Integrating BigPanda RCC with ServiceNow Incidents ---
🧠---> MAKE NOTE - AS OF THE BIGPANDA SERVICENOW INTEGRATION V2.9, THE ROOT CAUSE CHANGE CORRELATION DATA IS NOW INCLUDED IN THE OUTBOUND PAYLOADS. I will leave this on Github for reference purposes for those who may not be using the standard BigPanda integration or those who are using older versions of the integration. Be sure to consult the BigPanda Docs to see if you can take advantage of the RCC data in your Incidents!
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So you don't have all your users in BigPanda UI, but you still want to take advantage of the Root Cause Changes correlation feature of BigPanda in your ticketing system?
No problem. A few simple steps and you're on your way.
Within ServiceNow, as an admin, under the BigPanda Application Scope - Complete the following steps:
1.) Register an event queue - System Policy > Events > Registry Example name "triggerAdditionalEnrichment", table = incident, give it a description
2.) Create a Business Rule - System Definition > Business Rules "BigPanda Append RCC", table = incident, Active & Advanced boxes checked, When = After, Update = Checked, Filter conditions = BigPanda ID is not empty Advanced tab - Condition = gs.getProperty('x_bip_panda.incidentsActive') === 'true' Script = (function executeRule(current) { gs.eventQueue("x_bip_panda.triggerAdditionalEnrichment", current); })(current);
3.) Create a script action - System Policy > Events > Script Actions Name it something like "ProcessBigPandaRCC", align the event x_bip_panda.triggerAdditionalEnrichment, set it to active, and then use the script in this folder in the script box.
--- EXAMPLE OUTPUT - INCIDENT DESCRIPTION in SNOW ---
Alert Summary: 1 Critical, 0 Warning, 0 Resolved
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Alert: 1 / 1
Status: Critical
Source: oim.monitoring_system_a
Host: prdapp6.hellowhirl.dev
Check: Server Availability
Cmdb Ci: prdapp6.hellowhirl.dev
Application: Active Directory
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Incident Link: https://a.bigpanda.io/#/app/overview/exampleIncidentLink
Incident Timeline Link: https://a.bigpanda.io/#/app/overview/ExampleEnvironment/active/incidents/ExampleIncident/timeline
Incident Preview Link: http://bigp.io/anumberofsomesort
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BigPanda ROOT CAUSE SUSPECT (1 of 1)
CHG0030008: "Production host prdapp6.hellowhirl.dev planned maintenance"
Change Details: https://dev107697.service-now.com/nav_to.do?uri=change_request.do?sys_id=11111111111111103ea2e80f136d4356
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