Inbound Data APIs

API	Description
Alerts	Build a custom integration between BigPanda and your monitoring system or send alerts to the Open Integration Manager via API.
OIM Alerts	Build a custom integration between BigPanda and your monitoring system or send alerts to the Open Integration Manager via API.
Changes (RCC)	Connect your organization's change records to BigPanda.

Authentication

All BigPanda APIs require Bearer Token Authorization in the call headers.

This API uses the Org Token type of Authorization token.

BigPanda recommends adding Authentication headers only in the secure tool you use to make API calls.

Data Connector API

The Data Connector API allows you to programmatically manage the connection between your ITSM tool and BigPanda.

Relevant Permissions

Roles with the following permission can access the Data Connector API:

Name	Description
Integrations	View, edit, and create new Integrations in the Integrations tab and API.

Permission access levels can be adjusted by selecting either View or Full Access. To learn more about how BigPanda's permissions work, see the Roles Management guide.

Data Connector

How it Works

The data connector creates a unique connection between a single ServiceNow environment and the BigPanda data lake. To secure data, credentials are set up using an auth-uri that is generated by the auth-uri endpoint where ServiceNow credentials and system information is required.

The connector then syncs ITSM data into BigPanda every 2 hours. As data enters BigPanda, it is normalized into the Standard Data Model in the ITSM table. You can access this data using the Open Analytics Hub or use it to create custom Unified Analytics dashboards.

The first time the connection is established, BigPanda syncs the last 13 months of historical ITSM data so that you have all the context you need to understand current issues.

Empty fields

Once enabled for your system, the BigPanda data lake holds space for the ITSM table. You may see an empty Knowledge_base table, or null fields for data that has not yet been synced.

1 to 1 sync

Only a single ServiceNow environment can be synced to BigPanda at a time.

Data Retention

Data is retained according to your data retention plan with BigPanda. The default retention period is 400 days.

Prerequisites

BigPanda permissions - The APIs are accessible only for administrators with full Integrations access. ITSM data in BigPanda is only visible for users with view access for Unified Analytics. See the Roles Management documentation for more information.
ServiceNow permissions - To set up connector authentication, enable table auditing and use a ServiceNow Service Account with access to these tables:
- sys_db_object
- sys_dictionary
- sys_audit_delete
- task
- incident
- sys_user
- sys_user_group
- cmdb_ci
- sys_choice
Add all required fields and any additional fields you would like to see in reporting.

Required Fields

The following ServiceNow fields must be sent to create ITSM dashboards:

Field names

Actual field names may vary for your organization. Ensure that you send the equivalent required field.

Add fields before initializing

ServiceNow incident fields that are created after the first initialization will not be synced. Ensure you add all required fields before initializing the integration.

ServiceNow Field	Descripton
Number	The ticket number used as a unique identifier.
State/Status	The current progress or stage of an incident in its lifecycle.
Opened	Timestamp for when the ticket opened.
Resolved	Timestamp for when the ticket was resolved. Tickets that are still open are not expected to have a value. This is different than the time when a ticket closed. For MTTR calculation purposes, a resolved date and time is required.
Opened_by	Who opened the ticket. This could be BigPanda or another source. All sources should be included.
Priority	The end state priority of the ticket
Short description	Short description of the ticket. This field is leveraged to find the top recuring tickets. This field is also sometimes referred to as the ticket title.
BP_incident	The related BigPanda Incident ID for BigPanda-opened incidents.
Made SLA	Identifies if the SLA was broken or not. This is a boolean field.
Business impact	Identifies if there was business impact.
Assignment_group	Represents the end state assignment group the ticket belongs to.
Business duration	How long the incident was worked on, in minutes.
Category	The end state category associated with the ticket.
Caused by change	A link to the change that was listed as causing the incident.
Close notes	Close notes associated with ticket.
Closure_code	Resolution code assigned at ticket closure by the operator. This field is helpful in analyzing tickets that were closed with no action and may represent noise.
Cmdb ci	Represents the end state configuration item (CI) on the ticket.
Configuration item	Configuration item associated with ticket.
Problem	A link to a problem ticket related to the incident.
Reassignment_count	The number of times an incident was reassigned. This field is used to identify inefficiencies for tickets that bounce between groups are or routed to the incorrect resolution group
Reopen count	The number of times an incident changed from resolved to an active status.
Service (Affected Service)	The end state business service identified as impacted by the ticket.
Subcategory	The end state subcategory associated with the ticket.

Parameters

The Data Connector object schema includes the following attributes:

Attribute	Description	Type
id	The unique identifier for the data connector.	String
status	System field listing the current state of the connector. One of `required_auth`, `auth_error`, `pending_initialization`, `initial_sync`, `active`, `running`, or `sync_error`.	String
name	The automatically generated name for the connector	String
type	The type of ITSM tool that is connected to BigPanda through the sync. One of: `servicenow`	String
rescheduled_for	The next scheduled data sync.	Date-time

Sample Data Connector Object

{
    id: string, 
    status: string,
    name: string,
    type: string,
    rescheduled_for: date
}

Connector Status

The connector status allows you to quickly determine which step needs to be taken next during setup or to implement changes:

required_auth - The connector is created but credentials have not been provided. Navigate to the auth-uri to define credentials for the integration.
auth_error - Credentials are provided but are invalid. Navigate to the auth-uri and adjust credentials for the integration.
pending_initialization - Credentials are provided, valid and the connector is pending initiation to begin data stream flow. Reach out to BigPanda support to ensure the backend configuration is complete before initializing the connector.
initial_sync - The initial sync is in progress. Wait for the sync to finish to see data in BigPanda analytics.
active - The initial sync is done. The connector is active and will sync data at the next scheduled sync. You can begin working with the data, or reach out to BigPanda support to adjust column mapping.
running - The connector is active, and a data stream is in progress.
sync_error - There was an issue with the last attempt to sync data. Contact BigPanda support for assistance.

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