Symptoms

After upgrading your PagerDuty subscription to an Operations Cloud SKU (e.g., Operations Cloud Ultimate), user provisioning requests initiated from ServiceNow fail.

Internal logs or error messages will display:

License error: License is not available

In the ServiceNow UI, the PagerDuty settings page may visually appear to show a valid license selected, masking the underlying issue.

Background

When a PagerDuty subscription is changed to a new SKU, the available license IDs on the account change. The PagerDuty ServiceNow integration stores the license ID for newly provisioned users in a system property called x_pd_integration.default_user_license.

This value does not automatically update during a SKU upgrade. It remains pinned to the old, now-invalid license ID. Because the old ID is invalid, provisioning fails even if your new SKU has unlimited or sufficient license capacity. Furthermore, because the old license is removed from the dropdown options, the ServiceNow UI defaults to displaying a different available option, making the settings page look correct when it actually contains a stale underlying value.

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Recommended Timing

Perform these steps as part of your OpsCloud upgrade runbook, ideally before attempting to provision new users post-upgrade.

Resolution Procedure

Step 1: Confirm New License IDs

You must retrieve the correct, active license IDs from your PagerDuty account. You can find these using one of the following methods:

• PagerDuty Web App: Navigate to your account settings to view active licenses. For more details, see User Charges documentation.
• PagerDuty API: Query the List licenses API endpoint to return an array of valid license IDs (e.g., PXXM0P8).

Step 2: Update Default User License in ServiceNow

1. Log into ServiceNow as an Administrator.
2. Open the PagerDuty Integration Settings page.
3. Explicitly select the desired default user license for newly provisioned users.
   • Note: You must perform this action and save even if the dropdown already appears to show the correct license.
4. Save your changes.

Step 3: Verify the System Property (optional)

1. In ServiceNow, navigate to the System Properties (sys_properties) table.
2. Locate the property: x_pd_integration.default_user_license
3. Verify that the value has successfully updated from the legacy ID to the new alphanumeric license ID.

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Important Note

This change only applies to newly provisioned users. Existing users provisioned under the previous legacy license will not be retroactively modified.

Check Additional Provisioning Paths

A stale license ID can also linger in other automated workflows. Please review and update the license IDs in the following areas if applicable:

• SSO / SCIM Provider Configurations: Check identity providers like Okta, Microsoft Entra ID (Azure AD), or Ping, where a specific PagerDuty license attribute mapping may be hardcoded.
• Custom Scripts & API Integrations: Review any internal provisioning scripts, tools, or custom API wrappers that explicitly pass a license ID when creating users.