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ServiceNow Changes

The ServiceNow Changes app allows you to push change management data to BigPanda for RCC matching. Fields can be customized and adjusted to fit your incident management needs.

The BigPanda ServiceNow Changes app works using a business rule in the BigPanda ServiceNow app which is triggered by insertions, updates, and deletions in the ServiceNow Change Request table. The change data is then sent to BigPanda where it is processed and normalized according to the provided configuration. Finally, the prepared change record is sent to the BigPanda Console.

Key Features

  • Push any change management updates into BigPanda.

  • Map various request states to our Related Changes properties.

  • Customize the fields displayed in BigPanda's RCC table.

Data Models

BigPanda converts and organizes the change data from ServiceNow into tags.

Standard ServiceNow Properties

The ServiceNow fields below populate the Changes tags.

Property 

Description 

Attributes 

sys_id

Change system id

Generates the ticket_url tag.

short_description

Summary of the Change Request

Populates the summary tag.

Install the Integration

Administrators can install the integration by following the steps in the Install the ServiceNow Integration instructions.

Update the BigPanda App

If you are currently using an older version of the BigPanda ServiceNow application, you can upgrade to the latest functionality by following the instructions in the Update the BigPanda ServiceNow App documentation.

ServiceNow Changes

Create a BigPanda API Key

  1. Generate an API Key

  2. Note the API Key for use later in the setup

Install & Configure the BigPanda Application

  1. Download the BigPanda application Update Set from the ServiceNow Developer Portal

  2. Navigate to System Update Sets > Retrieved Update Sets

  3. Under Related Links, click on Import Update Set from XML

  4. Once imported the application should now be available from the Navigation Pane and Scope

  5. Select the Configuration page in the navigation pane

    NOTE: Make sure the BigPanda Scope is selected when making edits to the Configuration Page. Edits made outside of the BigPanda scope will not be saved.

  6. Enter your BigPanda org token in Bearer Token, the API key generated in Step 2 in API Key and the App key generated in Step 1 in Changes App Key

  7. Scroll down to the Changes section and set to Active to enable editing

  8. Provide the field names for Start time, End time, Change State, Identifier and Change Summary

  9. Under State Mapping, enter all valid change states under the four change state categories

  10. If affected configuration items are desired in payload, check Affected CI’s

  11. Set the Changes Endpoint to https://integrations.bigpanda.io/servicenow/changes

  12. If all fields are to be displayed in BigPanda, scroll down to bottom and click Submit

For more information on the configuration fields please view the ServiceNow integration documentation.

Advanced Configuration

Hide Specific Change Properties in Console

By default BigPanda displays all properties from your ServiceNow change in the BigPanda Console. If you wish to hide certain properties you can use the hide field in the configuration. Each comma separated field will be hidden within the BigPanda console.

Note: These properties will still be available in the change metadata and usable during algorithmic correlation

Troubleshooting

The BigPanda App logs into the system log of ServiceNow. If no changes are making it to your BigPanda console, please review your ServiceNow logs for information on possible errors.

Configure the Integration

  1. In the ServiceNow application, navigate to BigPanda > Configuration.

  2. In the General section, enter the appropriate keys provided in the BigPanda Console Integration instructions.

Field 

Description 

Bearer Token

Enter the BigPanda organization key.

API Key

Enter the BigPanda API key.

Incidents App Key

Enter the ServiceNow Incidents App Key here. You can obtain it from the BigPanda ServiceNow Incidents integration module.

Changes App Key

Enter the BigPanda Changes App Key.

Telemetry Enabled

Select this checkbox to enable exporting logging data in the integration and to receive troubleshooting and diagnostic assistance by BigPanda.

Telemetry Endpoint

Provide a URL for the telemetry option.

3. Configure the Changes section.

Parameter 

Description 

Active

Select this checkbox to enable configuring the integration settings.

Start

ServiceNow field that determines when a Change starts.

End

ServiceNow field that will determine when the change is done or terminated.

State

ServiceNow field that will identify the State of the Change.

Identifier

ServiceNow field that uniquely identifies a change.

Summary

The ServiceNow field to populate the summary of a BigPanda Change

Planned

A comma-delimited list of ServiceNow States to map to the BigPanda Planned status.

In Progress

A comma-delimited list of ServiceNow States to map to the BigPanda In Progress status.

Done

A comma-delimited list of ServiceNow States to map to the BigPanda Done status.

Canceled

A comma-delimited list of ServiceNow States to map to the BigPanda Canceled status.

Affected CI's

An option (if enabled) to add any affected CI's for a particular change. This will be provided as a list of CI's to a BigPanda tag.

Change Task Table

By default, the Change Request Table is tracked.

Selecting this checkbox will track the Change Task instead.

Hide

A comma-delimited list of ServiceNow fields that should not appear in the Changes Table in BigPanda.

Changes Endpoint

Provide the URL where ServiceNow can send ServiceNow Changes for processing.

The Changes Endpoint is https://integrations.bigpanda.io/servicenow/changes

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