Support on servicenow integration : Priority mapping

bert.engelenburg · July 11, 2022, 12:40pm

Goodafternoon,

i am experiencing an issue with the Servicenow integration when trying to define priority mappings. Basically the dropdowns for selecting impact and urgency are empty. and do not allow us to define a mapping accordingly

The only difference I could find between our system and a standard dev instance is that we called our priorities P1, P2, P3,P4, P5 instead of the standard 1- critical, 2-high. It seems the integration depends on values that can be converted to an integer iso strings ?

Any solution ? Is there an include script for the mapping or any other workaround that we could apply ?

regards
Bert

abbott · July 11, 2022, 1:52pm

Hi Bert,

Can you take a look at our Advanced ServiceNow Configuration here: https://support.pagerduty.com/docs/advanced-servicenow-configuration#priority-synchronization

This should show you how to set priority levels with PagerDuty and SNOW.

Let me know if you have any further questions.

Thanks,
Abbott
East Coast Team Lead

bert.engelenburg · July 11, 2022, 2:04pm

Hi Abbott,

I already did , still the dropdowns for impact and urgency are empty.

Regards
Bert

abbott · July 11, 2022, 2:23pm

Hi Bert,

Thanks for the follow up here!

I see in your account that Priorities are enabled. Can you confirm that you have navigated in ServiceNow to the PagerDuty -> Actions -> Refresh PagerDuty Priorities?

If so, would you mind emailing us support@pagerduty.com? We will need to get more information from you.

Thanks,
Abbott
East Coast Team Lead

dmcclure · July 13, 2022, 6:59pm

You will need to customize to read from the source of impact, urgency, and priority based on what your company uses on your incident form. Do a right-click on one of those fields on your incident form to see which table/fields are used. Then you’ll need to go back to the PagerDuty Priorities section, open one of your entries, right-click on impact, urgency or priority and then go to Configure Dictionary and set the source table/field for that field. Repeat for the other two fields and you should see the values.