Biggy Assist for ServiceNow

Application Scope	Application Version	Authentication Type
`x_bip_biggy_assist`	1.0.0	API Key (Bearer token)

Biggy Assist is a scoped ServiceNow application published by BigPanda that brings AI Incident Assistant directly into the ServiceNow Now Assist panel. It gives IT operators a natural-language, conversational interaction with AI Incident Assistant without leaving the ServiceNow interface.

When you type a prompt that contains the keyword Biggy in the Now Assist panel, Biggy Assist routes the request through a purpose-built AI Agent built on ServiceNow's AI Agent Studio to the AI Incident Assistant API. AI Incident Assistant's response is then returned in the Now Assist panel.

Key features

Conversational access to AI Incident Assistant through the ServiceNow Now Assist panel.
Automatic passing of active record context, such as table, sys_id, and selected fields, to AI Incident Assistant when relevant.
Admin-configurable connection credentials, response format, logging, and conversation log retention.
Guided setup module that walks administrators through first-time configuration.
Conversation log table for auditing interactions between users and AI Incident Assistant.
An optional Major Incident Management (MIM) agent for triggering BigPanda MIM execution workflows from the Now Assist panel.

Before you start

Before installing Biggy Assist, confirm that the target ServiceNow instance has the required plugins, custom tables, and roles described below.

Required plugins and products

The following ServiceNow plugins and licenses must be active on the target instance to use Biggy Assist.

Plugin or product	Notes
Now Assist for IT Service Management (ITSM), or another Now Assist product	Required for the Now Assist panel. Request activation through the ServiceNow store or your account team. Build partners may need to complete a request form.
Now Assist Admin Console	Required for activating the Now Assist panel.
Now Assist for Creator	Required for configuring the AI Agents and Agent Workflows included in Biggy Assist.
Now Assist AI Agents	Required for the AI Agent Studio and the Agentic Workflow that powers the Biggy routing logic. This may be labeled "Now Assist AI Agents (Restricted)" during activation.

Custom tables

Biggy Assist includes two custom scoped tables that are created automatically when the application is installed.

Table name	Purpose
`x_bip_biggy_assist_connector`	Stores the Biggy Assist Connector records that link to the Connections and Credentials alias and the HTTP connection for the AI Incident Assistant API.
`x_bip_biggy_assist_conversation_log`	Logs each AI Incident Assistant interaction, including the user prompt, the final prompt sent to AI Incident Assistant, AI Incident Assistant's output, the thread ID, duration, request status, and any error messages.

Required roles

Assign the following roles to your administrators and end users.

Role	Audience	Purpose
`x_bip_biggy_assist.admin`	Admins	Administrative access to Biggy Assist configuration and settings.
`x_bip_biggy_assist.user`	End users	Basic access to use Biggy Assist through the Now Assist panel.
`x_bip_biggy_assist.connector_user`	Admins	Access to view and manage Biggy Assist Connector records. This role is included in `x_bip_biggy_assist.admin`.
`sn_aia.viewer` (minimum) or `sn_aia.admin`	Admins	Required for viewing and configuring the AI Incident Assistant Agent and Agentic Workflow in AI Agent Studio.
`connection_admin`	Admins	Required for creating and managing Connection and Credential records.
`now_assist_panel_user`	Admins and end users	Required for interacting with the Now Assist panel.

Integration components

Component	Value
External system	Biggy AI (BigPanda)
API endpoint (base URL)	`https://api.biggy.io`
Endpoints	`https://api.biggy.io/query`, `https://api.biggy.io/mim/execute`
Authentication method	API Key (Bearer token through the HTTP `Authorization` header)
Connection type	HTTP(s) through ServiceNow Connections and Credentials
Connection Alias	`x_bip_biggy_assist.Biggy_Agent`
Integration trigger	A user prompt in the Now Assist panel that contains the keyword `Biggy`
Integration protocol	REST (outbound from ServiceNow to the Biggy API)

Integration user setup

Biggy Assist uses an API key credential, rather than a user account, to authenticate with the Biggy API. No dedicated ServiceNow integration user is required for the outbound connection to Biggy.

To obtain an API key:

A Biggy organization administrator logs in to the Biggy AI web app at https://app.biggy.io.
Go to Configuration > Biggy API.
Generate a new API key and share it securely with the ServiceNow administrator performing the installation.

The API key is stored securely in ServiceNow through the Connections and Credentials framework and is never stored in plain text in system properties.

Configure Biggy Assist

After you install the Biggy Assist application, complete the steps below to finish configuration. A Guided Setup module is also included in the application. To open it, go to Biggy Assist > Configuration > Guided Setup.

Assign user roles

Before you configure the connection, make sure the appropriate roles are assigned to every administrator and end user who will use the application.

For Biggy Assist admins, assign all of the following roles:

Role	Use
`x_bip_biggy_assist.admin`	Administrative access to Biggy Assist configuration and settings.
`x_bip_biggy_assist.connector_user`	Access to view and manage Biggy Assist Connector records. This role is included in `x_bip_biggy_assist.admin`.
`sn_aia.viewer` (minimum) or `sn_aia.admin`	Required for viewing and configuring the AI Incident Assistant Agent and Agentic Workflow in AI Agent Studio.
`connection_admin`	Required for creating and managing Connection and Credential records.
`now_assist_panel_user`	Required for interacting with the Now Assist panel.

For Biggy Assist end users, assign:

Role	Use
`x_bip_biggy_assist.user`	Basic access to use Biggy Assist through the Now Assist panel.
`now_assist_panel_user`	Required for interacting with the Now Assist panel.

Configure the connection to AI Incident Assistant

Biggy Assist connects to the AI Incident Assistant API using the ServiceNow connections and credentials framework. Complete the following in order:

Retrieve your AI Incident Assistant API key

Log in to the AI Incident Assistant Web App.
Go to Configuration > Biggy API.
Click + Create API Key.
Enter a Key Name, Description (optional), and select an Expiration.
Copy the API Key.

Create an API Key credential record

In ServiceNow, go to Connections and Credentials > Credentialsand create a new API Key Credential with the following values.

Field	Value
Name	Biggy API Key
API Key Header Name	Authorization
API Key Prefix	Bearer
API Key	<your_api_key> (paste the API key from step 2.1)

Prefilled link

A prefilled link is available from the Guided Setup module to simplify this step.

Create an HTTP(s) Connection record

Go to Connections and Credentials > Connections and create a new HTTP(s) Connection with the following values.

Field	Value
Name	Biggy
Credential	Select the API Key Credential record created in step 2.2.
Connection Alias	x_bip_biggy_assist.Biggy_Agent
Connection URL	https://api.biggy.io
Host	api.biggy.io

Create a Biggy Assist Connector record

Go to Biggy Assist > Connection > Biggy Assist Connectors, or use the Guided Setup link, and create a new Connector record with the following values.

Field	Value
Name	Biggy AI Agent
Default	Selected (true)
HTTP(s) Connection	Select the HTTP Connection record created in step 2.3.

Review application settings

After the connection is configured, review and adjust the application's system properties as needed. Navigate to Biggy Assist > Configuration > Settings, or open the system properties page directly.

The following properties are available:

Field name	Property name	Default	Description
Prepended Tagline	`x_bip_biggy_assist.conversation.prepended_tagline`	`Response generated by BigPanda:\n\n`	A markdown tagline prepended to the beginning of every response returned from AI Incident Assistant. Modify this value to change the attribution message.
Response Fields Passed to Biggy	`x_bip_biggy_assist.conversation.record_fields_passed`	`{"incident": "caller_id,number,state,..."}`	A JSON object that defines which fields to pass to AI Incident Assistant for each table. Tables that are not listed send only `sys_class_name`, `sys_id`, and `number`.
Conversation Log Retention	`x_bip_biggy_assist.conversation_log.retention_days`	`30`	The number of days to retain Conversation Log records before they are automatically deleted.
MIM Communication Entity ID	`x_bip_biggy_assist.mim_execution.entity_id`	(empty)	The BigPanda communication entity ID to use when triggering Major Incident Management (MIM) execution from the Now Assist panel. This value identifies the entity used to provision Slack and Teams channels and bridge call resources during MIM execution. Only required if you plan to use the Major Incident Management (MIM) agent. Contact your BigPanda Account team to receive this ID.
MIM Communication Template ID	`x_bip_biggy_assist.mim_execution.template_id`	(empty)	The BigPanda MIM template ID to use when triggering MIM execution from the Now Assist panel. his identifies the MIM execution template that defines the workflow steps, notification recipients, and escalation paths for major incidents. Only required if you plan to use the Major Incident Management (MIM) agent. Contact your BigPanda Account team to receive this ID..

MIM properties

Both MIM properties are accessible only to users with the x_bip_biggy_assist.admin role. MIM Agent access for end users is controlled through the existing x_bip_biggy_assist.user role through Agent Access Role Configuration, so no additional roles are required.

After both properties are saved, the AI Incident Assistant MIM Agent becomes available to authorized users in the Now Assist panel.

Test the integration

After configuration is complete, follow the steps below to verify that the integration is working correctly.

Verify the Connector record

Go to Biggy Assist > Connection > Biggy Assist Connectors.
Confirm that a Connector record named Biggy AI Agent exists and is marked as the default connector.
Open the record and verify that the HTTP(s) Connection field references the correct connection record.
Click the Test the connector related link to confirm that the connection to Biggy has been properly established.

Test the Now Assist integration

Open any Incident record in ServiceNow.
Open the Now Assist panel.
Type a prompt that contains the keyword Biggy. For example:
- Biggy, are there any outages impacting the Miami DC?
- Biggy, start a MIM for this incident
Confirm that the Now Assist panel shows a response from Biggy Assist.
Go to Biggy Assist > Biggy Conversation Logs and confirm that a new log record was created for the interaction.

Review logs

Biggy Assist includes built-in logging controls. To review application logs:

Go to System Logs > System Log > Application Logs in ServiceNow.
Filter by the source scope x_bip_biggy_assist to see Biggy Assist-specific entries.
Adjust the x_bip_biggy_assist.logging_level system property to increase verbosity if needed.

Troubleshooting

The following table covers common issues and their recommended resolutions.

Symptom	Recommended resolution
No response appears in the Now Assist panel when the keyword `Biggy` is used.	Verify in the ServiceNow AI Agent Studio that the Activate Biggy Agent agentic workflow is published and active. Confirm that the user has the `now_assist_panel_user` and `x_bip_biggy_assist.user` roles.
The log shows the error `The Biggy Assist connection was unable to retrieve a successful response`.	Check the HTTP(s) Connection record and confirm that the connection URL (`https://api.biggy.io`) and API key are correct and have not expired. Verify network connectivity from the ServiceNow instance to `api.biggy.io`. Also verify that the instance IP address is allowlisted on BigPanda's end.
Conversation Log records are not being created.	Confirm that the user has the `x_bip_biggy_assist.user` role. Review the System Log for any errors related to the Biggy Agent flow.
Record context is not being passed to Biggy.	Review the `x_bip_biggy_assist.conversation.record_fields_passed` property and make sure the table name is listed. The user must be viewing an active record when prompting Biggy.

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