ServiceNow - Changes

The ServiceNow Changes integration immediately notifies BigPanda of any new or updated
changes in your ServiceNow Change Management, ensuring these changes are available for use in the RCA process with BigPanda's Root Cause Changes feature.

Supported Versions:
Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul, Helsinki, Geneva, Fuji
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.

PropertyDescriptionAttributes
sys_idChange system idGenerates the ticket_url tag.
short_descriptionSummary of the Change RequestPopulates the summary tag.

Configuration Options Object

Below is the options object, located in the ServiceNow business rule, which is used to configure the integration. More details further down.

{
  "api_key": "BIGPANDA_USER_API_KEY", // your BigPanda API Key
  "app_key": "INTEGRATION_APP_KEY", // your BigPanda Integration App Key
  // Mapping of BigPanda change fields => ServiceNow Change Table Columns
  "fieldMapping": {
    "start": "SERVICENOW_START_COLUMN_NAME", 
    "end": "SERVICENOW_END_COLUMN_NAME",
    "state": "state", // default: "state", can be overridden
    "identifier": "sys_id", // default: "sys_id", can be overridden
    "summary": "short_description" // default: "short_description", can be overridden
   },
  // Mapping of BigPanda change states to ServiceNow state
  // these are general defaults, customizable to align with your environment
  "stateMapping": {
    "Planned": ["New", "Assess", "Authorize", "Scheduled"],
    "In Progress": ["Implement", "Review"],
    "Done": ["Closed"],
    "Canceled": ["Canceled"]
  },
  // Array of tags which should NOT appear in the BigPanda Changes UI
  "hide": ["HIDDEN_TAG_1", "HIDDEN_TAG_2"]
}

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Required Properties

All properties in the options object are required.

The only exception is the hide property.

Managing the Integration

Prerequisites

  • Admin access to ServiceNow.
  • Access to the ServiceNow Store.
  • Create and save a BigPanda API Key.
  • Create a ServiceNow Changes integration and save the app key.

Installing the Integration

Visit the ServiceNow Store to get the BigPanda application.

Setup

  1. Install the BigPanda ServiceNow app.
  2. Once installed, navigate to the Changes Module within BigPanda.
  3. Check the Active box to enable the Changes Module.
  4. Click on the Advanced tab to configure the Changes Module.
  5. In the options object, update the api_key and app_key with the correct values.
  6. Update the fieldMapping property. This property maps the BigPanda field (left side) to the name of the related field in your ServiceNow Change Management requests (right side). All of these fields need to be updated to the correct values for your ServiceNow instance.
  7. Update the stateMapping property. This property maps BigPanda states (left side) to the various states that are being used in your changes. Each BigPanda state can have various ServiceNow states mapped to it as an array of values.
  8. (optional) Update the Hide property. This property provides BigPanda with a list of ServiceNow change properties which should be hidden from view in the BigPanda Console.
    Note: These properties can still be used as part of the correlation rule.s
  9. Click Update to save your changes.

Disabling the Integration

  1. Within ServiceNow, navigate to the Changes Module within the BigPanda app.
  2. Uncheck the Active box to enable the Changes Module .
  3. Click Update to save your changes.

Uninstalling the Integration

You can uninstall the integration by uninstalling BigPanda. If you wish to keep the BigPanda installed for other functionality, but wish to disable the BigPanda application please see Disabling the Integration.

  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.

📘

Reference the ServiceNow Docs for complete uninstallation instructions.

Updated 2 months ago

ServiceNow - Changes


The ServiceNow Changes integration immediately notifies BigPanda of any new or updated
changes in your ServiceNow Change Management, ensuring these changes are available for use in the RCA process with BigPanda's Root Cause Changes feature.

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