ServiceNow CMDB
Send CMDB data from ServiceNow to enrich BigPanda incidents.
ServiceNow CMDB
You can configure ServiceNow CMDB tables to send to BigPanda for event enrichment.
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 Versions
| BigPanda Integration Version | ServiceNow Versions | Authentication Type |
|---|---|---|
| v2.8+ | Xanadu, Washington, Vancouver, Utah, Tokyo, San Diego, Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul | API Key and Bearer Token |
| v2.3-2.7 | Washington, Vancouver, Utah, Tokyo, San Diego, Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul | API Key and Bearer Token |
| <v2.3 | Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul | API 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.
Install the Integration
Administrators can install the integration by following the steps in the Install the ServiceNow Integration instructions.
Update the BigPanda App
If you are currently using an older version of the BigPanda ServiceNow application, you can upgrade to the latest functionality by following the instructions in the Update the BigPanda ServiceNow App documentation.
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
- 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 key. |
| API Key | Enter the BigPanda API key. |
| Incidents App Key | Enter the ServiceNow Incidents App Key. 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 with BigPanda. |
| Telemetry Endpoint | Provide a URL for the telemetry option. |
- Configure the CMDB section.
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| 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 | Choose specific ServiceNow Columns to rename 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 this button. | |
| Endpoint | The endpoint to send exported tables and/or views. EU users may need to add an additional prefix | |
| 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. |
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_a | Runs::Runs on | app_a |
| host_a | server_of | app_b |
| hypervisor_a | server_of | host_a |
| hypervisor_a | Runs::Runs on | host_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.
- In the ServiceNow application, navigate to BigPanda > Configuration.
- In the CMDB 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.
Warning
When replacing an existing integration with a new tool or system, we recommend configuring the new integration first to ensure no data is lost.
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.
- Select the module you wish to delete and click the related Uninstall link.
- Click OK.
- Confirm when the dialogue box appears.
Process will Vary
Coordinate with your system architects to ensure that any changes to your ServiceNow integration follows your organizational processes and policies. If you have questions about downstream impacts within BigPanda, please reach out to your account team.
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 of the page, click the trash icon, then confirm you want to delete the integration. The integration will then be removed immediately.
Data removal
This procedure does not remove any data from BigPanda or the integrated system. As needed, remove data from each system before deleting the integration.
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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 2 months ago