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This guide covers how to set up version 4 of the PagerDuty app for ServiceNow. To view the instructions for the latest version, please refer to our New ServiceNow Integration Guide.
ServiceNow Enterprise is a powerful platform-as-a-service, which offers advanced automation and process workflow for the enterprise environment. 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.
Our ServiceNow application is certified for ServiceNow Helsinki, Istanbul, Jakarta (patch 6 and later) and Kingston. This guide will walk you through the process of integrating your environment with PagerDuty. If you’re using ServiceNow Geneva or earlier, please use the Legacy Integration Guide. There is a third integration guide available for ServiceNow Express.
Check out our Knowledge Base to find out more about:
Communication between ServiceNow Enterprise 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:
In order for the PagerDuty integration to function, the following changes are required in ServiceNow prior to installation. This work should be performed by a ServiceNow administrator.
If you wish to view the PagerDuty ID fields within ServiceNow, they will manually need to be added to views. How to do this is detailed in Show or hide fields on a form in the ServiceNow documentation.
It is also recommended that you add the fields to the list view, by clicking on the gear icon in the upper left corner of the grid, to customize the display of columns. For example, in the Groups view:
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.
This API key will be used by ServiceNow to communicate with PagerDuty. The below steps only need to be performed once during initial install.
Firstly, note, most of the basic application-wide settings for the integration are set on the page PagerDuty → Configuration → Properties accessed through the system menu:
The integration requires a ServiceNow user account under which to operate when performing actions initiated by webhooks from PagerDuty. This design serves as a security feature, and enables you to control the permissions and roles that the integration has.
ServiceNow user authentication test successful (200)
Go to PagerDuty → Configuration → Properties in the ServiceNow system menu, and configure the API connection by entering the following properties:
Connection test successful (200)
Once you’ve downloaded and configured the integration, check out our Knowledge Base for more information on configuring Priority Sync, Inbound Field Rules, and other advanced configuration options.
Other global settings for the PagerDuty integration can be found in the same PagerDuty → Configuration → Properties page as used above to configure the API connection and include:
The option Choose ServiceNow to PagerDuty mapping on the PagerDuty → Configuration → Properties page allows the following two options for the correspondane between systems:
The following diagram represents the mapping between objects in both systems when Configuation Items and Assignment Groups map to PagerDuty:
Note: If you have selected Assignment Groups map to PagerDuty in the PagerDuty Properties UI, you can skip this step. You will not need to provision Configuration Items into PagerDuty.
Before provisioning your Configuration Items into PagerDuty, it is recommended that you set the corresponding Assignment Group for each of the Configuration Items you will be provisioning. This simplifies the provisioning process: when you provision a single Configuration Item, it will verify that the Assignment Group exists in PagerDuty (as an Escalation Policy). If not, it will also provision the corresponding Assignment Group as a PagerDuty Escalation Policy.
With the PagerDuty integration, each ServiceNow configuration item can have a corresponding PagerDuty Service. This integration offers an easy way to quickly generate a new PagerDuty service and webhook (which is necessary to send information back to ServiceNow). It will also populate the associated fields within ServiceNow.
Any configuration item that extends the base cmdb_ci table can be mapped to PagerDuty because it inherits the same field that contains the PagerDuty service ID. This makes it easy to map any type of configuration item to services in PagerDuty, although provisioning only Business Services, Technical Services and/or Applications is recommended. For each configuration item type, the form view for it will need to be modified to show the PagerDuty object ID.
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.
Depending on which mapping you choose on the Properties page, some PagerDuty attributes will not be set on Assignment Groups.
Note: The user provisioning assignment groups to PagerDuty must have a PagerDuty user ID attached to their account in ServiceNow
You can verify that PagerDuty and ServiceNow are communicating by assigning an incident to the group in ServiceNow. Below is an incident that was assigned to the Database group which is tied to a PagerDuty service. It was then reassigned to the CAB Approval escalation policy within PagerDuty.
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.
Note: Once you have successfully installed and configured the PagerDuty application in your ServiceNow instance, it is recommended that you index the incident.x_pd_integration_incident column on your incident table. This will ensure optimal performance when the PagerDuty application is querying the incidents table.
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