ServiceNow Incidents

Automatically create ServiceNow incidents from incidents in BigPanda.

Supported VersionsTypeAuthentication Type
Vancouver, Utah, Tokyo, San Diego (v2.3+), Rome (v2.3+), Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, IstanbulAPIUser API Key and Org Bearer Token

The ServiceNow integration enables you to synchronize ServiceNow incidents with corresponding incidents in BigPanda. Incidents are kept up-to-date in both platforms allowing you to continue working in ServiceNow while benefitting from BigPanda’s tools.

Key Features

  • Bidirectional updates: Changes in either BigPanda or ServiceNow are synchronized within the other platform. By default, information is updated every 15 seconds reducing latency synchronization to less than 5 minutes. As a result, you are provided with an up-to-date view of incidents in near real-time.

  • On-premise support: The ServiceNow Application pulls updates from the cloud, simplifying integrations with on-premise ServiceNow servers.

  • Incident resolution and reopening capabilities: You can configure settings so that when an incident is resolved in BigPanda, the corresponding incident is resolved in ServiceNow, and vice-versa. Additionally, you can enable that a reopened BigPanda incident reopens the corresponding ServiceNow incident or creates a new one.

  • Customization options: Customize the transformation of shared data, and implement custom logic within the ServiceNow workflow. See a full list of optional logic and updating fields in the ServiceNow Incidents - Advanced Customization documentation.

  • Retry logic: If a request to the ServiceNow API fails, BigPanda will retry up to 6 times with 15 minutes in between each attempt. After 5 attempts, the request is added to the DLQ. If the 6th attempt fails, BigPanda support will be notified. Status codes 501 and higher are supported, including the following error codes: ECONNRESET, EADDRINUSE, ECONNREFUSED, EPIPE, ENOTFOUND, ENETUNREACH, and EAI_AGAIN.

  • Error response communication: If a request fails to reach ServiceNow or receives an error from the ServiceNow incidents API, a comment is sent back to BigPanda to display this error message to the end user. The servicenow_link incident tag is also updated with the value error to reflect this, which can help to filter incidents that failed to create a ticket. If you’ve changed the incident tag name for a ServiceNow ticket link, please be sure to add a custom header called x-bp-config-responseIncidentTag to the integration in order to leverage the same field for error communication. If this header is unspecified, the default incident tag name of servicenow_link will be used.


The ServiceNow integration follows standard AutoShare rules for outbound shares.

Bi-directional sync is time based, and is in addition to the outbound sharing updates.

See Managing Incident Sharing for more information.

Install the Integration

Administrators can install the integration by following the on-screen instructions in BigPanda.


Required Migration (October 2021)

If you are attempting to upgrade an installation of the ServiceNow application and your integration was set up before October 2021, you may need to migrate your installation to support future updates.

To verify your migration status, navigate to System Applications > My Company Applications, find and select BigPanda and, in the subsequent menu screen, pay attention to the top left part of the menu. If your screen says Store Application - BigPanda, please perform the migration linked above. If it says Custom Application - BigPanda or you do not have a BigPanda application installed, you are free to proceed with the installation.

Configure the Integration in BigPanda


Ensure you complete step #4 or the integration will not work.

Skip step #3 if you are using ServiceNow on-premises.

  1. Create a new ServiceNow integration in BigPanda and give it a name
  2. Follow the instructions to create a BigPanda ServiceNow User.
  3. In the BigPanda under the Configure Integration Webhook section add the headers below.
  4. Click Configure Webhook.

Headers to Add

x-bp-config-servicenowUrlYour ServiceNow dashboard URL, eg.
x-bp-api-keyAn authorized User API Key
x-bp-config-servicenowUsernameUsername of the BigPanda account created in ServiceNow, eg. bigpanda
x-bp-config-servicenowPasswordPassword of the BigPanda account created in ServiceNow

Configure the Integration in ServiceNow

Application architecture

BigPanda ServiceNow Application Architecture (Incident module)

BigPanda ServiceNow Application Architecture (Incident module)

Disable Polling Script


Skip this section if you are using ServiceNow on-premises

  1. In ServiceNow from the left sidebar navigate to BigPanda > Changes > Retrieve Incidents Scheduled Job.
  2. Uncheck the Active box.
  3. Click Update to save your settings.

Configure the Incidents Module in the BigPanda Application

  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.
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 by BigPanda.
Telemetry EndpointProvide a URL for the telemetry option.
  1. Configure the Incidents section.
Incidents settings

Incidents settings

ActiveSelect this checkbox to enable configuring the integration settings.
Assignment GroupA group to which BigPanda assigns new ServiceNow incidents. For example, define “DevOps” as the assignment group.
Caller ID EmailA default email associated with a ServiceNow user calling in the incident. BigPanda searches for the caller’s details and populates the Caller ID field.
Opened By EmailA default email associated with a ServiceNow user who created the incident.

BigPanda searches for the user's details and populates the Opened By field.
CMDB CI FieldProvide an alert tag representing the physical server of your system, such as host, hostID, hostname. BigPanda searches for this tag in the payload and defines it as your configuration item.

For example, if you define the CMDB CI field as “host” then every time a new BigPanda incident is created, BigPanda searches for the host tag and populates this value in the configuration item field.
Resolved By EmailThe email address of the ServiceNow user that resolved the incident.
Primary AlertA single alert can be defined as the Primary Alert of the BigPanda incident. Provide a list of criteria for the alert you wish to be defined as the Primary Alert. BigPanda searches all alerts according to these values, in an order of preference from left to right, to find the Primary Alert. For example, the following default values: “status=critical, startedOn” classifies the Primary Alert as being the oldest alert having a critical status.

By default, values are sorted in ascending order, specifying the oldest alerts. If you want the Primary Alert to be the newest alert negate the field name to: “-startedOn.” Equality sorting criteria may use wildcards (*) when searching for matching values. Alerts are sorted in an order of preference. The values: “Status=critical, status=warning, startedOn” places all critical status alerts first followed by warning status.
Priority in Short DescriptionInclude the BigPanda priority Incident Tag in a ServiceNow ticket's Short Description
AIA in Short DescriptionInclude the AI-generated Incident Analysis Summary in a ServiceNow ticket's Description
Description Incident TagsA comma-separated list of BigPanda Incident Tags to include in a ServiceNow ticket's Description
Description Alert TagsA comma-separated list of BigPanda Alert Tags to include in a ServiceNow ticket's Description
Max alerts in DescriptionThe total number of alerts that can be included in a single ServiceNow ticket's Description
Add BigPanda links to descriptionInclude links to the BigPanda Incident, Preview, and Timeline in a ServiceNow ticket's Description
Add description to work notesAdd BigPanda's standard incident Description in the Work Notes for an incident to allow for other logic in Description
Show UI Action Button to Incident in BPAdd a button in ServiceNow Incident with an anchored link to BigPanda Incident
Show UI Action Button to Incident Timeline in BPAdd a button in ServiceNow Incident with an anchored link to BigPanda Incident Timeline
Resolve ServiceNow IncidentSelect this checkbox to automatically resolve ServiceNow incident when a corresponding incident is resolved in BigPanda.
Resolve BigPanda IncidentSelect this checkbox to automatically resolve the corresponding BigPanda incident when a ServiceNow incident is resolved.
Send Closure CodeSelect this checkbox if you want to send closure information about a resolved ServiceNow incident as a comment in the BigPanda incident.
Re-open ResolvedSelect this checkbox to enable a ServiceNow incident to be reopened when a BigPanda incident is reopened. Disable if you want to create a new ServiceNow incident when a BigPanda incident is reopened.
Re-open WindowIf you enabled the Re-open Resolved field, you can set the timeframe during which the ServiceNow incident can be reopened. Default time window is 30 minutes.
Update FieldsProvide a list of all ServiceNow fields you want to be updated when a ServiceNow incident is created in BigPanda. For example, list the description field as an update field in ServiceNow in order to see the description information provided by BigPanda.
Retrieval CountThe number of BigPanda incidents you want to retrieve at once can be adjusted. Default Retrieval Count is 20.
Retrieval EndpointProvide a URL where ServiceNow can retrieve BigPanda incidents.
Callback EndpointProvide a URL where ServiceNow can respond to a corresponding BigPanda incident.
Incident Tag MappingA table of BigPanda Incident Tags and ServiceNow Incident fields to sync.

In the BigPanda Incident Tag field, enter the name of the BigPanda incident tag, matching the case exactly. If you enter an incident tag name that does not match an existing tag in BigPanda, a new tag will be automatically created. Only Text type incident tags are supported

In the ServiceNow Incident Field, enter the ServiceNow Incident field that the BigPanda incident tag should map to.

The Sync Direction can be BP to SNOW, vice-versa, or bi-directional.

For a complete list of available fields, see ServiceNow Advanced Customization.

If you have not been granted Administrator access to the ServiceNow integration system, you can modify the integration through custom headers. To learn more, see Custom Headers.

(Optional) Exclude Properties from Update Sets

If you want to exclude certain system properties in one instance from overwriting values in another, you’ll need to set those properties to “private” in ServiceNow. Here’s how:

  1. Type sys_properties.list into the search bar to find the desired property.
  2. Select and open the property.
  3. Select the checkbox marked Private at the bottom of the screen.
ServiceNow System Property

ServiceNow System Property

This will prevent these properties from being exported when cloning or downloading an Update Set.


Recommended Private Properties

We recommend making the following properties private:

  • x_bip_panda.apiKey
  • x_bip_panda.bearerToken
  • x_bip_panda.changesAppKey
  • x_bip_panda.incidentsAppKey

Update the BigPanda ServiceNow Application

The latest BigPanda ServiceNow integration includes support for recent ServiceNow versions and additional functionality. Upgrading your integration allows you to take advantage of the latest functionality.

Updating the BigPanda ServiceNow app may involve different steps depending upon the version that you are currently running. See the Update the BigPanda ServiceNow App documentation for detailed instructions.

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

On the integrated system, disable any settings that send data to BigPanda.

Manually resolve any open alerts sent from the integration to remove the associated incidents from your incident feed. These incidents will not automatically resolve without an ok status from the original sending integration.

Stop Sending Data from BigPanda

In BigPanda, disable any settings that send data to the integrated system. This includes modifying or removing AutoShare rules or Environments that are tied to the integration.

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.