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 VersionsTypeAuthentication Type
Tokyo, San Diego (v2.3+), Rome (v2.3+)APIUser 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.

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Update the BigPanda App

To use this feature, you must upgrade to version 2.5 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

  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.
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 by BigPanda.
Telemetry EndpointProvide a URL for the telemetry option.
  1. Configure the Incident Reports section.
The Incident Reports Section

The Incident Reports Section

ParameterDescription
Execution IntervalSelect this checkbox to enable configuring the integration settings.
Incident priority fieldA ServiceNow field that determines when a Change starts
Incident assignment group fieldA ServiceNow field that will determine when the change is done or terminated.
Incident caller fieldA ServiceNow field that denotes how a ticket was opened.
Incident start fieldA ServiceNow field that will identify the State of the Change.
Incident end fieldA ServiceNow field that uniquely identifies a change.
Additional FieldsExtra fields that can be valuable when performing analysis of historical ServiceNow tickets.
EndpointThe ServiceNow field to populate the summary of a BigPanda Change

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 Incident Reports section, deselect 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.

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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.

  1. Within ServiceNow, navigate to System Applications > Applications.
  2. Select the BigPanda app.
  3. In the custom application record, click the related Uninstall link.
  4. Click OK.
  5. 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.