ServiceNow

ServiceNow + PagerDuty Integration Benefits

• Conduct PagerDuty incident response inside the ServiceNow interface, such as running Incident Workflows, posting status updates and setting the impacted Business Service.
• Sync PagerDuty Custom Fields bi-directionally with ServiceNow Incident record fields. This allows for a more accurate system of record and provides responders with relevant, updated incident context.
• Reduce manual toil by automating ServiceNow Incident creation through Incident Workflows.
• Perform Assignment Group and priority mapping to PagerDuty escalation policies.
• Reduce configuration time by provisioning Business and technical services from ServiceNow to PagerDuty, along with their dependency relationships.
• Send ServiceNow change requests to PagerDuty as change events.
• MID server support.

How it Works

Incident communication between ServiceNow and PagerDuty is bi-directional. This allows you to trigger, reassign, resolve, use Incident Workflows, post status updates and set impacted Business Services in either system. The following behavior is supported:

• Third-party monitoring tool integrations detect an issue and trigger an incident in PagerDuty. Responders receive PagerDuty incident notifications and they can acknowledge and resolve incidents in PagerDuty. PagerDuty incidents can automatically create a ServiceNow incident when triggered or manually through the incident details page. After a ServiceNow incident and PagerDuty incident are linked, the above actions are kept in sync for the lifecycle of the incident.
• When a ServiceNow ticket is created, it automatically triggers a PagerDuty incident and notifies on-call responders. A responder acknowledges the PagerDuty incident, and above actions from PagerDuty are kept in sync with the ServiceNow ticket.

Requirements

In ServiceNow:

• A ServiceNow Administrator role is required for configuration.

In PagerDuty:

• The ServiceNow integration is available to accounts on the Business or Enterprise pricing plans. PagerDuty Custom Field synchronization and the Create a ServiceNow Incident Workflow Action are two premium features only available on the Enterprise plan for Incident Management. Please contact our Sales Team if you would like to upgrade to a plan featuring the ServiceNow integration.
• A Global Admin or Account Owner base role is required for configuration.

Quick Links

• ServiceNow Integration Details: How the integration works.
• ServiceNow User Guide: Using the integration after configuration.
• ServiceNow Provisioning: Provision Users, Assignment Groups and Configuration Items to PagerDuty.
• Advanced Configuration: Leverage the full power and versatility of the ServiceNow integration.
• ServiceNow Troubleshooting Guide: Identify and resolve common issues with the ServiceNow integration.

Version

This guide details configuration for the latest ServiceNow v8 integration.

Integration Walkthrough

Download the ServiceNow Integration Checklist before you begin to keep track of your progress.

The following video captures the integration walkthrough process, which you can use as a reference while configuring the integration in your environment.

ServiceNow Integration Walkthrough Video

Step 1: Complete ServiceNow Pre-Install Requirements

1.1 ServiceNow Application Access Controls

In order for the integration to function, a ServiceNow Administrator must allow configuration access in the following ServiceNow tables. In the application navigator, search System Definition and select the Tables module. Search for and open the following records and perform the specified actions:

1.2 Integration Installation

Install the PagerDuty integration from the ServiceNow Store.

1.3 Add PagerDuty Fields to Views (Optional)

If you wish to view PagerDuty ID fields within ServiceNow, you will need to manually add them to the Groups, Configuration Items, Users, and Incidents views. This will make it easier to see which ServiceNow objects are mapped to PagerDuty. Instructions are detailed in ServiceNow’s documentation Show or hide fields on a form.

1. We recommend that you add the PagerDuty fields to the Groups, Configuration Items, Users and Incidents views by clicking in the upper-right to customize the column display. This will make them visible in your list views only.

2. The following are the available PagerDuty fields that you can add to the various list views or forms in ServiceNow:

3. Select your preferred PagerDuty field(s) in the left-hand Available slush bucket, and then click to move it to the Selected slush bucket. Repeat as desired. Reorder select fields using and . Click OK when you are finished.

4. Configure Assignment Group/CI records to display the PagerDuty webhook sync option

Step 2: Configuration In PagerDuty

2.1 Create a PagerDuty API Access Key

1. Log in to the PagerDuty web app (https://identity.pagerduty.com/). Navigate to Integrations API Access Keys.
2. On the API Access Keys page, click Create New API Key.
3. In the dialog that appears, enter a Description for your key (e.g., "ServiceNow <> PagerDuty Integration"). Leave the box to create a read-only API key unchecked, since the integration requires a full-access API key. Click Create key to save.
4. Next you will see a dialog displaying your API key. Copy this key and save it in a secure place, as you will not have access to the key after this step. 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 and saved your key.

2.2 Create a Default PagerDuty User Account for ServiceNow

This integration requires ServiceNow to have access to your PagerDuty account both by an API token and a PagerDuty user account. The PagerDuty user account is required so that non-PagerDuty users can take action in ServiceNow and the actions will be reflected in PagerDuty.

1. In your PagerDuty account, navigate to People Users and click Add Users.
2. Enter ServiceNow User in the Name field and enter any valid email address in the Email field. Copy this email and save it in a safe place for later steps when you will be entering it into ServiceNow. Once you have saved this email, select Global Admin as the Base Role, click Add and then Send Invitations to save.
3. You will now see the ServiceNow User in your PagerDuty Users list. Click the user name and take note of the 7-character alphanumeric user ID in the URL of this page. For example, if your URL reads https://your-subdomain.pagerduty.com/users/PXXXXXX the user ID would be PXXXXXX. Copy this user ID and keep it, along with this user's email address, in a safe place. In later steps, you will also enter this user ID in ServiceNow.

Step 3: Configuration in Your ServiceNow Instance

3.1 Create a ServiceNow User Account For Webhook Authentication

The PagerDuty integration also requires a ServiceNow user account, which allows PagerDuty to sync actions back to ServiceNow via webhooks. This is a security feature, and allows you to control the integration’s permissions and roles within ServiceNow.

1. Log in to your ServiceNow instance. In the application navigator, search Organization Users and click New to create a new user account for PagerDuty application use.
2. Perform the following:
   1. User ID: Enter any desired username for the User ID. This username must be all lower case, e.g., pagerduty.
   2. First/Last name: Enter any desired First and Last name for the user.
   3. Email: Enter the same email that you entered for the new user in PagerDuty (step 2 of the Create a Default User Account for ServiceNow section above). This will ensure that requests are properly formatted with a PagerDuty-From header.

3. Click Submit and then search and select the user’s profile.
4. Click Set Password. In the modal that appears, click Generate and then click Save Password. Once the password has been saved, copy the username and password and keep them in a safe place, as you will need to provide them in PagerDuty Settings (within the ServiceNow UI) in a later step. Click Close to proceed.
5. In the bottom section of the User form, select the Roles tab in the User form and click Edit. In the Collection column, search and assign the following roles using :
   1. itil
   2. x_pd_integration.admin

Edit Roles

Assign "itil" role

6. Click Save to return to the User form.

The newly created user account requires the ability to make API requests. This allows PagerDuty to create and take action on ServiceNow incidents. If your ServiceNow instance allows all users to perform REST API calls, providing the itil and the x_pd_integration.admin role are sufficient.

7. In the PagerDuty ID field, enter the 7-character user ID of the default PagerDuty user account that you generated in step 3 above, Create a Default PagerDuty User Account for ServiceNow, e.g., PXXXXXX. Click Update.

To summarize what you have completed so far:

• A default PagerDuty user account has been created for ServiceNow to use.
• An API Key has been created in PagerDuty.
• A ServiceNow user account has been created for the PagerDuty integration to use.
• The user accounts have been mapped to each other via their shared email address and the PagerDuty User ID.

If all of these prerequisites have been fulfilled, you may now begin configuring the API and Webhook Connection in ServiceNow.

3.2: Configure the API and Webhook Connection in ServiceNow

3.2.1: Choose your preferred ServiceNow to PagerDuty mapping

Review the diagram below, and choose your preferred ServiceNow to PagerDuty mapping.

Choose ServiceNow to PagerDuty Mapping

3.2.2: Manage Integration Settings

In your ServiceNow instance, navigate to PagerDuty Configuration PagerDuty Settings. Configure the integration settings according to your company’s preferences and workflows, by following steps outlined in our ServiceNow Integration Details article.

3.2.3: Run the Integration Health Check

1. Run the Integration Health Check
2. Migrate your v2 webhooks to webhooks v3

3.3 Provision a PagerDuty Service

In this step you will provision a PagerDuty service, and attach an escalation policy to the newly provisioned service. Please see our ServiceNow Provisioning article for more information.

3.3.1 Run the Webhooks Health Check

1. Run the Webhooks Health Check

3.4 Priority Synchronization

The Incident Priority on a newly triggered PagerDuty incident can automatically set the priority level on a linked ServiceNow incident, and vice versa. Priority is also synced when you edit the priority of an incident in either direction. To enable this functionality, you must import PagerDuty priorities and define priority mapping in ServiceNow.

3.4.1 Import PagerDuty Priorities

1. Define incident priorities in your PagerDuty account by going to User Icon Account Settings Incident Priorities. For more information, please see our Incident Priority article.
2. In ServiceNow, navigate to PagerDuty Actions Refresh PagerDuty Priorities and click OK when prompted. After this, priorities will populate in the table x_pd_integration_pagerduty_priority, whose contents are displayed under PagerDuty priority.

3.4.2 Define the Priority Mapping

Once you have imported PagerDuty priorities, you may define priority mapping in the same table (x_pd_integration_pagerduty_priority). To map your PagerDuty incident priorities to your ServiceNow priorities:

1. In the PagerDuty Priority table, select the PagerDuty priority that you want to map.
2. Set a value for its corresponding ServiceNow Impact and Urgency.

3. Optional: You can choose to associate your priority mapping to a specific PagerDuty urgency.
4. Click Update to save the mapping.

After you create the mapping, the ServiceNow priority is automatically populated according to your Priority Lookup Rules (All System Policy Rules Priority Lookup Rules).

Step 4: Test the Integration

To verify that PagerDuty and ServiceNow are communicating, trigger a PagerDuty incident on the provisioned service and check to see that a ServiceNow Incident is also triggered. Once you resolve the PagerDuty​​ incident, the ServiceNow incident will also be resolved, and vice versa. ServiceNow also maintains a log of the incident activities that have taken place within PagerDuty.

Manage Integration Settings

For more information on managing the integration’s settings, please see our ServiceNow Integration Details article.

ServiceNow Provisioning

For more information on provisioning Configuration Items, Assignment Groups and Users from ServiceNow to PagerDuty, please see our ServiceNow Provisioning article.

Upgrade the ServiceNow Integration

To upgrade your ServiceNow integration to the latest version, please see our Upgrade to ServiceNow v8 article.