PagerDuty assing incident to an on-call individual

[lando321]

Hello all,

I am working with the PagerDuty integration and wanted to know if it was possible to have the assigned to field populated with the user that is currently on-call for a specific group.

Example:

Any incident that has P1/P2 priority set and has assignment group set to either "DW Production Support" or "Fusion Data" or "Comparison/Benchmark Management" should page each team's on call support from Pager Duty contact for that day.

[Ratnakar7 · Accepted solution]

Hi @lando321 ,

Yes, it is possible to have PagerDuty assign an incident to an on-call individual based on their schedule for a specific group.

Here's how you can achieve this:

1. Create a PagerDuty service that corresponds to the assignment group you want to monitor. For example, if you want to monitor incidents for the "DW Production Support" group, create a PagerDuty service called "DW Production Support."

2. In PagerDuty, create a schedule that defines the on-call rotation for the individuals in the "DW Production Support" group. Repeat this step for each group you want to monitor.

3. Configure the PagerDuty integration in ServiceNow by following the PagerDuty documentation on how to set up the integration. Make sure to specify the PagerDuty service you created in step 1.

4. In ServiceNow, create a business rule that triggers when an incident is created or updated with a P1/P2 priority and the assignment group set to "DW Production Support" or "Fusion Data" or "Comparison/Benchmark Management." In the business rule, call the PagerDuty API to trigger an incident in PagerDuty for the corresponding service. You can use the PagerDuty REST API to do this.

5. When triggering the PagerDuty incident, set the "assigned_to" field to the PagerDuty user that is currently on-call for the corresponding group. You can use the PagerDuty REST API to get the current on-call user for a schedule.

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Thanks,

Ratnakar