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ServiceNow FAQ

Can multiple BigPanda organizations share one ServiceNow instance?

Yes. The v3 app supports unlimited BigPanda organizations from a single ServiceNow instance. Each organization requires its own configuration record, integration user, and credentials.

Where are credentials stored?

Credentials are stored as Password2 fields on the x_bip_panda_config table. They are encrypted at rest, never included in the config_json field, never logged, and never transmitted to the browser.

Which activities in BigPanda trigger an update to ServiceNow?

By default, changes to the incident status, assigned user, severity, tag values, and linked alerts trigger updates to ServiceNow. The set of fields that can be updated is controlled by the Update Fields setting on the Incidents module.

What data is sent to ServiceNow when BigPanda creates an incident?

BigPanda sends an incident payload that includes the incident ID, status, severity, all linked alerts, incident tags, and metadata such as environment and sender. The Transform Rules Engine and ShareIncident transform map determine which fields are written to the ServiceNow incident record.

Which tool triggers sending scheduled change data to BigPanda?

ServiceNow triggers sending change data. When a change request or change task transitions states, a business rule posts the change payload to BigPanda.

When is the CMDB enrichment data sent, and is the entire CMDB sent, or only the differential?

In CMDB v1 mode, the entire configured CMDB table set is sent on each scheduled sync. In CMDB v2 mode, only records that changed since the last sync are sent, based on hash-based change detection.

Which tool triggers sending maintenance plan data to BigPanda?

ServiceNow triggers sending maintenance plan data. Scheduled business rules post change-based and outage-based maintenance windows to BigPanda.

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