Is it possible to trigger a new Pagerduty incident for an existing ServiceNow P2 ticket?

#1

Question - Is it possible to trigger a new Pagerduty incident for an existing ServiceNow P2 ticket?

Overview
We have ServiceNow integrated with Pagerduty, works great. Currently triggers a Pagerduty incident anytime a P1 or P2 incident is logged in our ServiceNow environment, for specific assignment groups (teams).

The use case we are thinking of is,

Use Case - Existing SNOW ticket, is owned by an engineer and if the status of the ServiceNow ticket changes from ‘Assigned’ to “Escalated” or something else.
Question - Can we configure Pagerduty to “re-trigger” a new PD incident to notify the on-call engineer?

#2

Hello,
as a suggestion:
If defined “Impacted Service” of the incident is different from the on-call engineer “Escalation Policy” , so it will re-trigger every one or two hours (depends on P1 or P2).
Then the on-call engineer can Acknowledge it, and snooze it for the duration he is on-call. after that, it will re-trigger automatically.

Hope it helps.
Ehsan

#3

Hi Dawud Bey,

Thank you for reaching out via our support community page. In order to better assist you with your query can you please raise a support ticket at support@pagerduty.com so that we can consult you further as there might be a possibility of troubleshooting this over a screen-share.

Thanks,

#4

You could initiate an Add Responder or Run a Response play to essentially notify a different on-call engineer or team. This could be handled in SNow logic and interact with our PagerDuty APIs.