ServiceNow CSM Integration Guide

Configure the ServiceNow CSM integration

ServiceNow CSM + PagerDuty Integration Benefits

  • Orchestrate responses and actions for customer cases across your organization.
  • Customize when to notify the proper on-call team about relevant activities occurring in ServiceNow CSM.
  • Create ServiceNow CSM cases as soon as there’s a PagerDuty incident update, such as an acknowledge, resolve, etc.
  • Access an interface that allows you to create and view PagerDuty incidents from a case or Incident record. The PagerDuty application can be used to help identify customer-impacting issues and escalate urgent issues to engineering / IT.
  • Access a Status Dashboard that provides status updates for customer-impacting incidents, and context for tailored customer communications.

How it Works

  • Once a ServiceNow CSM account is connected to your PagerDuty instance, new record creations and updates on a ServiceNow case or PagerDuty incident are evaluated against your predefined rules.
  • If the rule criteria is met, PagerDuty will perform actions specified by those predefined rules. These actions include creating new PagerDuty incidents or ServiceNow Cases.

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Single Account Connection

Currently only one PagerDuty account can be connected to one ServiceNow CSM account and vice versa. To disconnect a PagerDuty account from your ServiceNow CSM account, please see Uninstall the ServiceNow CSM Extension.

Requirements

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Pricing Plan

The ServiceNow CSM application is available only to accounts on Customer Service Professional, Customer Service Business, or Customer Service Digital Operations plans. Please contact our Sales Team if you would like to upgrade to a plan featuring our new ServiceNow CSM Service Cloud integration.

Required Permissions

PlatformRequired Permissions
ServiceNow CSMTo Configure or Upgrade the Integration:
- Permissions to install the ServiceNow applications from the ServiceNow app store.
- ServiceNow admin permissions are required for the PagerDuty configuration page.

To Use the Integration:
- ServiceNow Agent Workspace permissions.
PagerDutyTo Configure or Upgrade the Integration:
- Global Admin or Account Owner user permissions.
- (This includes changes to the PagerDuty Rule Set)

To Use the Integration:
- PagerDuty Customer Service permission (license).

Integration Walkthrough

In PagerDuty

Create an API User Token

Generate a PagerDuty API user token to allow ServiceNow CSM to connect to PagerDuty.

  1. Navigate to your User Icon in the top right My Profile User Settings Create API User token.
    1. Note: This user must have the permissions required for the PagerDuty actions that the application will execute.
  2. Enter a Description (e.g, “ServiceNow CSM API Key”) and click Create Key.
  3. On the next screen, copy the API User Token and paste it in a safe place for later use.
    1. Note: You will not have access to this key after this screen.

In ServiceNow

Download the PagerDuty Application

  1. Download the PagerDuty for Customer Service application from the ServiceNow store.

Assign PagerDuty User Permissions

You will need to assign the following PagerDuty role to users who need to configure and edit the PagerDuty ruleset for ServiceNow CSM:

  • X_pd_pagerdu_1.pagerduty_ruleset

This user role assigns read and write access to the PagerDuty Rules for ServiceNow CSM. The role can be assigned to existing users, or a new user can be created to configure the PagerDuty application. Note: The username and password for a user with the PagerDuty role is required for this configuration.

    • If you are assigning the above role to a new user, continue to step 6.
    • If you are assigning the above role to an existing user, please skip to step 7.
  1. To Create a New ServiceNow Role:
    1. From the ServiceNow navigation menu, search and select Users.
    2. On the Users page, click New attop left to create a new user.
    3. Enter the necessary user details, then click Submit.
    4. After the user is saved, search and select the user to open their page.
    5. Click Set Password at the top right.
    6. Click Generate Password. Copy and paste the password somewhere safe for later use.
    7. Click Save Password and close the modal.
    8. On the main user page, uncheck the Password Needs Reset checkbox to use the generated password.
    9. Click Update in the top right to save the change.

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Password Reset

To change the password, keep the Password Needs Reset checkbox checked, and then log in with the generated password. You will be prompted to change the password at login.

  1. To Assign PagerDuty Roles:
    1. From the ServiceNow navigation menu, search and select Users.
    2. On the user page, search and select the user you need to assign PagerDuty permissions to.
    3. At the bottom of the user’s page in the Roles tab, click Edit.
    4. From the collection search panel, search and select the PagerDuty role:x_pd_pagerdu_1.pagerduty_ruleset.
    5. Once selected, click the right arrow to add it to the selected user’s permissions and click Save.
    6. Once you have assigned the role, click Update to update the user’s profile.

PagerDuty CSM Configuration

  1. From the ServiceNow navigation menu, search and select PagerDuty CSM Configuration. You may be prompted to log in and authorize connection to your PagerDuty account.
  2. On the configuration page:
    1. Enter the PagerDuty User API Key generated above.
    2. Enter a ServiceNow Username from your account with the PagerDuty x_pd_pagerdu_1.pagerduty_ruleset permission described above.
    3. Enter the ServiceNow Password for the ServiceNow username entered above.
    4. Click the toggle to enable the integration. Note: The integration can be enabled after the configuration page is saved.
    5. Click Save.

Completing the steps above will add the ServiceNow CSM extension to the extension page in PagerDuty. Depending on your ServiceNow version, perform the following next:

  • If you are using a ServiceNow version that is earlier than Vancouver, skip ahead to Configure Rulesets.
  • If you are using ServiceNow version Vancouver or later, proceed to the section below.

ServiceNow Vancouver: Add the PagerDuty Widget

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ServiceNow Vancouver

  • In ServiceNow Vancouver, the agent workspace has been deprecated.
  • The case object is now available in the CSM Configurable Workspace by following the steps below.
  • If you are using a ServiceNow version that is earlier than Vancouver, you may skip these steps and move on to Configure Rulesets.
  1. From the navigation tab, search for the UI Builder.
  2. In the Experience category, search and select the CSM/FSM Configurable Workspace; the URL path is cwf/agent.
  3. In the Record tab, click the menu on the right of the Record Default item, then select Duplicate variant.
  4. Enter a Name for the new record variant that shows the connection with PagerDuty, e.g., "Case record with PagerDuty widget."
  5. Note the order from the original variant. On the new variant, click Setting and then reduce the order of the new variant so it is lower than the original.
  6. If you want the PagerDuty application to only appear on the case record page, copy and paste table = sn_customerservice_case in the Variant Conditions checkbox at the bottom of the page, then click Save.
  7. Click Editor on the new variant.
  8. In the left side panel, select the Contextual sidebar. This will open the sidebar panel on the right.
  9. From the configuration panel on the right, select the Contextual sidebar and click Edit content.
  10. Click the button next to Pages and variant.
  11. Click Create a New page.
  12. Enter the page Name, e.g. "PagerDuty Widget," then click Continue.
  13. Enter the variant Name, e.g. "PagerDuty Widget," then click Create.
  14. Find the new variant added in the step above, then click Editor on the right of the page.
  15. Click the button at the top center, and search and select the PagerDuty component. Click Save in the top right.

Use the PagerDuty Icon

  1. Navigate to the UI Builder and select the CSM Configurable Workspace.
  2. Select the record with the PagerDuty widget.
  3. Select the Contextual sidebar from the left panel, then click the Icon to the right of the PagerDuty widget from the right panel.
  4. Click the Settings button on the right of the PagerDuty widget row.
  5. Select the UX App Routes tab and double click in the Icon column. Enter agent-transfer-fill to add a logo to the widget installed.

Change the Widget Position on the Screen

  1. Navigate to the UI Builder and select the CSM Configurable Workspace.
  2. Select the record with the PagerDuty widget.
  3. Select the Contextual sidebar from the left panel, then click the Icon to the right of the PagerDuty widget from the right panel.
  4. Select UX App Routes, then select the PagerDuty variant under the Parent Macroponent.
  5. Scroll to the table at the bottom of the page, then select the UX App Routes tab.
  6. Increase or decrease the order of the components in the contextual_sidebar to configure the position of the PagerDuty widget.
  7. When you open the Service Operations Workspace again, the widget will be visible.

Configure Rulesets

You can configure rules to create PagerDuty incidents or ServiceNow cases based on the content of a ServiceNow CSM case or a PagerDuty Incident.

  1. In the ServiceNow navigation menu, search and select PagerDuty CSM Rules.
  2. In the top tabs, select which direction you would like the rule to operate:
    • PagerDuty to ServiceNow CSM
    • ServiceNow CSM to PagerDuty
  3. Click New at the top right corner of the page.
  4. On the rule page, enter the Name and Description of the rule.
  5. In the When should this rule run? section, select when to start the rule from the following:
PagerDuty to ServiceNow CSMServiceNow CSM to PagerDutyAction
PagerDuty Incident is created or updatedServiceNow Case is created or updatedTrigger the rule when a new record is created, or an existing one is updated
PagerDuty Incident is createdServiceNow Case is createdTrigger the rule only when a new record is created
PagerDuty Incident is updatedServiceNow Case is updatedTrigger the rule only when an existing record is updated

PagerDuty Rule Conditions

  1. Click Add Condition to set up conditions that will be checked when the rule is triggered. These conditions can be on the PagerDuty or ServiceNow fields below.

PagerDuty to ServiceNow CSM:

PagerDuty FieldsDescriptionOperators
Incident TitleRun the rule based on a predefined string for the incident titleequals, not equals, contains, not contains, matches regex, not matches regex
Incident StatusRun the rule based on the PagerDuty incident’s status: triggered, acknowledged, or resolved.equals, not equals, is one of
PagerDuty Incident PriorityRun the rule based on the selected incident priority.equals, not equals, is one of

ServiceNow CSM to PagerDuty:

ServiceNow CSM fieldsDescriptionOperators
Short descriptionRun the rule based on a predefined string for the case descriptionequals, not equals, contains, not contains, matches regex, not matches regex
StateRun the rule based on the ServiceNow case stateequals, not equals, is one of
PriorityRun the rule based on the ServiceNow case priorityequals, not equals, is one of

PagerDuty Rule Actions

  1. Click Add Action to configure actions that will be executed in PagerDuty or ServiceNow CSM when the conditions set are met.
    1. Note: These actions will execute on new and existing linked objects in PagerDuty or ServiceNow.

PagerDuty to ServiceNow CSM:

ServiceNow ActionAdditional ActionsValue
Create a ServiceNow CaseSet Case Short descriptionPagerDuty Incident title (default) or Optional incident field + Custom input

ServiceNow CSM to PagerDuty:

PagerDuty ActionAdditional ActionsValue
Create a PagerDuty incident if none are linked to the caseSelect PagerDuty ServiceList of Services from the PagerDuty account

Rule Activation

  1. Select the Activate this rule checkbox to activate the rule when the Save button is clicked.
  2. Click the Save button at the top right of the page. The integration is now complete.

Uninstall the ServiceNow CSM Extension

To disconnect your PagerDuty account from the ServiceNow CSM extension:

  1. In PagerDuty, navigate to Integrations Extensions.
  2. In the Service Extensions list, find the ServiceNow CSM Ruleset extension and click Edit on the ServiceNow CSM Ruleset Extension page to the right.
  3. Select Accounts. Click to the right of the account you need to uninstall and click Uninstall.

ServiceNow CSM User Guide

Please see our ServiceNow CSM User Guide for more information on how to use the integration once it has been configured.