Use PagerDuty Actions in ServiceNow

The latest version of PagerDuty’s ServiceNow integration allows ServiceNow users to utilize PagerDuty’s Add Responders, Conference Bridge, Response Plays and Status Update capabilities within the ServiceNow interface. This suite of actions is an extension of previous versions which also allow users to trigger, reassign and resolve PagerDuty incidents from ServiceNow. To use these capabilities within ServiceNow, users must have a new role added to their ServiceNow user record: x_pd_integration.incident_response.

Trigger and Resolve an Incident from ServiceNow

Note: Acknowledge is not available in ServiceNow at this time.

To trigger a PagerDuty incident from ServiceNow:

1. Search and select PagerDuty Incidents in the application navigator. Click New to create a new incident.
2. In the Caller field, enter the ServiceNow user mapped to your PagerDuty account. Enter a Short description which will become the incident Title. In the Assignment Group field, search and select the Assignment Group mapped to PagerDuty. Enter any other preferred information on this page and click Submit in the upper right.
3. You should now see an incident in your PagerDuty account on the service that was mapped with your Assignment Group. If you would like a link back to the ServiceNow incident, click the incident title in PagerDuty and click View in ServiceNow (PD v7) in the incident Details section.

To resolve an incident from ServiceNow:

1. Search and select PagerDuty Incidents in the application navigator.
2. Click the incident number of your preferred incident to view its details. Select the Resolution Information tab and select the Resolution Code and enter Resolution Notes.
3. Click Resolve below. This will also resolve the incident in PagerDuty.

Add Responders from ServiceNow

1. Search and select PagerDuty Incidents in the application navigator.
2. Click the incident number of your preferred incident to view its details. Scroll down below the Notes tab and click Add Responders. Enter the Assignment Group and User. You may optionally want to add a Message that will be sent to the responder and/or Add Conference Bridge to the incident on this screen.
3. Click Add Responders to send.

Add a Conference Bridge from ServiceNow

1. Search and select PagerDuty Incidents in the application navigator.
2. Click the incident number of your preferred incident to view its details. Scroll down below the Notes tab and click Add Conference Bridge.
3. If you have a Conference Bridge already configured in PagerDuty, you may select it from the Conference Bridge dropdown. Otherwise, you may enter the Dial-In Number and/or URL manually.
4. Click Add Conference Bridge

Note: You may also optionally add a Conference Bridge while you are adding responders. Please follow instructions above in Add Responders in ServiceNow.

Run a Response Play from ServiceNow

1. Search and select PagerDuty Incidents in the application navigator.
2. Click the incident number of your preferred incident to view its details. Scroll down below the Notes tab and click Run Response Play.
3. Select your preferred response play from the Select Response Play dropdown and click Continue to run the play.

Post a Status Update from ServiceNow

1. Search and select PagerDuty Incidents in the application navigator.
2. Click the incident number of your preferred incident to view its details. Scroll down below the Notes tab and click Send Status Update.
3. If there is a Business Service dependency mapped to this service, it will automatically populate in the Impacted Business Service field. If the status update will post to the Status Dashboard, you will see a dialog stating This update will be published to your PagerDuty status dashboard. If you do not see this dialog, please check your configuration in PagerDuty.
4. Enter your status update message in the Status Update field and click Send Update.

Refresh PagerDuty Business Services, Services, Escalation Policies and Priorities From ServiceNow

To refresh PagerDuty Business Services, Services, Escalation Policies and Priorities From ServiceNow, navigate to PagerDuty Actions and click the Refresh [PAGERDUTY-OBJECT] option for the appropriate object.