ServiceNow Advanced Customization

Data Shared with ServiceNow

When a BigPanda incident is shared with ServiceNow, the integration creates a new record in ServiceNow Incidents Table. The integration also exposes additional data fields that can be used to customize the record in ServiceNow during the transform of data. If changes occur to the alerts on open incidents, BigPanda updates the corresponding incidents in ServiceNow. Updates are checked for every 15 seconds, by default.

ServiceNow field default values

Field

Default Value

description

{X} Critical, {Y} Warning, {Z} Resolved[, {U} Unknown]

Incident Link: {incident-link-url}
Incident Timeline Link: {timeline-link-url}
Incident Preview Link: {preview-link-url}

short_description

BigPanda Incident: {Primary tag of Primary Alert}

opened_at

BigPanda incident startedOn time

resolved_at

BigPanda incident endedOn time

comments

BigPanda comments, by default this value is mapped to the work_notes column in ServiceNow.

Additional Data Fields from BigPanda

The integration exposes these additional data fields from BigPanda in the default share from BigPanda. ServiceNow administrators can leverage these fields in the transform map to further enrich and customize the incident in ServiceNow.

Field

Description

u_bp_incident_id

BigPanda Incident ID

u_bp_incident_status

BigPanda Incident status

u_bp_alerts_statuses

Text printout of statuses of all alerts in incident

u_bp_alerts_count

The count of all the alerts in the incident

u_bp_active_alerts_count

The count of all non-resolved alerts in the incident

u_bp_environment

The BigPanda Environment from which the share originated

u_bp_environment_id

The BigPanda Environment ID

u_bp_sender_email

The email of the user who performed the share

If this was an auto-share the email will be [email protected]

u_bp_raw_incident

A string representation of the entire BigPanda Incident JSON Object

u_bp_incident_url

A link to the BigPanda incident

u_bp_timeline_url

A link to the BigPanda incident timeline

u_bp_preview_url

A link to the preview of a BigPanda Incident

u_bp_cmdb_ci

This defined the property to lookup on the defined primary alert tags for attempting to populate the ServiceNow Configuration Item field

Default: hostname

u_bp_config

If any configuration options are passed through the Integration header or by customer success it will override any ServiceNow configurations set in the ServiceNow BigPanda App

ShareIncident Transform Map

The ShareIncident Transform map is where customization of fields in the ServiceNow incident are performed. Insertion, deletion, or modification of specific columns is achieved by adding, removing, or modifying rows to the map and providing the assigned value, either as a mapped or scripted field. While the same behavior is possible using a Transform Script, modifying the transform map table is clearer and isolates the logic used to generate the field.

Customizing Transform Fields

Adding Alert Details to Description

  1. Navigate to BigPanda > Incidents > Transform Map
  2. Find the row where the target field is description
  3. Click on the script
  4. You will notice the BigPanda Utility class is already being referenced. Starting on line 13, the BigPanda Incident is being retrieved to traverse each alert and add it to the description field.
answer = (function transformEntry(source) {
    // Instantiate BigPanda Utility Object with source
    var bpUtils = new x_bip_panda.BigPandaUtility(source);
    var description = null;
    
    // Validates if this field can be updated on an update action
    if (bpUtils.canUpdate(action, 'description')) {
        description = source.description;
    }
    
    // Example of custom logic
    // Retrieve the BigPanda Incident Data
    var incident = bpUtils.getIncident();
    for (var i = 0; incident.alerts.length; i++) {
        description += '\nAlert ' + (i + 1) + '\nStatus: ' + incident.alerts[i].status + '\nDescription: ' + incident.alerts[i].description;
    }

    return description;
})(source);

Capturing Alert Tag

The snippet below can be used if attempting to capture a tag from your defined primary alert within the BigPanda Incident.

answer = (function transformEntry(source) {
  // Instantiate BigPanda Utility Object with source
  var bpUtils = new x_bip_panda.BigPandaUtility(source);
  var desiredTag;

  // Validates if this field can be updated on an update action
  // If the TARGET_FIELD_NAME is not added to the update fields 
  // input within the BigPanda Configuration form, then this
  // will only work on Incident creations
    if (bpUtils.canUpdate(action, '<TARGET_FIELD_NAME>')) {
        desiredTag = bpUtils.getPrimaryAlertTag('<DESIRED_ALERT_TAG>');
    }

  return desiredTag;
})(source);

Class: BigPandaUtility

A Script Include library of functions called BigPandaUtility has been created to make common tasks easier.


new BigPandaUtility(source)

  • source ServiceNow source record (library may only be used when a source is defined)

The initialization function must be called before calling other library functions.

getPrimaryAlert()

Returns Primary Alert object as determined by setPrimaryAlert.

getPrimaryAlertStatus()

Returns a String representing the Primary Alert status.

getPrimaryAlertValue(key)

  • key Key within Primary Alert to retrieve

Returns the value of specified key within Primary alert or null if it doesn't exist.

getPrimaryAlertTag(tag)

  • tag Name of tag to retrieve

Returns the value of specified tag within Primary Alert or null if it does not exist.

getAlertStatusCounts()

Returns String containing alert counts: X Critical, Y Warning, Z Resolved [U Unknown]. The unknown value is present only when some alerts have no status.

getTimeByProperty(epochTime, property)

  • epochTime epoch time used as fallback source value
  • property field containing epochTime in source record to convert

Returns String containing ServiceNow formatted time. Generated from field property if it exists in source, otherwise, epochTime is used.

getUserByProperty(userEmail, property)

  • userEmail fallback value used for email
  • property field containing user email in source record

Returns the ServiceNow system id for the provided user email. Generated from field property if it exists in source, otherwise, userEmail is used.

getUpdateFields()

Returns list of fields to be updated during an update event

reopenIncident(incident)

  • incident source record to determine reopening

Returns Boolean whether the incident should be reopened. Returns true if Re-open Resolved is checked in the Configuration UI and the time since the incident was resolved less than Re-open Window minutes ago.

Updated 6 months ago

ServiceNow Advanced Customization


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