We’re looking to replace our current ticketing system. One of our must haves is Integration with PagerDuty when an incident is triggered in PagerDuty it opens and syncs the ticket updates and resolution in the ITSM system. Is anyone doing this currently? PagerDuty’s ITSM integration page seems to be getting smaller recently.
ITSM Integration
Hi Matthew,
Thank you for reaching out!
This article elaborates on integrating PagerDuty with ITSM tools!
Please let me know if you have any further questions.
Cheers,
We’re happy to collaborate with you and grow the ITSM integration portfolio!
Your requirement is central to our solutions with ITSM tools. You’d want to use our Webhook v3 subscriptions feature to ensure that for each PagerDuty incident that a webhook trigger event is sent towards your ITSM tool (or a middleware solution). From there, you can then choose additional webhook v3 event types to send across to keep things in sync (acknowledgment, adding notes, requesting responders, changing priority, and of course resolution).
Reach out to me directly if you need help from our team in creating a new ITSM solution with PagerDuty!