ServiceNow
The BigPanda application for ServiceNow is a native ServiceNow application that enables easy setup of multiple integrations between BigPanda and ServiceNow, including Incidents, Changes, Maintenance Plans, and CMDB.
The v3 application is a complete rebuild of the integration that brings significant performance, security, and functionality improvements to your incident management workflows. It meets ServiceNow Store certification standards, including encrypted credential storage, scoped access control, and full audit logging.
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ServiceNow Application Architecture
Key Features
Faster incident creation— Alert processing is 94% faster, reducing alert-to-ticket time from minutes to seconds. For high-volume environments, your team sees incidents sooner and can respond faster.
Lower impact on your ServiceNow instance— Intelligent caching and batch database operations reduce load on your ServiceNow instance by 90%, freeing up resources for other business-critical applications.
Stronger security posture— The v3 app meets ServiceNow Store certification standards, including encrypted credential storage, role-based access control, and full audit logging. All API credentials are stored using Password2 encryption.
Multi-organization support— Connect multiple BigPanda organizations to a single ServiceNow instance. This is ideal for enterprises managing separate business units, regional teams, or staging and production environments from one ServiceNow deployment.
Configuration with confidence— A versioned configuration interface provides change history, comparison, and one-click rollback. You can review exactly what changed between versions and revert instantly if needed.
Bidirectional incident sync— Configurable polling intervals (default 15 seconds) keep BigPanda and ServiceNow incidents consistent.
AI-assisted enrichment— AIA summaries, Root Cause Changes, and Similar Incidents are added directly to ServiceNow incidents.
Transform rules engine— A no-code rules engine lets you customize incident field mappings during import.
What's New in v3
Capability | v2.x | v3.x |
|---|---|---|
Application scope | Unscoped (global) | Scoped ( |
ServiceNow Store certification | No | Yes. |
Credential encryption | Basic property encryption | Password2 encryption. |
Credential storage | ServiceNow system properties | Versioned configuration table. |
Configuration rollback | Manual | Versioned with one-click rollback. |
CMDB sync | Full table export | Delta sync with hash-based change detection. |
Access control | Standard ServiceNow roles | Dedicated scoped roles with 41 ACLs. |
Audit logging | Limited | Full audit trail on configuration changes. |
Available Integrations
BigPanda - ServiceNow v3 incidents integration
ServiceNow v2.x incidents integration
Supported Versions
BigPanda Version | ServiceNow Versions | Authentication Type |
|---|---|---|
v3.0+ | Xanadu and above | API Key and Bearer Token |
v 2.9+ | Yokohama, Xanadu, Washington, Vancouver, Utah, Tokyo, San Diego, Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul | API Key and Bearer Token |
v 2.8 | Xanadu, Washington, Vancouver, Utah, Tokyo, San Diego, Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul | API Key and Bearer Token |
v2.3-2.7 | Washington, Vancouver, Utah, Tokyo, San Diego, Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul | API Key and Bearer Token |
<v2.3 | Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul | API Key and Bearer Token |
Release Notes
Recent updates to the ServiceNow BigPanda integration:
The BigPanda ServiceNow integration v3.0 is now available on the ServiceNow Store. This is a complete rebuild of the integration, certified by ServiceNow, that brings significant performance, security, and functionality improvements to your incident management workflows.
Key features
Faster incident creation - Alert processing is 94% faster, reducing the alert to ServiceNow ticket time from minutes to seconds. For high-volume environments, this means your team sees incidents sooner and can respond faster.
Lower impact on your ServiceNow instance - Intelligent caching and batch database operations reduce load on your ServiceNow instance by 90%, freeing up resources for other business-critical applications.
Stronger security posture - The v3 app meets ServiceNow Store certification standards, including encrypted credential storage, role-based access control, and full audit logging. All API credentials are stored using Password2 encryption.
Multi-organization support - Connect multiple BigPanda organizations to a single ServiceNow instance. This is ideal for enterprises managing separate business units, regional teams, or staging and production environments from one ServiceNow deployment.
Configuration with confidence - A new configuration interface provides version history, change comparison, and one-click rollback. You can review exactly what changed between versions and revert instantly if needed.
Assistance required
The BigPanda - ServiceNow v3 integration includes major architectural changes, including new security roles, and deprecated API patterns. The upgrade process must be planned and coordinated with your BigPanda account team.
Contact your BigPanda account team to discuss next steps to upgrade to a 3.x integration version.
Read more about available features in the ServiceNow v3 integration documentation.
v2.9 (2/9/24)
New Features
Application: Introduced a toggle to store BigPanda integration configurations within BigPanda for improved troubleshooting capabilities
Changes: Proper date formatting is used in BigPanda regardless of date format used in ServiceNow
CMDB: "Choice Table" SNOW records now use Display Value in CMDB
Incident Reports: Updated default fields to improve reporting capabilities
Incident Reports: Proper date formatting is used in BigPanda regardless of date format used in ServiceNow
Incidents: Updated the default settings for Transform Field Maps to remove maps that have no logic associated
Incidents: Suppressed callback activity back to BigPanda from resolved ServiceNow incidents
Incidents: Restructured SNOW Layout to match design language in BigPanda Unified Console
Incidents: Added RCC Suspect/Matches to ServiceNow Incident Description
Incidents: Added AIA Summary to ServiceNow Incident Description
Incidents: Updated Impact/Urgency fields, removed Priority field
Incidents: Added a dropdown to control direction of incident tag sync ("to and from BigPanda," "to BigPanda only," or "to SNOW only")
Incidents: Added option to insert description of incident in the worknotes
Incidents: Created Button Elements in ServiceNow that open BigPanda
Bug Fixes
Changes: Ensure support for all ServiceNow timezone options
CMDB: Rows will now be skipped when records contain non UTF-8 compatible values
Incidents: Incident Tags Sync Configuration is now case-insensitive
Incidents: OK alerts excluded from
setPrimaryAlert()utility
v2.8 (4/28/23)
The BigPanda team resolved logical bugs related to the newly introduced event-type metadata tracking that were present in v2.5-2.7.
New Features
Application: The Javascript Mode has been updated to ES12 (ECMA2021) For more details check this ServiceNow Developer Blog post.
CMDB: Support for inactivating individual tables, which can be used to test the addition of new tables
CMDB: Improved logging (track incorrect queries, missing columns, etc.)
CMDB: Prepopulate configuration with most frequently used tables (only for new downloads; these will not be applied when updating)
Configuration: Set Affected CIs checkbox in Changes to true as default
Incident Reports: Sync historical incidents with BigPanda for MTTR analysis
Incidents: Flapping - Block Resolve toggle will only resolve a ServiceNow incident if it is not flapping
Incidents: When tickets fail to get created in ServiceNow, Comments are now posted back to BigPanda with details
Incidents: Description and Short Description defaults were updated based on feedback from users
Incidents: Update BigPanda incident tag to use HTML anchor link
OAuth: Support for OAuth-based authentication when creating tickets from BigPanda
Bug Fixes
Incidents: Prevent occasional duplicate notifications on initial ticket creation
Incidents: Support syncing BigPanda Incident Tags with space characters
If using v2.7, clearing browser cache may be required to fix configuration form entries
Resolve issues when using CMDB and upgrading from version < 2.2.1
Updated the CDMB Script Includes to retrieve the display names of glide_list and Choice Table records
v2.7 (4/14/23)
Bug Fixes
Changed "===" to "==" and "!==" to "!=" in Business Rules and Script actions
Resolved NLU “fix missing record” errors when installing/applying Update Sets
CMDB 'Active' checkbox now works on individual rows for ServiceNow Utah
Added Incident ID to Incident Reports
v2.5 (1/11/23)
New Features
CMDB: Support for inactivating individual tables, which can be used to test adding a new table
CMDB: Improved logging (track incorrect queries, missing columns, etc.)
CMDB: Prepopulate configuration with most frequently used tables (only for new downloads; these will not be applied when updating)
Incident Reports: Sync historical incidents with BigPanda for MTTR analysis
Incidents: Flapping - Block Resolve toggle will only resolve a ServiceNow incident if it is not flapping
Incidents: When tickets fail to get created in ServiceNow, post Comments/Incident Tags back to BigPanda with details
Incidents: Description and Short Description defaults were updated based on feedback from users
OAuth: Support for OAuth-based authentication when creating tickets from BigPanda
Bug Fixes
Incidents: Prevent occasional duplicate notifications on initial ticket creation
Incidents: Support syncing BigPanda Incident Tags with space characters
Resolve issues when using CMDB and upgrading from version <2.2.1
v2.4 (7/1/22)
Bug Fixes
When a closed incident in ServiceNow is reopened in BigPanda a new ServiceNow incident is created instead of reopening the closed incident
Set standard "Content-Type", 'application/json' Request Headers to support debugging
CMDB will now replace newline characters with spaces
In Chrome, auto-complete will be unable to insert incorrect passwords on the Configuration form
All changes sent to BigPanda will be in UTC to prevent incorrect time zone shifting
Fix bug sending blank values for Incident Tags
v2.1.8 (Feb 2, 2024)
Updated Splunk's Add-On Builder to 4.1.4
Updated the configuration api_url placeholder to point to the oim endpoint
BigPanda - ServiceNow v3 incidents store app
Assistance required
The BigPanda - ServiceNow v3 integration includes major architectural changes, including new security roles, and deprecated API patterns. The upgrade process must be planned and coordinated with your BigPanda account team.
Contact your BigPanda account team to discuss next steps to upgrade to a 3.x integration version.
The BigPanda ServiceNow integration v3.0 is now available on the ServiceNow Store. This is a complete rebuild of the integration, certified by ServiceNow, that brings significant performance, security, and functionality improvements to your incident management workflows.
Key features
Faster incident creation - Alert processing is 94% faster, reducing the alert to ServiceNow ticket time from minutes to seconds. For high-volume environments, this means your team sees incidents sooner and can respond faster.
Lower impact on your ServiceNow instance - Intelligent caching and batch database operations reduce load on your ServiceNow instance by 90%, freeing up resources for other business-critical applications.
Stronger security posture - The v3 app meets ServiceNow Store certification standards, including encrypted credential storage, role-based access control, and full audit logging. All API credentials are stored using Password2 encryption.
Multi-organization support - Connect multiple BigPanda organizations to a single ServiceNow instance. This is ideal for enterprises managing separate business units, regional teams, or staging and production environments from one ServiceNow deployment.
Configuration with confidence - A new configuration interface provides version history, change comparison, and one-click rollback. You can review exactly what changed between versions and revert instantly if needed.
Supported versions
BigPanda App Version | ServiceNow Platform | Status |
|---|---|---|
v3.0.0+ | Xanadu or later | Current (recommended) |
v2.9.1 -2.x | Yokohama, Xanadu, Washington, Vancouver, Utah, Tokyo, San Diego, Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul | Developer Store App |
< v2.9.0 | Yokohama, Xanadu, Washington, Vancouver, Utah, Tokyo, San Diego, Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul | End of life — March 1, 2026 |
An active ITSM license is required for all versions.
Application Architecture
BigPanda ServiceNow Application Architecture
Key Improvements
Incident management
Bi-directional incident sync with configurable 15-second polling intervals.
Parent-child incident hierarchies for multi-alert grouping.
Incident task consolidation by assignment group.
Configurable tag sync direction (to BigPanda, ServiceNow, or both).
Flapping and snooze state handling.
AI-powered features
Automated Incident Analysis (AIA) summaries added to incident descriptions.
Root Cause Changes (RCC) correlation linking incidents to related change requests.
Similar Incidents detection using machine learning.
CMDB enrichment
CMDB v2 delta sync with hash-based change detection, sending only what changed instead of full table exports.
Automatic stale mapping recovery when BigPanda-side mappings are deleted.
Rate-limit handling with exponential backoff for large CMDB environments.
Changes and maintenance
Change request and change task data forwarded to BigPanda for root cause analysis.
Maintenance plans from both change requests and outage records.
CI resolution with a four-level fallback chain.
Transform rules engine
A no-code rules engine for customizing incident field mappings during import.
Condition-based logic with operators like equals, contains, regex, and more.
Actions include setting fields, setting tags, skipping records, and adding work notes.
Dry-run mode for testing rules before enabling them.
Operational improvements
Built-in automated testing framework to verify connectivity and data flow.
Comprehensive logging with configurable log levels (ERROR, WARN, INFO, DEBUG).
Privacy compliance module for GDPR and CCPA requirements.
Install the BigPanda ServiceNow Integration
To install any of the integration modules, follow the Install the ServiceNow instructions, then configure the module settings.
Upgrade to ServiceNow v3.x
Assistance required
The BigPanda - ServiceNow v3 integration includes major architectural changes, including new security roles, and deprecated API patterns. The upgrade process must be planned and coordinated with your BigPanda account team.
Contact your BigPanda account team to discuss next steps to upgrade to a 3.x integration version.
The process of upgrading to ServiceNow v3.x is a multi-step process that is focused on maintaining your configuration, settings, and security.
Your existing configuration values are automatically migrated from system properties to the new versioned configuration table.
Three fix scripts run automatically to handle migration, artifact cleanup, and default population.
All credential values are re-encrypted using Password2 encryption.
Your existing transform map customizations are preserved.
For detailed technical configuration, see the ServiceNow v3 data requirements documentation.
Next Steps
Begin app installation with Install the Bigpanda - ServiceNow v3.x app
Prepare for table and field mapping with the ServiceNow v3 data requirements
Investigate other ServiceNow integration options to connect BigPanda to your ITSM workflow