ServiceNow FAQ
The BigPanda ServiceNow integration offers the flexibility and complexity to meet your tool needs, using 4 functional components: Incidents, Changes, CMDB, and Maintenance.
Read below to answer common questions and help you configure each component of the ServiceNow Integration to fit BigPanda's best practice recommendations.
General
Supported Versions | Type | Authentication Type |
|---|---|---|
Utah, Tokyo, San Diego (v2.3+), Rome (v2.3+), Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul | API | API Key and Bearer Token |
ServiceNow BigPanda application version
To see what version of the ServiceNow BigPanda Application you are using, within ServiceNow, navigate to System Applications > My Company Applications. Find the BigPanda application in the list. The version number will be on the left side of the application tile.
Where is the BigPanda configuration data stored?
All configuration inputs are stored as system properties for the application. There isn't a table with this data.
Incidents
The ServiceNow Incidents Integration allows you to automatically create ServiceNow incidents based on high-level BigPanda incidents. Synchronization between BigPanda and ServiceNow is maintained for the lifetime of the incidents.
Learn more in the ServiceNow Incidents documentation.
Which Activities in BigPanda trigger an update to ServiceNow?
Autoticketing with ServiceNow occurs when:
An incident is created (this prompts initial ticket creation)
An incident is resolved
A comment is added to an incident
On triggering an update, these add an item to ServiceNow’s Event Queue and are processed as a Business Rule.
In addition, changes in either BigPanda or ServiceNow are synchronized within the other platform (bidirectional sync). By default, information is updated every 15 seconds reducing latency synchronization to less than 5 minutes.
Incident tag sharing
To enable incident tag sharing for your organization, please reach out to us at [email protected].
What data is sent to ServiceNow when BigPanda creates an incident?
BigPanda sends a standard set of fields covering core incident details. A user can type x_bip_panda_shareincident.list into the ServiceNow search menu to show a table with all supported fields and view the actual data associated with each incident.
These fields can be leveraged when configuring fields in ServiceNow tickets.
```Example Payload
{
"u_bp_environment_id": "###BigPanda Environment ID###",
"u_bp_incident_id": "###BigPanda Incident ID###",
"u_bp_incident_status": "critical",
"u_bp_alerts_statuses": "1 Critical, 0 Warning, 0 Resolved ",
"u_bp_alerts_count": 1,
"u_bp_active_alerts_count": 1,
"u_bp_environment": "All",
"u_bp_sender_email": "[email protected]",
"u_bp_raw_incident": "<JSON of Incident as received above>",
"u_bp_incident_url": "<URL for Incident>",
"u_bp_timeline_url": "<URL for Incident Timeline>",
"u_bp_preview_url": "<Public URL for Incident>",
"u_bp_priority": "priority",
"short_description": "BigPanda Incident: Gettysburg 2",
"description": "Alerts Summary: 1 Critical, 0 Warning, 0 Resolved \n\n\nIncident Link: <URL for Incident>\nIncident Timeline Link: <URL for Incident Timeline>\nIncident Preview Link: <Public URL for Incident>",
"opened_at": 1651188304,
"resolved_at": null,
"comments": null,
"u_bp_config": "{}"
}
```What are some best practices for creating Transform Maps?
Standardizing your BigPanda tags to map 1-1 with ServiceNow will make your integration easy to maintain and scale
Single Transform Scripts that support multiple requirements can be difficult to maintain, since code changes will be error-prone and need to meet more frequently.