ServiceNow CMDB

Once you have installed the ServiceNow Integration, you can configure CMDB tables to add topology information to incoming alerts

Supported VersionsTypeAuthentication Type
Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul, San DiegoAPIAPI Key and 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.

How it Works


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. There the data is 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.

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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 Migrating from the ServiceNow Store to the Update Set instructions.

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.
FieldDescription
Bearer TokenEnter the BigPanda organization key here.
API KeyEnter the BigPanda API key here.
Incidents App KeyEnter the ServiceNow Incidents App Key here. You can obtain it from the BigPanda ServiceNow Incidents integration module.
Change APIEnter the BigPanda Change API here.
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.

Parameter

Description

Example

Active

Select this checkbox to enable CMDB configuration.

Table Name

Name of the table or view to export.

Table Key

The key column. Make sure this column is indexed.

Exported Columns

A comma-delimited list of all columns to export. Do not include the key column in this list.

Exported Override Columns

A comma-delimited list of any columns that should replace values from an alert’s payload with the values defined in the CMDB table

See Override Columns section below

BigPanda Map Name

A custom name for the CMDB export within BigPanda.

Query Filter

A query to filter out specific records.

Column Mapping

Rename specific ServiceNow Columns when mapping within BigPanda.

servicenow_column: new_name
hostnames: hosts

Aggregate Map

Creates a one:many relationship leveraging the key column as the aggregate.

See Aggregate Map section below

Add New Button

If you need to add an additional configuration row, click on this button.

Endpoint

The endpoint to send exported tables and/or views.

Page Size

The number of records to send per page.

Max Pages

The max number of pages to send per export.

Max Retries

The number of retries to attempt in the event that an export fails.

Retry Interval

The number of seconds to wait between a previously failed export and a new export request.

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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
host_aserver_ofapp_b
hypervisor_aserver_ofhost_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]

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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.

Disabling the Integration


  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 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.