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Integrations

Sync Service Reassignment with ServiceNow

Bidirectionally sync incident reassignments between ServiceNow and PagerDuty

The Service Reassignment feature enables bidirectional sync between ServiceNow and PagerDuty when incidents are reassigned to different Configuration Items (CIs) in ServiceNow, and when incidents are reassigned to different services in PagerDuty. This ensures data consistency and accuracy across both platforms.

The feature allows you to reassign an incident to a different service if it becomes clear that incident ownership belongs to another team, or if it was attributed to a service in error. It also ensures that updates to the service assignment are synced between PagerDuty and ServiceNow.

Prerequisites

Configure Service Reassignment

  1. In ServiceNow, navigate to the PagerDuty Settings page.
  2. Under the Activity stream customization section, you can check the Service Reassignment option to enable incident work notes related to service reassignment updates. This will allow you to view these updates in the ServiceNow incident activity stream.

Webhook Support

When a PagerDuty incident is assigned to a different service, the integration sends an incident.service_updated webhook to update the corresponding incident record in ServiceNow.

You can mass-enable this event subscription for your existing v3 webhooks in ServiceNow by running a webhook health check. After the health check completes, click Auto resolve inconsistencies to auto-remediate your existing v3 webhooks to support the new incident.service_updated event type.

Key Concepts

Mapped vs. Unmapped Services/CIs

  • Mapped: A Configuration Item in ServiceNow is mapped if the CI is linked to a PagerDuty service. For a CI to be considered mapped, its Assignment Group must also be linked to a PagerDuty escalation policy.
  • Unmapped: An unmapped Configuration Item does not have a linked service in PagerDuty, or an Assignment Group linked to a PagerDuty escalation policy.

Synchronizing CI and Service Reassignments

Overview

  • There are no limits to the number of times a CI or PagerDuty service can be reassigned.
  • You can reassign an incident to a different CI from the ServiceNow incident record, and then later reassign again from the PagerDuty incident.

Mapped to Mapped

Mapped to Unmapped

Unmapped to Mapped

Synchronize Assignment Group and Escalation Policy Reassignments

ServiceNow to PagerDuty

Assignment Group Reassignment:

a. Assignment Group is linked to a PagerDuty Escalation Policy: The PagerDuty incident delegates to the escalation policy associated with the updated Assignment Group.
b. Assignment Group is not linked to a PagerDuty Escalation Policy:

  1. Enabled: Resolves the PagerDuty incident if the ServiceNow incident is assigned to a group that doesn't exist in PagerDuty. The ServiceNow incident becomes “unlinked” and the PagerDuty incident status changes to Resolved. No changes are made to the PagerDuty incident’s escalation policy.
  2. Disabled: Resolves the PagerDuty incident if the ServiceNow incident is assigned to a group that doesn't exist in PagerDuty. No changes are made to the PagerDuty incident’s escalation policy.

PagerDuty to ServiceNow

Escalation Policy Reassignment:

a. Escalation Policy is linked to a ServiceNow Assignment Group: The ServiceNow incident is reassigned to the Assignment Group linked to the updated escalation policy.
b. Escalation Policy is not linked to a ServiceNow Assignment Group: No changes are made to the ServiceNow incident’s Assignment Group.