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 appropriate teams (e.g., 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

You can connect one PagerDuty account 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 to accounts on the following pricing plans: Customer Service Professional, Customer Service Business, Customer Service Digital Operations (legacy) or Enterprise for Customer Service. Please contact our Sales Team if you would like to upgrade to a plan featuring our new ServiceNow CSM Service Cloud integration.

To Configure the Integration

In PagerDuty

• Global Admin or Account Owner user permissions. This includes changes to the PagerDuty ruleset.

In ServiceNow CSM

• 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

In PagerDuty

• PagerDuty Customer Service permission (license).

In ServiceNow CSM

• ServiceNow Agent Workspace permissions.

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 Token.
3. In the following modal, 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

4. 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.

5. • 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.
6. To Create a New ServiceNow Role:
   1. From the ServiceNow navigation menu, search and select Users.
   2. On the Users page, click New in the top 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.

7. 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 he 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

8. From the ServiceNow navigation menu, search and select PagerDuty CSM Configuration. If prompted, log in and authorize the connection to your PagerDuty account.
9. 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 Enable Integration toggle to enable the integration. Note: The integration can be enabled after the configuration page is saved.
   5. Click the Sync Notes toggle to enable syncing between PagerDuty notes and ServiceNow case work notes.
   6. 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. Under Record, 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". Click Create to duplicate the variant.
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 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. Click the Open records dropdown and select App config. On the page that appears, click the link in the top dialog to edit the record. Click Click to addnext to Custom Icon to upload 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. Click the Settings button on the right of the PagerDuty widget row.
5. Click the Open records dropdown and select App config. On the page that appears, click the link in the top dialog to edit the record.
6. Select UX App Routes, then select the PagerDuty variant under the Parent Macroponent.
7. Scroll to the table at the bottom of the page, then select the UX App Routes tab.
8. Increase or decrease the order of the components in the contextual_sidebar to configure the position of the PagerDuty widget.
9. 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.

10. In the ServiceNow navigation menu, search and select PagerDuty CSM Rules.
11. In the top tabs, select which direction you would like the rule to operate:
    • PagerDuty to ServiceNow CSM
    • ServiceNow CSM to PagerDuty
12. Click New at the top right corner of the page.
13. On the rule page, enter the Name and Description of the rule.
14. In the When should this rule run? section, select when to start the rule from the following:

PagerDuty Rule Conditions

15. Click Add Condition to configure 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:

ServiceNow CSM to PagerDuty:

PagerDuty Rule Actions

16. 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 CSM to PagerDuty:

Rule Activation

17. Select the Activate this rule checkbox to activate the rule when the Save button is clicked.
18. 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.