Configuring the Unified Data Connector for ServiceNow
The BigPanda Unified Data Connector (UDC) syncs data from ServiceNow to provide context and insights for AI Incident Assistant (Biggy), AI Incident Prevention, and AI Detection and Response. Ingested data is securely stored and made available in the IT Knowledge Graph, powering accurate answers, deep analytics, trend analysis, and advanced capabilities.
Provide your account team with ServiceNow credentials
Before your BigPanda team can get started, they will need the following basic credentials for your ServiceNow instance.
The ServiceNow instance name you want to use.
The username and password of the account used to access ServiceNow.
The time zone of your ServiceNow instance.
The user account provided must have at least read permission access to all of the tables to sync from ServiceNow. (You can read more about this in our ServiceNow Data Connector Setup documentation.)
Data requirements for ServiceNow UDC configuration
To leverage all of the BigPanda features that integrate with ServiceNow, you must ensure that your UDC configuration includes all required tables and fields. You can also configure additional custom tables and fields for added functionality and more robust contextual enrichment.
Required fields
All tables must include specific required fields to be ingested successfully. As long as these minimum requirements are met, you can include as many additional custom fields as you want.
Related tables
In every table, you can choose to include one or more related tables. (For example, if an incident has CIs, you can include the task_ci related table to collect them along with the incident.)
While many related tables are optional, Biggy requires the change_task and task_ci related tables for successful ingestion.
See our documentation on Related Tables for a list of common related tables and their join fields.
Required tables for ServiceNow UDC configurations
Some features require more tables than others, but we strongly recommend including all of these core tables for all features. Broader datasets allow BigPanda to provide comprehensive context, better analysis, and more accurate answers.
ServiceNow table | Required fields | Required for feature |
|---|---|---|
change_request | sys_id sys_created_on sys_updated_on sys_created_by sys_updated_by number | Biggy |
change_task | sys_id sys_created_on sys_updated_on sys_created_by sys_updated_by change_request | Biggy (required as related table) |
cmdb_ci | sys_id sys_created_on sys_updated_on sys_created_by sys_updated_by name | Biggy |
incident | affected_service assigned_to assignment_group brand_category business_duration business_impact caller_id category caused_by close_code close_notes cmdb_ci contact_type impact knowledge location made_sla number opened_by parent_incident priority problem_id reassignment_count reopen_count resolved_at resolved_by short_description state subcategory sys_created_by sys_created_on sys_id sys_updated_by sys_updated_on urgency work_notes x_bip_panda_bigpanda_id | Biggy Service Desk Correlation Historical Incidents |
kb_knowledge | sys_id sys_created_on sys_updated_on sys_created_by sys_updated_by number | Biggy |
problem | sys_id sys_created_on sys_updated_on sys_created_by sys_updated_by number | Biggy |
task_ci | sys_id sys_created_on sys_updated_on sys_created_by sys_updated_by task | Biggy Service Desk Correlation (required as related table) |
Recommended tables for ServiceNow UDC configurations
The following tables are not required for any basic functions, but are highly recommended for improving contextual functions.
ServiceNow table | Required fields |
|---|---|
sys_attachment | sys_id sys_created_on sys_updated_on sys_created_by sys_updated_by |
sys_attachment_doc | sys_id sys_created_on sys_updated_on sys_created_by sys_updated_by position |
sys_user | sys_id sys_created_on sys_updated_on sys_created_by sys_updated_by user_name |
sys_user_group | sys_id sys_created_on sys_updated_on sys_created_by sys_updated_by name |
task | sys_id sys_created_on sys_updated_on sys_created_by sys_updated_by number |
Custom tables in ServiceNow UDC configurations
As long as all required tables are included, you can ingest as many additional and custom tables as you want. If you choose to ingest custom tables, they must include the following minimum required fields:
sys_id
sys_created_on
sys_updated_on
sys_created_by
sys_updated_by
If you have questions about ingesting custom tables, reach out to your BigPanda account team.