ServiceNow Incident Reports
ServiceNow Incident Reports allows you to push incident data into BigPanda for analysis in Unified Analytics.
The ServiceNow Incident Reports feature allows you to push incident data into BigPanda for analysis in Unified Analytics. Fields can be customized and adjusted if you rely on properties that differ from BigPanda’s standards.
| Supported Versions | Type | Authentication Type |
|---|---|---|
| Utah, Tokyo, San Diego (v2.3+), Rome (v2.3+) | API | User API Key and Org Bearer Token |
Key Features
- Export both historical and new SNOW Incident Data into BigPanda
- Customize the fields used when generating these reports and frequency of updates.
- Build reports in Unified Analytics that explore incident MTTR by Priority or Assignment Group, both before and after BigPanda.
How it Works
At the requested interval, BigPanda will perform a download of all Incidents present in ServiceNow. That data will be exported to a BigPanda-owned S3 bucket, which will then be delivered to BigPanda’s data warehouse and available for reporting in Unified Analytics.
Install the Integration
Administrators can install the integration by following the on-screen instructions in BigPanda.
Update the BigPanda App
To use this feature, you must upgrade to version 2.8 of the BigPanda ServiceNow application.
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 or downloadable here. 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 bearer token. |
| 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 by BigPanda. |
| Telemetry Endpoint | Provide a URL for the telemetry option. |
- Configure the Incident Reports section.
The Incident Reports Section
| Parameter | Description |
|---|---|
| Active | Select this checkbox to enable the Incident Reports feature |
| Incident priority field | A ServiceNow field that identifies an incident’s priority |
| Incident assignment group field | A ServiceNow field that identifies an incident’s assignment group |
| Incident caller field | A ServiceNow field that denotes how a ticket was opened |
| Incident start field | A ServiceNow field that identifies when an incident started |
| Incident end field | A ServiceNow field that identifies when an incident ends |
| Additional Fields | Extra fields that can be valuable when performing analysis of historical ServiceNow tickets |
| Endpoint | The destination area to send ServiceNow ticketing data to (this will only be changed for EU-based customers) |
| Execution Interval | Hours between updated ticketing data |
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 Incident Reports section, deselect 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.
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.
- Select the BigPanda app.
- In the custom application record, click the related Uninstall link.
- Click OK.
- Confirm when the dialogue box appears.
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, click Delete Integration. A support message opens, pre-populated with a request to delete the selected integration.
- Press Enter to send the request.
- 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.
Updated 3 months ago