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.

[Gon_alo Oliveir]

Hi @zee15 , could you share an example of the dot walking you used on the Inbound Field Rule?
I was trying something like custom_fields.'name_of_the_custom_field' but it didn't work for me.

Thanks in advance!

[zee15]

Hi @Gon_alo Oliveir You can take a reference from this Snapshot which I attached below :

And in script field you can add this code :

var parsedData = value.details;
var result = "";
var description = "";

if (typeof parsedData == "string") {
    result = parsedData;
} else if (parsedData !== null && typeof parsedData === "object") {

    for (var key in parsedData) {
        description += key + " : " + parsedData[key] + "\n";
    }
    result = description;
}

Change the condition accordingly

Also you can take a reference from pagerduty doc : https://developer.pagerduty.com/docs/88922dc5e1ad1-overview-v2-webhooks

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

[Gon_alo Oliveir]

Thank you for the fast reply @zee15 !
I was able to get the custom field value using: "data.custom_fields.value".
Maybe this only works because I only have a custom field defined.
I will also take a look at what you mentioned!
Thank you once again!

[mike_allgire]

If there is more than one custom field, it only seems to return the first instance of "data.custom_fields.value". Are you only bringing back one custom_field value, or have you attempted multiple yet?

[mike_allgire]

Figured multiple custom fields out. If you set the value of PagerDuty webhook payload field to "data.custom_fields" then it returns the objects in the value. From there you can search through for the value related to the name of the custom_field

for (var i = 0; i < value.length; i++){
var fieldName = value[i].name;
var fieldValue = value[i].value;
}