ServiceNow Maintenance Plans

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

ServiceNow Maintenance Plans enables you to silence specific events during maintenance windows for planned changes or outages.

Supported VersionsTypeAuthentication Type
San Diego (v2.3+), Rome (v2.3+), Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, IstanbulAPIAPI 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.

Install the Integration

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

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.
FieldDescription
Bearer TokenEnter the BigPanda organization key here.
API KeyEnter 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
FieldDescription
Maintenance EndpointURL to send maintenance plans
  1. Configure Maintenance Plan Section for Change Request and/or Outage based maintenance plans

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Make sure to Save Configuration after completed

Configure the Change Request-based Integration

FieldDescriptionExample
ActiveA toggle to enable Change Request based Maintenance Plans for your integration
Change FilterOptional ServiceNow Encoded Query to filter which changes generate a maintenance plan.
Include Task DataCheckbox to include Task Data in plan.
Task FilterOptional ServiceNow Encoded Query to filter which Tasks are included in plan.
Task Cancel StatesComma delimited list of states that represent a canceled task.
Change StatesComma delimited list of all change states that will trigger a maintenance plan.Scheduled, Work in Progress, Closed Incomplete
Stop StatesComma delimited list of change states that represent a stopped change.Closed Complete
Cancel StatesComma delimited list of change states that represent a canceled change.Rolled Back
Start Field NameThe field name for the planned start of change.start_date
End Field NameThe field name for the planned end of change.
Affected CIs Table NameTable name to query for Affected Configuration Items.task_ci
Affected CIs QueryQuery performed on Affected CIs Table.task
NameTag name to match affected CIs
DefaultCheckbox to indicate this Tag is a default tag
ExactCheckbox 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)
ClassClass to map to maintenance condition
Maintenance ConditionsMaintenance 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

Example 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 “bondtrade_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"`

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 Maintenance Plan section, de-select 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.

Within ServiceNow, navigate to System Applications > Applications.

  1. Click on the BigPanda app.
  2. In the custom application record, click the related Uninstall link.
  3. Click OK.
  4. 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.