ServiceNow Changes

Supported Versions:
Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul

Type:
API

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.

How It Works


A business rule in the BigPanda ServiceNow app 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.

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.

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Upgrading the BigPanda App

If you are currently using the ServiceNow integration, download the latest version of BigPanda at the ServiceNow App Store.
If you are upgrading from a version of 1.x to 2.x, please follow the ServiceNow App Migration Guide.

Configure the Integration


  1. In the ServiceNow application, navigate to BigPanda > Configuration.
  2. In the General section, enter the appropriate keys provided in the BigPanda Console Integration instructions.

Field

Description

Bearer Token

Enter the BigPanda organization key here.

API Key

Enter the BigPanda API key here.

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 here.

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.

  1. 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.

Hide

A comma-delimited list of ServiceNow fields that should not appear in the Changes Table in BigPanda.

Changes Endpoint

Provide a URL where ServiceNow can send ServiceNow Changes to for processing.

Disabling the Integration


  1. In the ServiceNow application, navigate to BigPanda > Configuration.
  2. In the Changes section, de-select the Active checkbox
  3. Save the configuration

Uninstalling the BigPanda ServiceNow App


  1. Within ServiceNow, navigate to System Applications > Applications.
  2. Click on the BigPanda app.
  3. In the custom application record, click the related Uninstall link.
  4. Click OK.
  5. Confirm when the dialogue box appears.

Updated 5 months ago

ServiceNow Changes


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