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.
| Supported Versions | Type | Authentication Type |
|---|---|---|
| Vancouver, Utah, Tokyo, San Diego (v2.3+), Rome (v2.3+), Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul | API | User API Key and Org 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 on-screen instructions in BigPanda.
Update the BigPanda App
If you are currently using a version of the BigPanda ServiceNow application from the ServiceNow Store, you'll need to switch to the latest version from the ServiceNow Developer Page or downloadable here. To streamline the migration, please follow the Migrate from the ServiceNow Store to the Update Set instructions.
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 bearer token. |
| 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. |
| Change API | Enter the BigPanda Change API. |
| 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 | A ServiceNow field that determines when a Change starts |
| End | A ServiceNow field that will determine when the change is done or terminated. |
| State | A ServiceNow field that will identify the State of the Change. |
| Identifier | A 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.
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.
- In the custom application record, click the related Uninstall link.
- Click OK.
- Confirm when the dialogue box appears.
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, click Delete Integration. A support message opens, pre-populated with a request to delete the selected integration.
- Press Enter to send the request.
- The BigPanda support team will remove the integration from the UI.
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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 1 month ago