ServiceNow CMDB

Send CMDB data from ServiceNow to enrich BigPanda incidents.

ServiceNow CMDB data can add key relevant business information to event enrichment, ensuring that operators have all the data they need to triage and remediate incidents.

The BigPanda ServiceNow CMDB integration works by configuring a scheduled job in your ServiceNow instance which calls a Script Includes when executed, passing along your configuration details.

The Script Includes then collects all rows from the specified tables and views and sends them to the BigPanda ServiceNow CMDB integration endpoint. The data is then processed and transformed into a BigPanda enrichment which is automatically uploaded to BigPanda and immediately starts enriching your incoming alerts with topology information from your ServiceNow CMDB.

Supported VersionsTypeAuthentication Type
Washington DC, Vancouver, Utah, Tokyo, San Diego, RomeAPIUser API Key and Org Bearer Token

Key Features

  • Enriches alerts in BigPanda with information from your ServiceNow CMDB.
  • Automatically detects enrichment schema from your ServiceNow data.
  • Automatically creates and manages Enrichments in BigPanda.
  • Easily send new tables or views from your ServiceNow CMDB to BigPanda.
  • Uses a native ServiceNow app to accelerate and simplify the setup process.

Install the Integration

Administrators can install the integration by following the on-screen instructions in BigPanda.


Upgrading 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. To streamline the migration, please follow the Migrate from the ServiceNow Store to the Update Set instructions.

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.
Bearer TokenEnter the BigPanda organization key.
API KeyEnter the BigPanda API key.
Incidents App KeyEnter the ServiceNow Incidents App Key. You can obtain it from the BigPanda ServiceNow Incidents integration module.
Change APIEnter the BigPanda Change API.
Telemetry EnabledSelect this checkbox to enable exporting logging data in the integration and to receive troubleshooting and diagnostic assistance with BigPanda.
Telemetry EndpointProvide a URL for the telemetry option.
  1. Configure the CMDB section.
The CMDB section

The CMDB section

ActiveSelect this checkbox to enable each table. Note that you can test adding a single new CMDB table by temporarily deactivating all other tables and views.
Table NameName of the table or view to export.
Table KeyThe key column. Make sure this column is indexed.
Exported ColumnsA comma-delimited list of all columns to export. Do not include the key column in this list.
Exported Override ColumnsA comma-delimited list of any columns that should replace values from an alert’s payload with the values defined in the CMDB tableSee Override Columns section below
BigPanda Map NameA custom name for the CMDB export within BigPanda.
Query FilterA query to filter out specific records. This can be obtained by creating the desired filter in the corresponding table view. After creating, right click on the filter link and select Copy Query.
Column MappingRename specific ServiceNow Columns when mapping within BigPanda.servicenow_column: new_name
hostnames: hosts
Aggregate MapCreates a one:many relationship leveraging the key column as the aggregate.See Aggregate Map section below
Add New ButtonIf you need to add an additional configuration row, click this button.
EndpointThe endpoint to send exported tables and/or views.

EU users may need to add an additional prefix
Page SizeThe number of records to send per page.
Max PagesThe max number of pages to send per export.
Max RetriesThe number of retries to attempt in the event that an export fails.
Retry IntervalThe number of seconds to wait between a previously failed export and a new export request.
Execution IntervalHours between updated ticketing data.


Exporting Frequency

It can take a while for the CMDB process to run, particularly for large tables or views.

Please ensure you're not sending the data too frequently, we suggest limiting it to a couple of times per day.

Aggregate Map

Like a GROUP BY in SQL, this toggle should be used whenever the values in the Table Key column contain multiple rows in other fields. Rather than only pulling in a single item, all possible values will be brought in via enrichment. This is a useful field when adding CI Relationship tables or other complex topology data to BigPanda.

For example:
The following SNOW relationship table:

parent [query key]type [result tag]child [result tag]
host_aRuns::Runs onapp_a
hypervisor_aRuns::Runs onhost_b

Will be aggregated in the BigPanda enrichment map into:

parent [query key]type [result tag]child [result tag]
host_a[Runs::Runs on, server_of][app_a, app_b]
hypervisor_a[server_of, Runs::Runs on][host_a, host_b]


A single array of result tags can only support 15 items

Exported Override Columns

Exported Override Columns determine whether a non-key column (result_tag) will replace values from an alert’s payload when it is also defined in the CMDB table.

For instance, if we take the above example and send an alert that includes parent=”host_a” and child=”app_a”, if “child” is an override column, the “child” tag’s value in BigPanda will be app_a, app_b instead of just app_a after being enriched by this CMDB table.

Disable the Integration

You can stop sending change data to BigPanda but preserve your configuration settings by disabling the integration in ServiceNow.

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

  1. Select the BigPanda app.
  2. In the custom application record, click the related Uninstall link.
  3. Click OK.
  4. Confirm when the dialogue box appears.

Delete the Integration from BigPanda

  1. In BigPanda, navigate to the Integrations tab and select the desired integration from the list.
  2. In the integration details on the right, click Delete Integration. A support message opens, pre-populated with a request to delete the selected integration.
  3. Press Enter to send the request.
  4. The BigPanda support team will remove the integration from the UI.

This procedure does not remove any data from BigPanda or the integrated system. As needed, remove data from each system before deleting the integration.