ServiceNow Maintenance Plans

The ServiceNow Maintenance Plan Integration allows the identification of infrastructure changes to reduce alert noise during maintenance windows.

Supported Versions

Type

Authentication Type

Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul

API

API Key and Bearer Token

Key Features


  • Suppress alerts from infrastructure undergoing maintenance and/or outage events
  • Use ServiceNow encoded queries to filter which changes generate a maintenance plan
  • Define which change states generate a plan
  • Optionally include task data, with optional filtering
  • Specify tag names to match against affected configuration items, supporting exact and wildcard matches.
  • Map classes to BigPanda maintenance conditions

How it works


The BigPanda ServiceNow Maintenance Plan integration has two independent methods to automatically generate a BigPanda maintenance plan using the BigPanda Maintenance Plan V2 API. The first method uses ServiceNow Change Requests and the second uses ServiceNow Outage Records as the source of a maintenance plan. Both methods have a separate configuration section and can be used individually or in combination.

Configure common fields

  1. In the ServiceNow application, navigate to BigPanda > Configuration.
  2. In the General section, the following fields are required to enable Maintenance Plans.

Field

Description

Bearer Token

Enter the BigPanda organization key here.

API Key

Enter the BigPanda API key here.

Note: All remaining General section fields are not required for Maintenance Plans to function.

  1. Configure the Common Maintenance Plan Section

Field

Description

Maintenance Endpoint

URL to send maintenance plans

  1. Configure Maintenance Plan Section for Change Request and/or Outage based maintenance plans

🚧

Make sure to Save Configuration after completed

Configure the Change Request-based Integration

Field

Description

Example

Active

A toggle to enable Change Request based Maintenance Plans for your integration

Change Filter

Optional ServiceNow encoded query to filter which changes generate a maintenance plan.

Include Task Data

Checkbox to include Task Data in plan.

Task Filter

Optional ServiceNow encoded query to filter which Tasks are included in plan.

Task Cancel States

Comma delimited list of states that represent a cancelled task.

Change States

Comma delimited list of all change states that will trigger a maintenance plan.

Scheduled, Work in Progress, Closed Incomplete

Stop States

Comma delimited list of change states that represent a stopped change.

Closed Complete

Cancel States

Comma delimited list of change states that represent a cancelled change.

Rolled Back

Start Field Name

The field name for the planned start of change.

start_date

End Field Name

The field name for the planned end of change.

Affected CIs Table Name

Table name to query for Affected Configuration Items.

task_ci

Affected CIs Query

Query performed on Affected CIs Table.

task

Name

Tag name to match affected CIs

Default

Checkbox to indicate this Tag is a default tag

Exact

Checkbox to indicate this Tag is to be matched exactly (unchecked will match if Tag Name is found within affected CI, ie host-01 would match a tag name host)

Class

Class to map to maintenance condition

Maintenance Conditions

Maintenance conditions that map to class

Configure the Outage-based Integration

Some customers would like to mark certain Configuration Items as “Under Maintenance” during an outage to suppress alerts and reduce the administration and ticket volume during outage periods. The following section explains how to configure the BigPanda integration to use the cmdb_ci_outage table to create Maintenance Plans.

Field

Description

Example

Active

A toggle to enable Outage-based Maintenance Plans for your integration

Outage Filter

Optional ServiceNow encoded query to filter which outages generate a maintenance plan.

active=true or install_status=1

Default End Time

The default number of hours for an outage-based maintenance period. Used only until an actual end time is sent.

2

Name

Which BigPanda tags will map to the Configuration Item field in the BigPanda Maintenance Plan

Default

Designate this Tag as a default tag. If the affected CI belongs to a class that isn't associated with a tag name above, this tag will apply.

If no class mappings are configured, it is best practice to set all tags as default.

Exact

Checkbox to indicate this Tag is to be matched exactly (unchecked will match if Tag Name is found within affected CI, ie host-01 would match a tag name host)

Class

If using ServiceNow Classes, this defines which mappings to apply to the current affected CI

app_name, host, associated_apps

Maintenance Conditions

Maintenance conditions that map to class

Configure the Outage-based Integration

Here’s an example with some data in the task_ci table and how these would map to maintenance plans in BigPanda given the configuration settings below.

Example task_ci TableExample task_ci Table

Example task_ci Table

Example Table MappingExample Table Mapping

Example Table Mapping

The “ANNIE-IBM” Configuration Item would use the following BPQL because it is of the Computer class: device="ANNIE-IBM"

The “Blackberry” Configuration Item would use the following BPQL because it is of the Business Service class: host="*Blackberry*" OR device="Blackberry"

The “bond_trade_aus” Configuration Item would use the following BPQL because it is of the Database class (and uses the default class mapping): host="*bond_trade_aus*"

Disabling the Integration


  1. In the ServiceNow application, navigate to BigPanda > Configuration.
  2. In the Maintenance Plan section, de-select the Active checkbox
  3. Save the configuration

Uninstall the BigPanda ServiceNow App


  1. Within ServiceNow, navigate to System Applications > Applications.
  2. Click on the BigPanda app.
  3. In the custom application record, click the related Uninstall link.
  4. Click OK.
  5. Confirm when the dialogue box appears.