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Add the L1 Agent to ServiceNow

The L1 Agent analyzes real-time signals from your monitoring tools, service desk, and external dependencies to detect issues before they affect your business.

Add the BigPanda agent to ServiceNow so you can view rich context and take triage actions right where you manage incidents.

Install the Update Set

  1. Download the BigPanda-L1Agent-v*.xml file.

  2. Navigate to System Update Sets > Retrieved Update Sets (sys_remote_update_set_list.do).

  3. Under Related Links, select Import Update Set from XML and uploaded the downloaded file.

  4. Open the uploaded update set, and under Preview Update Set review if there are any errors. If there are any errors select Fix any errors.

  5. Click Commit Update Set.

Configure the JWT signing key

  1. Using a tool such as OpenSSL, generate an 256-bit HMAC shared secret (or use the one provided by BigPanda during onboarding):

    openssl rand -hex 32

  2. Change the Application Scope to the BigPanda L1 application

  3. In the navigator, navigate to System OAuth > JWT Keys (jwt_keystore_aliases.do) and open bigpanda_signing_key

  4. Paste the secret into the Signing Key field

  5. Click Update

Add the BigPanda Agent tab to the Incident form

  1. Change the Application Scope to the Global scope

  2. Open any Incident record

  3. Right-click the form header, then select Configure > Form Layout

  4. Under the dropdown in Form View > Section, select New

  5. Create a new section named "BigPanda Agent"

  6. In Form Layout > Available, scroll to find the new BigPanda Agent layout and select to add it to the new section

  7. Save the form layout

Verify

Reload any incident to validate that the BigPanda Agent tab now appears on the incident, and that the embedded iframe renders.

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