PagerDuty incidents are not reflecting in PagerDuty record
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-31-2023 03:50 PM
Hello
PagerDuty is being used for P1 and P2 incident creation and response. When PagerDuty incidents come into ServiceNow it shows as P4 instead of P1 or P2 incident. ServiceNow incident should match with PagerDuty record.
Can someone please provide suggestion where to troubleshoot this issue.
Thanks
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-01-2023 01:48 PM
Hello,
If someone familiar with PagerDuty integration with SN. Please help with the issue. Thank you
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
a month ago
Check the configuration on "x_pd_integration_pagerduty_priority" table for Priority mapping from PagerDuty
For more information, please go through below Doc
https://support.pagerduty.com/main/docs/servicenow-integration-guide#34-priority-synchronization
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-23-2023 06:40 AM
I actually was just working on this today. This is what I did to set priority. I created a hidden field on the incident record called "PagerDuty Priotiy ID". I then went to the transform map and mapped the field which is something like "P123456". Then I created a business rule that says if "P12345" then set Urgency and Impact to how so it would reflect the highest priority possible in SNOW. Then you can do the same thing for cascading the remaing PagerDuty priorities.
