In ServiceNow, navigate to System Applications Applications and select the Downloads tab to find the PagerDuty Platform for Real-Time Operations application. You see the version of the application directly under the application title.

By default, the PagerDuty application triggers an incident in PagerDuty when two conditions are met:

• You can determine the service and escalation policy used for handling the incident. Refer to How Are the Service and Escalation Policy Determined for details.
• The incident priority is P1 or P2.

You can adjust these conditions in ServiceNow by navigating to Configuration Files Business Rules PD Trigger PagerDuty Incident:

By default, the priorities 1 - Critical and 2 - High are selected. To trigger PagerDuty incidents for other priorities, select any combination of desired priorities. If you edit the priorities that trigger PagerDuty incidents, make the same adjustment to the priority conditions in a second business rule. This second rule is PD Trigger PagerDuty Incident on update. This adjustment covers scenarios where an existing ServiceNow incident that is not yet linked to PagerDuty updates in a way that meets the conditions to create a PagerDuty incident.

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Tip

Before proceeding, ensure that PagerDuty priorities and ServiceNow priorities are synchronized and configured according to the Advanced ServiceNow Configuration guide.

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Warning

The PagerDuty Support Team does not support customizations that alter the out-of-the-box behavior of the integration. You may need to configure the synchronization between incidents to include priorities in addition to P1 and P2.

ServiceNow determines the service and escalation policy in PagerDuty using the following criteria:

• If ServiceNow to PagerDuty mapping is set to Assignment Groups map to PagerDuty, the assignment group must be provisioned. Its PagerDuty Service field must correspond to a valid service ID and its PagerDuty Escalation field must correspond to a valid escalation policy ID.
• If ServiceNow to PagerDuty mapping is set to Configuration Items and Assignment Groups map to PagerDuty:
  • The escalation policy can be determined from the assignment group, whether it is set as the assignment group of the incident or as the assignment group designated for the configuration item.
  • The service can be determined from the configuration item, or:
  • If the configuration item is not provisioned, the service can be determined from the configuration property Default PagerDuty Service ID to use if Configuration Item is not mapped.

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Versions 3.5 and Earlier

In versions 3.5 and earlier, the PagerDuty escalation policy is not required to create an incident, but only assignment groups can be associated with PagerDuty services.

In version 4.0 and later, PagerDuty fields appear in three places on the group form:

1. Two fields on the incident form.
2. One field on the user form.
3. One field on the configuration items form.

To make each field visible:

1. View the form you want to change and right-click the gray header.
2. Navigate to Configure Form Layout to open the two-column configuration page.
3. Find the PagerDuty fields you want to include in the left column, select them, and click the Right Arrow button to add them.
4. Click Save.

The new fields display the next time you view the form.

To enable fields in the list view, click the Gear icon in the upper-left corner of the list to add columns to the display.

1. Right-click a field label and click Configure Dictionary.
2. Clear the Read only checkbox on the new page and click Save.

This process allows you to reset provisioning for a user, group, or configuration item.

1. Enable writing to the integration fields as described in the previous section. The field labels start with PagerDuty, and their column names start with x_pd_.
2. Clear the values of the fields to leave them blank.
3. Delete or rename the corresponding objects in PagerDuty to avoid name collisions, with the exception of users.

Objects must have unique names, ignoring differences in case and leading or trailing whitespace, which can cause errors when provisioning them again. Step three (deleting objects from your PagerDuty account) is necessary to ensure there are no pre-existing objects in the PagerDuty account with the same names.

This step is not necessary for users because the integration does not attempt to create a new user if it finds a user with the same email address as the user in ServiceNow. Existing users in PagerDuty do not cause issues when provisioning from ServiceNow.

If you clear the value of the PagerDuty Webhook field in the ServiceNow assignment group or configuration item, a webhook automatically re-provisions in PagerDuty when an incident for this group or configuration item triggers in PagerDuty. The integration saves the new webhook object ID to this field.

The integration provides one-to-one mapping out-of-the-box. It is, however, possible to map many PagerDuty services to a single ServiceNow assignment group or configuration item. Read more about this configuration in the ServiceNow v6 Integration Guide.

Fields such as PagerDuty Escalation and PagerDuty Service that are added to the assignment group, configuration item, and user tables in ServiceNow automatically populate with IDs from PagerDuty when they are provisioned. These IDs are all upper-cased, alphanumeric strings that begin with P. Find any PagerDuty object ID by navigating to its details page in PagerDuty and examining the page URL. The ID is near the end of the URL.

For example, if a PagerDuty service is located at https://subdomain.pagerduty.com/service-directory/P2SID6B, the service ID is P2SID6B.

To manually provision objects and create a link between pre-existing objects in PagerDuty and ServiceNow:

1. Clear the fields that contain the PagerDuty IDs, such as PagerDuty Escalation and PagerDuty Service.
2. Obtain the object IDs from their respective detail pages in PagerDuty.
3. Input the ID values into the respective fields in the ServiceNow object (assignment group or configuration item).
4. Click Save.

The integration sends the following values when provisioning a user:

• Display value (full name)
• Phone numbers:
  • phone
  • mobile_phone
• email
• title

This integration supports connecting a single PagerDuty instance with multiple ServiceNow instances, but you cannot integrate multiple PagerDuty instances with a single ServiceNow instance.