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BigPanda Callback Service

The callback service allows BigPanda to verify that an entity (ticket, page, message, etc.) has been successfully created in the target system and that a bidirectional sync has been established.

This service is optional, but highly recommended. It will confirm your integration is configured correctly and prevent any updates from being lost.

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BigPanda callback service

When the callback service is enabled, BigPanda will await an API call from the integrated application before sending any incident updates, such as new alerts or alert state changes.

While waiting for a callback, further updates from BigPanda will be “locked” and will not be posted until a response has been received, thus “unlocking” the incident on BigPanda’s side.

Incident updates (additional correlated alerts, incident tag updates, etc.) are queued while BigPanda waits for the incident to be unlocked. If no API call is performed, the share will unlock after 5 minutes and any queued updates will populate.

Optional Feature

The callback service does not have to be enabled for your integration to work. However, if the service is not enabled and updates are sent from BigPanda to an outbound integration while a ticket is being created, it's possible that those updates will be dropped.

Enable the Callback Service

Limited Availability

This feature is available in a limited release. If you are interested in enabling this functionality for your organization, contact your BigPanda account team.

Administrators can enable the callback service for Notifications Webhook integrations by checking the box during the integration installation process.

For the callback service to function properly, your API call must include an Authorization header with a User API Key, event type, incident id, and the app key:

Example Callback Call:

curl -request POST \
	-url https://api.bigpanda.io/resources/v2.1/outbound/callback \
	-header 'Content-Type: application/json' \
  -header 'Authorization: Bearer <User API Key>' \
  -data '{ 
    "event_type": "incident#new",
    "incident_id": "",
    "app_key": ""
  }'

Example EU Callback Call:

curl -request POST \
	-url https://eu-api.bigpanda.io/resources/v2.1/outbound/callback \
	-header 'Content-Type: application/json' \
  -header 'Authorization: Bearer <ORG TOKEN>' \
  -data '{ 
    "event_type": "incident#new",
    "incident_id": "",
    "app_key": ""
  }'

Example Response:

{
    "status": 200,
    "data": {}
}

Event Types

The callback service currently works only with the following event types, which will trigger as defined by your environment’s AutoShare rules:

Event Type

Description

incident#new

A new incident is created in BigPanda.

incident#comment

Comment made on an incident in BigPanda. 

incident#closed

Incident resolved in BigPanda

incident-tag#upserted

A change was made to an incident tag.

Disable the Callback Service

  1. In BigPanda, navigate to the Integrations tab and select the desired integration from the list.

  2. In the integration details on the right, select Configuration.

  3. In Setup Instructions, scroll down to the Enable Callback Service step.

  4. Uncheck the Enable callback service box.

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