--- updatedAt: 2026-03-19T13:05:57.000Z agentTools: siteIndex: https://support.pagerduty.com/llms.txt projectIndex: https://support.pagerduty.com/main/llms.txt --- # ServiceNow CSM User Guide Manage and monitor PagerDuty incidents within ServiceNow CSM Once you have completed the [initial configuration of the ServiceNow CSM integration](https://support.pagerduty.com/main/docs/servicenow-csm-integration-guide), you can manage PagerDuty incidents within ServiceNow CSM. # Log in to the PagerDuty Console 1. Log in to the ServiceNow CSM Agent Workspace, navigate to a record, and then select the **PagerDuty Widget** in the icon menu on the far right. 2. Select your PagerDuty account's [service region](https://support.pagerduty.com/main/docs/service-regions) (i.e., **US Login** or **EU Login**) and click **Login to PagerDuty**. 3. In the modal that appears, enter the **email address** associated with your PagerDuty account and follow the login prompts. Read [Log In to PagerDuty](https://support.pagerduty.com/main/docs/log-in-to-pagerduty) for more information about logging in to your PagerDuty account. # Incident Console The incident console is where you can: * [Create new PagerDuty incidents from ServiceNow records](#create-a-pagerduty-incident-from-a-servicenow-record) * [Link ServiceNow records to existing PagerDuty incidents](#link-a-servicenow-record-with-an-existing-pagerduty-incident) * [Take action on PagerDuty incidents](#incident-actions) To view the incident console in ServiceNow CSM: 1. Navigate to a ServiceNow record and select the **PagerDuty Widget** from the far right icon menu. 2. Select the **Incidents** tab in the PagerDuty console. ## Create a PagerDuty Incident from a ServiceNow Record 1. Navigate to a ServiceNow record and select the **PagerDuty Widget** from the far right icon menu. 2. Select the **Incidents** tab in the PagerDuty console and click :fa-plus:. [block:image] { "images": [ { "image": [ "https://files.readme.io/4298b611b9337ab35c9167fb7f6c9791674e5cd5a9b0c343a60ad8582a0abdab-Create_a_PagerDuty_incident.webp", "Create a PagerDuty incident", "Create a PagerDuty incident" ], "align": "center", "sizing": "50% ", "caption": "Create a PagerDuty incident" } ] } [/block] 2. In the modal that appears, enter the following information: * **Incident title**: Enter an incident **title**. This defaults to the ServiceNow CSM case's **short description**. * **PagerDuty Service**: Select the **PagerDuty service** where you would like the incident to trigger. * **PagerDuty Priority** *(optional)*: If desired, select a **[priority](/docs/incident-priority)** for the incident. * **Incident description** *(optional)*: Enter a **description** for the incident, which will show up in the PagerDuty incident's **Custom Details**. The original ServiceNow ticket URL pre-populates by default. 3. Click **Create** to create the incident in PagerDuty. ## Link a ServiceNow Record with an Existing PagerDuty Incident 1. Navigate to a ServiceNow record and select the **PagerDuty Widget** from the far right icon menu. 2. Select the **Incidents** tab in the PagerDuty console and click :fa-link:. [block:image] { "images": [ { "image": [ "https://files.readme.io/3e3977d3ae77aaa0a079f202ad08efa050c815f920b87f15ca111327be3876d1-Link_a_PagerDuty_incident.webp", "Link a PagerDuty incident", "Link a PagerDuty incident" ], "align": "center", "sizing": "50% ", "caption": "Link a PagerDuty incident" } ] } [/block] 2. In the modal that appears, you may select from the following in the dropdown: * **All incidents**: Search by incident **name** or **number**. * **Direct Link (URL)**: Enter the **PagerDuty incident's URL** (e.g., `https://subdomain.pagerduty.com/incidents/XXXXXXXXXXXXXX`). 3. Click **Link Incident**. ## Incident Actions After you [create a PagerDuty incident from a ServiceNow record](#create-a-pagerduty-incident-from-a-servicenow-record) or [link a ServiceNow record to a PagerDuty incident](#link-a-servicenow-record-with-an-existing-pagerduty-incident), you may take action upon the incident within ServiceNow CSM. 1. Navigate to a ServiceNow record and select the **PagerDuty Widget** from the far right icon menu. 2. Select the **Incidents** tab in the PagerDuty console and click :fa-ellipsis-h: to the right of the incident **title**. [block:image] { "images": [ { "image": [ "https://files.readme.io/a6554e4f50a552a318c8e8fcb247826c99fb988f680e520dd745b99d0c568bb4-incident_actions.webp", "Incident actions", "Incident actions" ], "align": "center", "sizing": "50% ", "caption": "Incident actions" } ] } [/block] 3. Use the instructions to perform the following actions: \* *Features marked with an asterisk are available to users on the following pricing plans: Business, Digital Operations (legacy) and Enterprise for Incident Management. Please [contact our Sales Team](https://www.pagerduty.com/contact-us/) if you would like to upgrade to a plan with these features*. [block:parameters] { "data": { "h-0": "Action", "h-1": "Instructions", "0-0": "[Acknowledge](/docs/incidents#incident-statuses)", "0-1": "Select :fa-ellipsis-h: :fa-arrow-right: **Acknowledge**. In the confirmation modal, click **Acknowledge**.", "1-0": "[Resolve](/docs/incidents#incident-statuses)", "1-1": "Select :fa-ellipsis-h: :fa-arrow-right: **Resolve**. In the modal, enter an _optional_ resolution note, and _optionally_ check the box to post the note as a [status update](/docs/communicate-with-stakeholders#status-updates). Then click **Resolve Incident**.", "2-0": "[Edit Incident Details](https://support.pagerduty.com/docs/edit-incidents)", "2-1": "Edit the PagerDuty incident's **title** or **[incident priority](https://support.pagerduty.com/docs/incident-priority)** and click **Save**.", "3-0": "[Add Responders](https://support.pagerduty.com/docs/add-responders)\\*", "3-1": "Select responders and/or escalation policies: \n \n- **PagerDuty users to add as responders**: Search and select **user(s)** to add as responder(s), if applicable.\n- **PagerDuty Escalation Policies to apply**: Search and select **escalation policy(ies)** to add as responder(s), if applicable.\n- **Message (optional)**: Enter an optional **message**. Click **Add Responders**.", "4-0": "[Add Subscribers](https://support.pagerduty.com/docs/communicate-with-stakeholders#add-subscribers-to-an-incident)\\*", "4-1": "Select users and/or Teams to add as subscribers: \n \n- **Select PagerDuty users to add as subscribers**: Search and select **user(s)** to add as subscriber(s), if applicable.\n- **Select PagerDuty teams to add as subscribers**: Search and select **Team(s)** to add as subscriber(s), if applicable. Click **Add Subscribers**.", "5-0": "[Send a Status Update](/main/docs/communicate-with-stakeholders#status-updates)\\*", "5-1": "Select a **status update template**: \n \n- Enter a **message** that will send to responders and add to the status dashboard and the email template.\n- View the **email preview**. Click **Send Update**.", "6-0": "[Run an Incident Workflow](https://support.pagerduty.com/docs/incident-workflows)\\*", "6-1": "Select an **Incident Workflow** from the dropdown and click **Run**.", "7-0": "[Escalate](/main/docs/reassign-incidents#escalate-an-incident)", "7-1": "Select a **user** to notify from the Escalation Policy and then click **Escalate**.", "8-0": "[Add Note](https://support.pagerduty.com/docs/editing-incidents#add-a-note-to-an-incident)", "8-1": "Enter a **note** in the field and then click **Add Note**.", "9-0": "[Reassign](/main/docs/reassign-incidents#reassign-an-incident)", "9-1": "Select the radio button for the following based on your preference: \n \n- **Users**: Search and select the **user(s)** you would like to reassign the incident to.\n- **Escalation Policy**: Search and select the **escalation policy** you would like to reassign the incident to. Click **Reassign**.", "10-0": "Unlink incident", "10-1": "Select :fa-ellipsis-h: :fa-arrow-right: **Unlink**. In the confirmation modal, click **Unlink**." }, "cols": 2, "rows": 11, "align": [ "left", "left" ] } [/block] # Status Dashboard Console The Status Dashboard console is where you can: * View the status of incidents impacting [business services](/main/docs/business-services). If there are any incidents impacting a business service, you will see a red banner detailing how many business services are disrupted. * Manage subscriptions to incidents. * Link incidents to ServiceNow records. [block:image] { "images": [ { "image": [ "https://files.readme.io/da590b9b096f61f8361ac0c323ca4e897121fcc6b6d466f4a0c15e9c18020cff-Disrupted_business_service.webp", "Disrupted business service", "Disrupted business service" ], "align": "center", "sizing": "50% ", "caption": "Disrupted business service" } ] } [/block] > 📘 Pricing Plans > > The [Internal Status Page](/main/docs/internal-status-page) feature is available on the following pricing plans: Customer Service Business and Customer Service Digital Operations (legacy) and Enterprise for Customer Service. Please [contact our Sales Team](https://www.pagerduty.com/contact-sales/) if you would like to upgrade to a plan including the Internal Status Page feature. To view the Status Dashboard console: 1. Navigate to a ServiceNow record and select the **PagerDuty Widget** from the far right icon menu. 2. Select the **Status Dashboard** tab on the PagerDuty console to view the [Internal Status Page](/main/docs/internal-status-page). ## Status Dashboard Actions To take action upon PagerDuty incidents from the Status Dashboard console: 1. Navigate to a ServiceNow record and select the **PagerDuty Widget** from the far right icon menu. 2. Select the **Status Dashboard** tab on the PagerDuty console and **select a business service** to expand its incidents. 3. Click :fa-ellipsis-h: to the right of your desired incident and use the instructions to perform any of the following actions: | Action | Instructions | | :-------------------------------------------------------------------------------------------------------------------------------------------------------------------- | :--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | [Subscribe](https://support.pagerduty.com/main/docs/business-service-subscription#subscribe-to-incidents-in-the-web-app) to the PagerDuty incident | Select :fa-ellipsis-h: :fa-arrow-right: **Subscribe to this incident**. You will see :fa-envelope: **Subscribed**, indicating that you are subscribed to receive status updates for this incident. | | [Unsubscribe](https://support.pagerduty.com/main/docs/business-service-subscription#unsubscribe-via-incident-details-page-in-the-web-app) from the PagerDuty incident | Select :fa-ellipsis-h: :fa-arrow-right: **Unsubscribe from this incident**. | | Link a PagerDuty incident to a ServiceNow record | Select :fa-ellipsis-h: :fa-arrow-right: **Link this incident to a record**. You will see :fa-link: **Linked**, indicating that the PagerDuty incident and ServiceNow record are linked. You may link an incident to more than one ServiceNow record. | | Unlink a PagerDuty incident from a ServiceNow record | Select :fa-ellipsis-h: :fa-arrow-right: **Unlink this incident from this record**. | | View Status Dashboard | At the bottom of the Status Dashboard console, you will see a **View Status Dashboard** button that links to the corresponding [Internal Status Page](https://support.pagerduty.com/main/docs/internal-status-page) in the PagerDuty web app. | ## Switch Status Dashboard If your account has [configured more than one status dashboard](/main/docs/internal-status-page#create-custom-dashboards), you can easily switch between them. 1. Navigate to a ServiceNow record and select the **PagerDuty Widget** from the far right icon menu. 2. Select the **Status Dashboard** tab on the PagerDuty console and click :fa-sliders: :fa-arrow-right: **Switch Status Dashboard**. [block:image] { "images": [ { "image": [ "https://files.readme.io/a808f7f4abbad4a9e084f7c29a13b6693717d6719f493ab16f850b67a096eead-Switch_status_dashboard.webp", "Switch status dashboard", "Switch status dashboard" ], "align": "center", "sizing": "50% ", "caption": "Switch status dashboard" } ] } [/block] 3. In the modal that appears, select a **status dashboard** from the dropdown. 4. Click **Apply**.