed, remove data from each system before deleting the integration.

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