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ServiceNow

The BigPanda application for ServiceNow is a native ServiceNow application that enables easy setup of multiple different integrations between BigPanda and ServiceNow, including Incidents, Changes, Maintenance Plans, and CMDB.

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ServiceNow Application Architecture

Supported Versions

BigPanda Version

ServiceNow Versions

Authentication Type

v 2.8+

Xanadu, Washington, Vancouver, Utah, Tokyo, San Diego, Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul

API Key and Bearer Token

v2.3-2.7

Washington, Vancouver, Utah, Tokyo, San Diego, Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul

API Key and Bearer Token

<v2.3

Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul

API Key and Bearer Token

Release Notes

Recent updates to the ServiceNow BigPanda integration:

v2.9 (2/9/24)

New Features

  • Application: Introduced a toggle to store BigPanda integration configurations within BigPanda for improved troubleshooting capabilities

  • Changes: Proper date formatting is used in BigPanda regardless of date format used in ServiceNow

  • CMDB: "Choice Table" SNOW records now use Display Value in CMDB

  • Incident Reports: Updated default fields to improve reporting capabilities

  • Incident Reports: Proper date formatting is used in BigPanda regardless of date format used in ServiceNow

  • Incidents: Updated the default settings for Transform Field Maps to remove maps that have no logic associated

  • Incidents: Suppressed callback activity back to BigPanda from resolved ServiceNow incidents

  • Incidents: Restructured SNOW Layout to match design language in BigPanda Unified Console

  • Incidents: Added RCC Suspect/Matches to ServiceNow Incident Description

  • Incidents: Added AIA Summary to ServiceNow Incident Description

  • Incidents: Updated Impact/Urgency fields, removed Priority field

  • Incidents: Added a dropdown to control direction of incident tag sync ("to and from BigPanda," "to BigPanda only," or "to SNOW only")

  • Incidents: Added option to insert description of incident in the worknotes

  • Incidents: Created Button Elements in ServiceNow that open BigPanda

Bug Fixes

  • Changes: Ensure support for all ServiceNow timezone options

  • CMDB: Rows will now be skipped when records contain non UTF-8 compatible values

  • Incidents: Incident Tags Sync Configuration is now case-insensitive

  • Incidents: OK alerts excluded fromsetPrimaryAlert()utility

v2.8 (4/28/23)

The BigPanda team resolved logical bugs related to the newly introduced event-type metadata tracking that were present in v2.5-2.7.

New Features

  • Application: The Javascript Mode has been updated to ES12 (ECMA2021) For more details check this ServiceNow Developer Blog post.

  • CMDB: Support for inactivating individual tables, which can be used to test the addition of new tables

  • CMDB: Improved logging (track incorrect queries, missing columns, etc.)

  • CMDB: Prepopulate configuration with most frequently used tables (only for new downloads; these will not be applied when updating)

  • Configuration: Set Affected CIs checkbox in Changes to true as default

  • Incident Reports: Sync historical incidents with BigPanda for MTTR analysis

  • Incidents: Flapping - Block Resolve toggle will only resolve a ServiceNow incident if it is not flapping

  • Incidents: When tickets fail to get created in ServiceNow, Comments are now posted back to BigPanda with details

  • Incidents: Description and Short Description defaults were updated based on feedback from users

  • Incidents: Update BigPanda incident tag to use HTML anchor link

  • OAuth: Support for OAuth-based authentication when creating tickets from BigPanda

Bug Fixes

  • Incidents: Prevent occasional duplicate notifications on initial ticket creation

  • Incidents: Support syncing BigPanda Incident Tags with space characters

  • If using v2.7, clearing browser cache may be required to fix configuration form entries

  • Resolve issues when using CMDB and upgrading from version < 2.2.1

  • Updated the CDMB Script Includes to retrieve the display names of glide_list and Choice Table records

v2.7 (4/14/23)

Bug Fixes

  • Changed "===" to "==" and "!==" to "!=" in Business Rules and Script actions

  • Resolved NLU “fix missing record” errors when installing/applying Update Sets

  • CMDB 'Active' checkbox now works on individual rows for ServiceNow Utah

  • Added Incident ID to Incident Reports

v2.5 (1/11/23)

New Features

  • CMDB: Support for inactivating individual tables, which can be used to test adding a new table

  • CMDB: Improved logging (track incorrect queries, missing columns, etc.)

  • CMDB: Prepopulate configuration with most frequently used tables (only for new downloads; these will not be applied when updating)

  • Incident Reports: Sync historical incidents with BigPanda for MTTR analysis

  • Incidents: Flapping - Block Resolve toggle will only resolve a ServiceNow incident if it is not flapping

  • Incidents: When tickets fail to get created in ServiceNow, post Comments/Incident Tags back to BigPanda with details

  • Incidents: Description and Short Description defaults were updated based on feedback from users

  • OAuth: Support for OAuth-based authentication when creating tickets from BigPanda

Bug Fixes

  • Incidents: Prevent occasional duplicate notifications on initial ticket creation

  • Incidents: Support syncing BigPanda Incident Tags with space characters

  • Resolve issues when using CMDB and upgrading from version <2.2.1

v2.4 (7/1/22)

Bug Fixes

  • When a closed incident in ServiceNow is reopened in BigPanda a new ServiceNow incident is created instead of reopening the closed incident

  • Set standard "Content-Type", 'application/json' Request Headers to support debugging

  • CMDB will now replace newline characters with spaces

  • In Chrome, auto-complete will be unable to insert incorrect passwords on the Configuration form

  • All changes sent to BigPanda will be in UTC to prevent incorrect time zone shifting

  • Fix bug sending blank values for Incident Tags

v2.1.8 (Feb 2, 2024)

  • Updated Splunk's Add-On Builder to 4.1.4

  • Updated the configuration api_url placeholder to point to the oim endpoint

Uninstall the Integration

Deleting an integration requires that you remove the integration in both the integrated system and BigPanda. We recommend that you first uninstall the integration on the integrated system to prevent traffic from being sent and rejected by BigPanda, since the app_key will not exist once you delete the integration in BigPanda.

Caution during replacement

When replacing an existing integration with a new tool or system, we recommend configuring the new integration first to ensure no data is lost.

Disable the Integration

You can stop sending change data to BigPanda but preserve your configuration settings by disabling the integration in ServiceNow.

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

  2. In the Incidents, Alert Processing - Add On, or Maintenance Plan section, de-select the Active checkbox

  3. Save the configuration

Stop sending data to BigPanda

Disable any settings that send data to BigPanda.

Within ServiceNow, navigate to System Applications > Applications.

  1. Click on the BigPanda app.

  2. Select the module you wish to delete and click the related Uninstall link.

  3. Click OK.

  4. Confirm when the dialogue box appears.

Process will vary

Coordinate with your system architects to ensure that any changes to your ServiceNow integration follows your organizational processes and policies. If you have questions about downstream impacts within BigPanda, please reach out to your account team.

Delete the Integration in BigPanda

Take the following steps to delete the integration from BigPanda:

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

  2. In the integration details on the right of the page, click the trash icon, then confirm you want to delete the integration. The integration will be removed immediately.

No Data Removal

This procedure does not remove any data from BigPanda or the integrated system. As needed, remove data from each system before deleting the integration.

Caution during replacement

When replacing an existing integration with a new tool or system, we recommend configuring the new integration first to ensure no data is lost.

Disable the Integration

You can stop sending change data to BigPanda but preserve your configuration settings by disabling the integration in ServiceNow.

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

  2. In the Incidents, Alert Processing - Add On, or Maintenance Plan section, de-select the Active checkbox

  3. Save the configuration

Stop sending data to BigPanda

Disable any settings that send data to BigPanda.

Within ServiceNow, navigate to System Applications > Applications.

  1. Click on the BigPanda app.

  2. Select the module you wish to delete and click the related Uninstall link.

  3. Click OK.

  4. Confirm when the dialogue box appears.

Process will vary

Coordinate with your system architects to ensure that any changes to your ServiceNow integration follows your organizational processes and policies. If you have questions about downstream impacts within BigPanda, please reach out to your account team.

Delete the Integration in BigPanda

Take the following steps to delete the integration from BigPanda:

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

  2. In the integration details on the right of the page, click the trash icon, then confirm you want to delete the integration. The integration will be removed immediately.

In this section: