Pagerduty Sync to ServiceNow

#1

Good Morning,

So we have an active integration between PagerDuty and ServiceNow with the ServiceNow extension configured for each Service.

One of the things we have noticed is that when a ticket comes from PD to SNow it does not sync up the incident reference but it does when the ticket is logged from SNow.

So, much easier to explain with pictures:
Example 1: Ticket is logged from SNow to PD:
image

Example 2: Ticket is logged from PD and sent over to SNow:
image

The sync fields don’t show, I didn’t want to log this with support encase this is expected behaviour?

Any ideas?

Kind Regards

Ashley

#2

Hi Ashley,

We have some information on how to review/check why your ServiceNow incidents do not appear in PagerDuty. Can you check out this Knowledge Base Article: https://support.pagerduty.com/docs/servicenow-troubleshooting-guide#servicenow-incidents-and-updates-do-not-appear-in-pagerduty

If you have that all setup, but don’t see it working properly, can you email us: support@pagerduty.com? We’ll be happy to help!

Cheers,
Abbott
Support Team Lead - East Coast

#3

Check to be sure that the PagerDuty webhook IDs are matching for the SNow extension and in your SNow CI/AG record.

1 Like