ServiceNow User Guide

How to use the integration after installation

Use PagerDuty Actions in ServiceNow

The latest version of PagerDuty’s ServiceNow integration allows ServiceNow users to utilize PagerDuty’s Add Responders, Conference Bridge, Incident Workflows 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.

PagerDuty actions in ServiceNow

PagerDuty actions in ServiceNow

Trigger and Resolve an Incident from ServiceNow

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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. Perform the following:
    1. Caller: Enter the ServiceNow user mapped to your PagerDuty account.
    2. Short description: Enter a short description, which will become the PagerDuty incident title. In the
    3. Assignment Group: Search and select the Assignment Group mapped to PagerDuty.
    4. 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 PagerDuty incident title and click the Incident Number to the right of Linked Records.

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 then select the Resolution Code and enter Resolution Notes.
  3. Click Resolve below. This will also resolve the incident in PagerDuty.

Add Responders from ServiceNow

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Availability

The Add Responders feature is available on PagerDuty Business and Digital Operations plans. Please contact our Sales team to upgrade to a plan with this feature.

  1. Search and select PagerDuty Incidents in the application navigator.
  2. Click the Incident Number of your preferred incident to view its details.
  3. Click Add Responders and 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.
  4. Click Add Responders to send.

Add a Conference Bridge from ServiceNow

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Availability

The Conference Bridge feature is available on PagerDuty Business and Digital Operations plans. Please contact our Sales team to upgrade to a plan with this feature.

  1. Search and select PagerDuty Incidents in the application navigator.
  2. Click the Incident Number of your preferred incident to view its details.
  3. Click Add Conference Bridge. If you have already configured a PagerDuty Conference Bridge, 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 from ServiceNow.

Run a Workflow from ServiceNow

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Availability

Incident Workflows are available on PagerDuty Business and Digital Operations plans. Please contact our Sales team to upgrade to a plan with this feature.

  1. If you have not done so already, create a PagerDuty Incident Workflow.
  2. Search and select PagerDuty Incidents in the application navigator.
  3. Click the Incident Number of your preferred incident to view its details.
  4. Select your preferred Workflow from the Select Workflow dropdown and click Run to run the Workflow.

Post a Status Update from ServiceNow

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Availability

Status Updates are available on PagerDuty Business and Digital Operations plans. Please contact our Sales team to upgrade to a plan with this feature.

  1. Search and select PagerDuty Incidents in the application navigator.
  2. Click the Incident Number of your preferred incident to view its details.
  3. Click Send Status Update.
    1. If there is a Business Service dependency mapped to this service: The Impacted Business Service field will automatically populate.
    2. If there is no Business Service dependency mapped to this service: Select the Impacted Business Service(s) from the dropdown.
    3. You should 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.

Manual Incident Sync

When Assignment Groups and Configuration Items are provisioned to PagerDuty, the webhook connection can be configured to manually sync incidents to PagerDuty.

In ServiceNow v8, the integration leverages workflow actions to manually sync PagerDuty incidents to ServiceNow, so a workflow connection is required. Manual sync is only available to the incident if the impacted PagerDuty service has a webhook connection to ServiceNow, and the webhook Sync option parameter is set to Manual. Manual sync is not available to PagerDuty incidents that are resolved.

  • For v3 webhooks, manual sync can be invoked from the More dropdown on a PagerDuty incident, as shown above.
  • For v2 webhooks, manual sync is still invoked from the Manual Sync button on a PagerDuty incident.