BigPanda - ServiceNow v3.0 store app
Assistance required
The BigPanda - ServiceNow v3 integration includes major architectural changes, including new security roles, and deprecated API patterns. The upgrade process must be planned and coordinated with your BigPanda account team.
Contact your BigPanda account team to discuss next steps to upgrade to a 3.x integration version.
The BigPanda ServiceNow integration v3.0 is now available on the ServiceNow Store. This is a complete rebuild of the integration, certified by ServiceNow, that brings significant performance, security, and functionality improvements to your incident management workflows.
Key features
Faster incident creation - Alert processing is 94% faster, reducing the alert to ServiceNow ticket time from minutes to seconds. For high-volume environments, this means your team sees incidents sooner and can respond faster.
Lower impact on your ServiceNow instance - Intelligent caching and batch database operations reduce load on your ServiceNow instance by 90%, freeing up resources for other business-critical applications.
Stronger security posture - The v3 app meets ServiceNow Store certification standards, including encrypted credential storage, role-based access control, and full audit logging. All API credentials are stored using Password2 encryption.
Multi-organization support - Connect multiple BigPanda organizations to a single ServiceNow instance. This is ideal for enterprises managing separate business units, regional teams, or staging and production environments from one ServiceNow deployment.
Configuration with confidence - A new configuration interface provides version history, change comparison, and one-click rollback. You can review exactly what changed between versions and revert instantly if needed.
Supported versions
BigPanda App Version | ServiceNow Platform | Status |
|---|---|---|
v3.0.0+ | Xanadu or later | Current (recommended) |
v2.9.1 -2.9.3 | Yokohama, Xanadu, Washington, Vancouver, Utah, Tokyo, San Diego, Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul | Developer Store App |
< v2.9.0 | Yokohama, Xanadu, Washington, Vancouver, Utah, Tokyo, San Diego, Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul | End of life — March 1, 2026 |
An active ITSM license is required for all versions.
Key Improvements
Incident management
Bi-directional incident sync with configurable 15-second polling intervals.
Parent-child incident hierarchies for multi-alert grouping.
Incident task consolidation by assignment group.
Configurable tag sync direction (to BigPanda, ServiceNow, or both).
Flapping and snooze state handling.
AI-powered features
Automated Incident Analysis (AIA) summaries added to incident descriptions.
Root Cause Changes (RCC) correlation linking incidents to related change requests.
Similar Incidents detection using machine learning.
CMDB enrichment
CMDB v2 delta sync with hash-based change detection, sending only what changed instead of full table exports.
Automatic stale mapping recovery when BigPanda-side mappings are deleted.
Rate-limit handling with exponential backoff for large CMDB environments.
Changes and maintenance
Change request and change task data forwarded to BigPanda for root cause analysis.
Maintenance plans from both change requests and outage records.
CI resolution with a four-level fallback chain.
Transform rules engine
A no-code rules engine for customizing incident field mappings during import.
Condition-based logic with operators like equals, contains, regex, and more.
Actions include setting fields, setting tags, skipping records, and adding work notes.
Dry-run mode for testing rules before enabling them.
Operational improvements
Built-in automated testing framework to verify connectivity and data flow.
Comprehensive logging with configurable log levels (ERROR, WARN, INFO, DEBUG).
Privacy compliance module for GDPR and CCPA requirements.
Upgrade overview
Your existing configuration values are automatically migrated from system properties to the new versioned configuration table.
Three fix scripts run automatically to handle migration, artifact cleanup, and default population.
All credential values are re-encrypted using Password2 encryption.
Your existing transform map customizations are preserved.
For detailed technical configuration, see the ServiceNow v3 data requirements documentation.