PagerDuty Webhook Inconsistencies

[andyrod156]

Hello,

We have the integration set up with PagerDuty, however, updates do not come in from PagerDuty. ServiceNow side creates a PagerDuty ticket and is able to update with Notes and Status. 

Checking the Webhooks in ServiceNow, each Health Check reads "SNow Entity Lined to a PagerDuty Service has an incorrect Webhook ID".

I have double and triple checked the PagerDuty Webhook ID, Service and Escalation ID and everything matches up with what PagerDuty shows.

I'm stumped as to what else could cause these inconsistencies. 

[Sam_SN]

I am also facing the same issue after Washington DC Upgrade. I have validated everything, cleanup the webhooks, created new webhooks however I still don't see any webhook import record being created in ServiceNow when I am triggering the incident in PagerDuty. When I try to test the webhook, it goes into disabled state after some time which means ServiceNow is not accepting the payload request from PagerDuty.

On the other hand, It is working fine from ServiceNow to PagerDuty and all the updates are being synced.

[andyrod156]

We actually was able to get this resolved after realizing that our PagerDuty instance was only active in Prod.

We were working off our Dev environment in ServiceNow and the outbound services were off so those updates were not being sent to PagerDuty via Webhooks.

We then tested in our Prod environment and were successful in both outbound and inbound communications from SN>PD as well as PD>SN.

I'm not sure if that would help in any way. Best of luck to you in your work.

[Sanny007]

Hi - Did you use extension v7.0 or v3 webhook? 

[Sam_SN]

I resolved this issue as there was an authentication issue with the webhook. I had to remove old webhooks and create new v3 webhooks.