ServiceNow Changes
Send change data from ServiceNow to suggest potential root cause for BigPanda incidents.
The ServiceNow Changes app allows you to push change management data to BigPanda for RCC matching. Fields can be customized and adjusted to fit your incident management needs.
The BigPanda ServiceNow Changes app works using a business rule in the BigPanda ServiceNow app which is triggered by insertions, updates, and deletions in the ServiceNow Change Request table. The change data is then sent to BigPanda where it is processed and normalized according to the provided configuration. Finally, the prepared change record is sent to the BigPanda Console.
ServiceNow Changes
Supported Versions
| BigPanda Integration Version | ServiceNow Versions | Authentication Type |
|---|---|---|
| v2.8+ | 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 |
Key Features
- Push any change management updates into BigPanda.
- Map various request states to our Related Changes properties.
- Customize the fields displayed in BigPanda's RCC table.
Data Models
BigPanda converts and organizes the change data from ServiceNow into tags.
Standard ServiceNow Properties
The ServiceNow fields below populate the Changes tags.
| Property | Description | Attributes |
|---|---|---|
sys_id | Change system id | Generates the ticket_url tag. |
short_description | Summary of the Change Request | Populates the summary tag. |
Install the Integration
Administrators can install the integration by following the steps in the Install the ServiceNow Integration instructions.
Update the BigPanda App
If you are currently using an older version of the BigPanda ServiceNow application, you can upgrade to the latest functionality by following the instructions in the Update the BigPanda ServiceNow App documentation.
Create a BigPanda API Key
- Generate an API Key
- Note the API Key for use later in the setup
Install & Configure the BigPanda Application
-
Download the BigPanda application Update Set from the ServiceNow Developer Portal
-
Navigate to System Update Sets > Retrieved Update Sets
-
Under Related Links, click on Import Update Set from XML
-
Once imported the application should now be available from the Navigation Pane and Scope
-
Select the Configuration page in the navigation pane
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.
-
Enter your BigPanda org token in Bearer Token, the API key generated in Step 2 in API Key and the App key generated in Step 1 in Changes App Key
-
Scroll down to the Changes section and set to Active to enable editing
-
Provide the field names for Start time, End time, Change State, Identifier and Change Summary
-
Under State Mapping, enter all valid change states under the four change state categories
-
If affected configuration items are desired in payload, check Affected CI’s
-
Set the Changes Endpoint to
https://integrations.bigpanda.io/servicenow/changes -
If all fields are to be displayed in BigPanda, scroll down to bottom and click Submit
For more information on the configuration fields please view the ServiceNow integration documentation.
Advanced Configuration
Hide Specific Change Properties in Console
By default BigPanda displays all properties from your ServiceNow change in the BigPanda Console. If you wish to hide certain properties you can use the hide field in the configuration. Each comma separated field will be hidden within the BigPanda console.
Note: These properties will still be available in the change metadata and usable during algorithmic correlation
Troubleshooting
The BigPanda App logs into the system log of ServiceNow. If no changes are making it to your BigPanda console, please review your ServiceNow logs for information on possible errors.
Configure the Integration
- In the ServiceNow application, navigate to BigPanda > Configuration.
- In the General section, enter the appropriate keys provided in the BigPanda Console Integration instructions.
| Field | Description |
|---|---|
| Bearer Token | Enter the BigPanda organization key. |
| API Key | Enter the BigPanda API key. |
| Incidents App Key | Enter the ServiceNow Incidents App Key here. You can obtain it from the BigPanda ServiceNow Incidents integration module. |
| Changes App Key | Enter the BigPanda Changes App Key. |
| Telemetry Enabled | Select this checkbox to enable exporting logging data in the integration and to receive troubleshooting and diagnostic assistance by BigPanda. |
| Telemetry Endpoint | Provide a URL for the telemetry option. |
- Configure the Changes section.
| Parameter | Description |
|---|---|
| Active | Select this checkbox to enable configuring the integration settings. |
| Start | ServiceNow field that determines when a Change starts. |
| End | ServiceNow field that will determine when the change is done or terminated. |
| State | ServiceNow field that will identify the State of the Change. |
| Identifier | ServiceNow field that uniquely identifies a change. |
| Summary | The ServiceNow field to populate the summary of a BigPanda Change |
| Planned | A comma-delimited list of ServiceNow States to map to the BigPanda Planned status. |
| In Progress | A comma-delimited list of ServiceNow States to map to the BigPanda In Progress status. |
| Done | A comma-delimited list of ServiceNow States to map to the BigPanda Done status. |
| Canceled | A comma-delimited list of ServiceNow States to map to the BigPanda Canceled status. |
| Affected CI's | An option (if enabled) to add any affected CI's for a particular change. This will be provided as a list of CI's to a BigPanda tag. |
| Change Task Table | By default, the Change Request Table is tracked. Selecting this checkbox will track the Change Task instead. |
| Hide | A comma-delimited list of ServiceNow fields that should not appear in the Changes Table in BigPanda. |
| Changes Endpoint | Provide the URL where ServiceNow can send ServiceNow Changes for processing. The Changes Endpoint is https://integrations.bigpanda.io/servicenow/changes |
Disable the Integration
You can stop sending change data to BigPanda but preserve your configuration settings by disabling the integration in ServiceNow.
- In the ServiceNow application, navigate to BigPanda > Configuration.
- In the Changes section, de-select the Active checkbox.
- Save the configuration.
Uninstall the Integration
Deleting an integration requires changes to both the integrated system and BigPanda. You must uninstall the integration on the integrated system and then delete the integration from BigPanda.
Warning
When replacing an existing integration with a new tool or system, we recommend configuring the new integration first to ensure no data is lost.
Stop sending data to BigPanda
Disable any settings that send data to BigPanda.
Within ServiceNow, navigate to System Applications > Applications.
- Click on the BigPanda app.
- Select the module you wish to delete and click the related Uninstall link.
- Click OK.
- 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 from BigPanda
- In BigPanda, navigate to the Integrations tab and select the desired integration from the list.
- 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 then be removed immediately.
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.
Updated about 2 months ago