Custom Field Mapping from Pagerduty to servicenow

[zee15]

Hi,

We integrate pagerduty with ServiceNow. I have created a custom field in pagerduty & I have a custom field on incident form as well now I want to map that field with the incident field in ServiceNow. I have follow the steps which is written in the document.

Document Link : https://support.pagerduty.com/docs/advanced-servicenow-configuration#custom-field-mappings

as they mention the steps that "

1. Navigate to Custom Field Mappings.
2. Select New from the top right.
3. Select a ServiceNow field (Required): Select your preferred ServiceNow field from the dropdown. We will only fetch ServiceNow fields that match the approved field types.
4. Enter the following under Configure the new PagerDuty field:
   1. Display Name: Enter a display name for the PagerDuty incident UI.
   2. Field Name: Enter a field name.
   3. Description (Optional😞 Enter an optional description.
5. Review the mapping and then click Save.

In service now there no such kind of module "Custom Field Mappings".  

How can I map the custom field with ServiceNow.

[Tammy Simmons]

Hello @zee15,

I hope this information proves useful.

To find detailed instructions, please consult your PageDuty ServiceNow Integration Guide. 

 

You can quickly navigate to the Custom Field synchronization section of the guide by clicking the provided link.

 

You may need to contract your PageDuty rep for further assistance.

If this information was helpful, please mark this answer as Accepted as Solution and hit the helpful button. Thank you!

[zee15]

Hi @Tammy Simmons,

Thankyou for the reply. I tried with this role which is mention. But that " Custom Field Mappings" module is not there.

[Tammy Simmons]

@zee15, you may want to refer to the requirements section of the PageDuty ServiceNow integration guide. This appears to be specific to the PageDuty.

Requirements

 

In ServiceNow:

• A ServiceNow Administrator role is required for configuration.

In PagerDuty:

• The ServiceNow Integration is only available to accounts on Business plans or higher. PagerDuty Custom Field synchronization and the Create a ServiceNow Incident Workflow Action are two premium features only available on the Enterprise Incident Management plan. Please contact our Sales Team if you would like to upgrade to a plan featuring the ServiceNow integration.
• A Global Admin or Account Owner base role is required for configuration.

[zee15]

Hi @Tammy Simmons 

Thankyou for the response but somehow i manage to map the custom filed using pagerduty inbound field rule. basically it gave the functionality to populate the filed using payload or hardcoded based on some conditions. so i choose payload and that will work.