Start Using PagerDuty Today
Try PagerDuty free for 14 days — no credit card required.
This integration requires use of our v1 REST API which is currently in a decommissioning period, please contact support to gain access to a v1 REST API key to configure this integration.
For more information about the v1 REST API deprecation, take a look at our FAQ here: https://v2.developer.pagerduty.com/v2/docs/v1-rest-api-decommissioning-faq
ServiceNow Express is a platform-as-a-service which offers advanced automation and process workflow for small and medium businesses. With this integration, you will be able to leverage ServiceNow’s workflow and ticketing capabilities with PagerDuty’s robust on-call scheduling, notifications and escalations.
Communication between ServiceNow Express and PagerDuty is supported in both directions allowing incidents to be acknowledged, delegated (assigned to another group) and resolved in either system. The following workflows are supported:
You can see a visual representation of these workflows here:
This guide is certified for ServiceNow Express and will walk you through the process of integrating your environment with PagerDuty. There is a different integration method available for ServiceNow Enterprise.
The application requires a ServiceNow user account to process webhooks from PagerDuty. We recommend creating a service account for PagerDuty, rather than using an existing user account for this purpose.
pagerduty.webhook
, enter a password, and assign the roles admin
and x_pd_integration_xadmin
to this user.If you wish to view the PagerDuty ID fields, they will need to be added manually, as ServiceNow applications are unable to automatically modify form layouts. The following is the list of available fields. Adding these fields on the form views will also allow you to use the quick link to the related PagerDuty record.
Log in to PagerDuty as an admin or the account owner.
Note: You will not see API Access if you are not logged in to PagerDuty as an admin or the account owner, or if your account’s pricing plan does not include API access.
Note: Choosing v2 Current will not work for ServiceNow Express at this time.
Copy this key before closing the dialog, as you will not have access to view the key again. If you lose a key that you created previously and need access to it again, you should remove the key and create a new one. Click Close once you have successfully copied your key.
Connection test successful (200)
if everything is working properly.ServiceNow has the concept of assignment groups. With the PagerDuty integration, each assignment group will have a corresponding PagerDuty service and escalation policy. This integration offers an easy way to quickly generate a new PagerDuty service and escalation policy. It will also populate the associated fields within ServiceNow.
pagerduty.webhook
user credentials that were configured earlier.The integration also allows for the provisioning of users from ServiceNow to PagerDuty. The only requirement for provisioning is that users must have an email address set in ServiceNow in order to be provisioned in PagerDuty.
Additionally, if the user has a Business phone or Mobile phone set in their ServiceNow profile, these numbers will be provisioned as Contact Methods and Notification Rules in their new PagerDuty account.
In the list of ServiceNow users, you will be able to quickly see which users have already been created in PagerDuty as the PagerDuty ID field will be populated.
You can also provision multiple users at once by selecting them and selecting the Provision PagerDuty User option from the dropdown menu on the Users page.
You can verify that they are communicating by assigning an incident to a PagerDuty-enabled group in ServiceNow. Below is an incident that was assigned to the Service Desk group which is tied to a PagerDuty service. It was then acknowledged within PagerDuty, and a note added by the assigned user in PagerDuty was imported to ServiceNow.
Once the incident is resolved in PagerDuty, it will be resolved in ServiceNow and vice-versa. ServiceNow also maintains a log of what activities have taken place within PagerDuty.
Yes, you can do so by creating a new service in PagerDuty and selecting ServiceNow as the first integration type, or by adding a new ServiceNow integration to an existing service. You will then need to enter the PagerDuty Service ID and Escalation Policy ID into ServiceNow group’s PagerDuty service and PagerDuty escalation fields to tie the PagerDuty service and ServiceNow group together. Afterward, add a ServiceNow webhook to your PagerDuty service as follows:
https://<subdomain>.service-now.com/api/x_pd_integration_x/pagerduty_webhook
Your will also need to enter the User name and Password for the ServiceNow user account you created for PagerDuty.
Try PagerDuty free for 14 days — no credit card required.