ServiceNow CSM User Guide
Manage and monitor PagerDuty incidents within ServiceNow CSM
Once you have completed the initial configuration of the ServiceNow CSM integration, you can manage PagerDuty incidents within ServiceNow CSM.
Log in to the PagerDuty Console
- 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.
- Select your PagerDuty account's service region (i.e., US Login or EU Login) and click Login to PagerDuty.
- In the modal that appears, enter the email address associated with your PagerDuty account and follow the login prompts. Read 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
- Link ServiceNow records to existing PagerDuty incidents
- Take action on PagerDuty incidents
To view the incident console in ServiceNow CSM:
- Navigate to a ServiceNow record and select the PagerDuty Widget from the far right icon menu.
- Select the Incidents tab in the PagerDuty console.
Create a PagerDuty Incident from a ServiceNow Record
- Navigate to a ServiceNow record and select the PagerDuty Widget from the far right icon menu.
- Select the Incidents tab in the PagerDuty console and click .
Create a PagerDuty incident
- 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 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.
- Click Create to create the incident in PagerDuty.
Link a ServiceNow Record with an Existing PagerDuty Incident
- Navigate to a ServiceNow record and select the PagerDuty Widget from the far right icon menu.
- Select the Incidents tab in the PagerDuty console and click .
Link a PagerDuty incident
- 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).
- Click Link Incident.
Incident Actions
After you create a PagerDuty incident from a ServiceNow record or link a ServiceNow record to a PagerDuty incident, you may take action upon the incident within ServiceNow CSM.
- Navigate to a ServiceNow record and select the PagerDuty Widget from the far right icon menu.
- Select the Incidents tab in the PagerDuty console and click to the right of the incident title.
Incident actions
- 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 if you would like to upgrade to a plan with these features.
| Action | Instructions |
|---|---|
| Acknowledge | Select Acknowledge. In the confirmation modal, click Acknowledge. |
| Resolve | Select Resolve. In the modal, enter an optional resolution note, and optionally check the box to post the note as a status update. Then click Resolve Incident. |
| Edit Incident Details | Edit the PagerDuty incident's title or incident priority and click Save. |
| Add Responders* | Select responders and/or escalation policies: - PagerDuty users to add as responders: Search and select user(s) to add as responder(s), if applicable. - PagerDuty Escalation Policies to apply: Search and select escalation policy(ies) to add as responder(s), if applicable. - Message (optional): Enter an optional message. Click Add Responders. |
| Add Subscribers* | Select users and/or Teams to add as subscribers: - Select PagerDuty users to add as subscribers: Search and select user(s) to add as subscriber(s), if applicable. - Select PagerDuty teams to add as subscribers: Search and select Team(s) to add as subscriber(s), if applicable. Click Add Subscribers. |
| Send a Status Update* | Select a status update template: - Enter a message that will send to responders and add to the status dashboard and the email template. - View the email preview. Click Send Update. |
| Run an Incident Workflow* | Select an Incident Workflow from the dropdown and click Run. |
| Escalate | Select a user to notify from the Escalation Policy and then click Escalate. |
| Add Note | Enter a note in the field and then click Add Note. |
| Reassign | Select the radio button for the following based on your preference: - Users: Search and select the user(s) you would like to reassign the incident to. - Escalation Policy: Search and select the escalation policy you would like to reassign the incident to. Click Reassign. |
| Unlink incident | Select Unlink. In the confirmation modal, click Unlink. |
Status Dashboard Console
The Status Dashboard console is where you can:
- View the status of incidents impacting 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.
Disrupted business service
Pricing Plans
The 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 if you would like to upgrade to a plan including the Internal Status Page feature.
To view the Status Dashboard console:
- Navigate to a ServiceNow record and select the PagerDuty Widget from the far right icon menu.
- Select the Status Dashboard tab on the PagerDuty console to view the Internal Status Page.
Status Dashboard Actions
To take action upon PagerDuty incidents from the Status Dashboard console:
- Navigate to a ServiceNow record and select the PagerDuty Widget from the far right icon menu.
- Select the Status Dashboard tab on the PagerDuty console and select a business service to expand its incidents.
- Click to the right of your desired incident and use the instructions to perform any of the following actions:
| Action | Instructions |
|---|---|
| Subscribe to the PagerDuty incident | Select Subscribe to this incident. You will see Subscribed, indicating that you are subscribed to receive status updates for this incident. |
| Unsubscribe from the PagerDuty incident | Select Unsubscribe from this incident. |
| Link a PagerDuty incident to a ServiceNow record | Select Link this incident to a record. You will see 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 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 in the PagerDuty web app. |
Switch Status Dashboard
If your account has configured more than one status dashboard, you can easily switch between them.
- Navigate to a ServiceNow record and select the PagerDuty Widget from the far right icon menu.
- Select the Status Dashboard tab on the PagerDuty console and click Switch Status Dashboard.
Switch status dashboard
- In the modal that appears, select a status dashboard from the dropdown.
- Click Apply.
Updated 3 months ago