Creation of incidents from SNow to PagerDuty in one direction (mirroring states, activities, etc).

#1

We are trying to integrate ServiceNow with PagerDuty. Regarding the following point from the documentation:

A ticket is filed in ServiceNow, which automatically triggers an incident in PagerDuty and notifies the user. The user takes ownership via PagerDuty, and above actions from PagerDuty are kept in sync with ServiceNow.

We followed up the instructions to connect both systems, but we need incidents only be created from SNow, and incidents created in PagerDuty are creating incidents in SNow, and we don’t want this, could you please help me sharing instructions to disable this functionality?

Thank you!

MaJo DĂ­az

#2

It’s possible for your ServiceNow Developer/Admin to disable aspects of our application to prevent PagerDuty from creating, updating, or resolving ServiceNow incidents. I’d suggest having your ServiceNow Developer/Admin speak with support about this directly.

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#3

This section of our integration guide might be helpful here: https://support.pagerduty.com/docs/servicenow-integration-guide#option-1-manually-configure-the-extension-in-pagerduty

In particular, the “Sync Option” to “Manually Sync Incidents”.

If you have further questions, feel free to reach out to support@pagerduty.com–we’re happy to help.

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