Supported Versions	Type	Authentication Type
Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul	API	API Key and 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. The integration allows you to configure parameters on the Configuration page for customization of the integration.

Key Features

Bidirectional updates: A change in either BigPanda or ServiceNow synchronizes all relevant data 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 at 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 that when an incident is resolved in BigPanda, the corresponding incident is resolved in ServiceNow, and vice-versa. In addition, 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.

Installing the Integration

Download the BigPanda application Update Set from the ServiceNow Developer Portal or Right Here.

Navigate to System Update Sets > Retrieved Update Sets
Under Related Links, click on Import Update Set from XML
Once imported the application should now be available from the Navigation Pane and Scope

Configuring the Integration in BigPanda

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Ensure you complete step #4 or the integration will not work.
Skip step #3 if you are using ServiceNow on-premises.

Create a new ServiceNow integration in BigPanda and give it a name
Follow the instructions for Create a BigPanda ServiceNow User below.
In the BigPanda under the Configure Integration Webhook section add the headers below.
Click Configure Webhook.

Headers to Add

Key	Value
`x-bp-config-servicenowUrl`	Your ServiceNow dashboard URL, eg. https://bigpanda.service-now.com
`x-bp-api-key`	An authorized User API Key
`x-bp-config-servicenowUsername`	Username of the BigPanda account created in ServiceNow, eg. bigpanda
`x-bp-config-servicenowPassword`	Password of the BigPanda account created in ServiceNow

Configuring the Integration in ServiceNow

Create a BigPanda ServiceNow User

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Skip this section if you are using ServiceNow on-premises

In ServiceNow, under User Administration > Users, click on New
Fill out the New User form (make sure to include the following fields):
- User ID - bigpanda
- First name - BigPanda
- Password - create a password of your choosing and save for later
Make sure that the Active checkbox is checked
Click on Submit
Find the user by writing bigpanda in the filter box above the User ID column
Go to Roles section (the first section) and click on Edit
Filter for x_bip_panda_user on the left table and then double click on it to move it to the right table
Click Save

Disable Polling Script

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Skip this section if you are using ServiceNow on-premises

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

Configure the Incidents Module in the BigPanda Application

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 here.
API Key	Enter the BigPanda API key here.
Incidents App Key	Enter the ServiceNow Incidents App Key here. You can obtain it from the BigPanda ServiceNow Incidents integration module.
Change API	Enter the BigPanda Change API here.
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 Incidents section.

Parameter	Description
Active	Select this checkbox to enable configuring the integration settings.
Assignment Group	A group to which BigPanda assigns new ServiceNow incidents. For example, define “DevOps” as the assignment group.
Caller ID Email	A 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 Email	A 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 Field	Provide 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 Email	The email address of the ServiceNow user that resolved the incident.
Primary Alert	A 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.
Resolve ServiceNow Incident	Select this checkbox to automatically resolve ServiceNow incident when a corresponding incident is resolved in BigPanda.
Resolve BigPanda Incident	Select this checkbox to automatically resolve the corresponding BigPanda incident when a ServiceNow incident is resolved.
Send Closure Code	Select this checkbox if you want to send closure information about a resolved ServiceNow incident as a comment in the BigPanda incident.
Re-open Resolved	Select 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 Window	If 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 Fields	Provide 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 Count	The number of BigPanda incidents you want to retrieve at once can be adjusted. Default Retrieval Count is 20.
Retrieval Endpoint	Provide a URL where ServiceNow can retrieve BigPanda incidents.
Callback Endpoint	Provide a URL where ServiceNow can respond to a corresponding BigPanda incident.
Incident Tag Mapping	A table of BigPanda Incident Tags and ServiceNow Incident fields to sync Note: For the ServiceNow Incident Fields, make sure to use the underlying field name and not the field label Ex: assignment_group

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.

Upgrading 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. Follow the instructions on the Migrating from the ServiceNow Store to the Update Set page to move to the latest version.

If you are upgrading from a version of 1.x to 2.x, please follow the ServiceNow App Migration Guide

Before you can use the integration, you must first configure it in both BigPanda and ServiceNow systems.