PagerDuty integration

[ClayS]

Hello community.

I wanted to automatically integrate incidents created in PagerDuty with ServiceNow, so I followed the instructions on the following site to set it up.
https://support.pagerduty.com/main/lang-ja/docs/servicenow-integration-guide

In step 3, I performed an integration health check and webhook health check, and there were no problems, so I assume network communication is complete.

I also performed the subsequent settings, and finally created an incident in Pagerduty to test whether it would be integrated with ServiceNow, but the ticket is not integrated.

If you have any ideas on how to solve this, I'd love to hear them.

Thank you.

[KKM]

Hi Mirai,

I understand you're experiencing issues with integrating PagerDuty incidents into ServiceNow, despite successful health checks. Here are some steps to help diagnose and resolve the problem:

Verify Integration Settings: Ensure that the integration is configured to automatically create ServiceNow incidents when PagerDuty incidents are triggered. In PagerDuty, navigate to the service's settings and confirm that the "Sync option" is set to "Auto". If it's set to "Manual", incidents won't sync automatically.
PAGERDUTY SUPPORT

Check Webhook Functionality: Although health checks passed, it's essential to confirm that webhooks are correctly set up and active. In ServiceNow, go to "Webhook Import Rows" and look for records corresponding to the times when PagerDuty incidents were triggered. Their presence indicates that webhooks are reaching ServiceNow but might not be processing correctly.
PAGERDUTY SUPPORT

Review Required Fields in ServiceNow: ServiceNow incidents may have mandatory fields that aren't populated by default, causing the integration to fail silently. Check if there are required fields in your ServiceNow incident form that aren't being set by the integration. If so, create inbound field rules to provide default values for these fields.
PAGERDUTY SUPPORT

Inspect Data Policies and State Values: Custom data policies or state values in ServiceNow can interfere with incident creation. Ensure that there are no data policies preventing incident creation and that custom state values don't conflict with the integration's expected values.
PAGERDUTY SUPPORT

Enable Debug Logging: Activating debug logging in ServiceNow can provide more detailed information about the integration process. This can help identify where the process might be failing. Consult the ServiceNow documentation or your system administrator to enable debug logging.

Consult Integration Logs: Both PagerDuty and ServiceNow maintain logs that can offer insights into integration issues. Reviewing these logs may reveal errors or misconfigurations affecting incident synchronization.

Reach Out to Support: If the issue persists after these steps, consider contacting PagerDuty or ServiceNow support for specialized assistance.

By systematically following these steps, you should be able to identify and resolve the issue preventing PagerDuty incidents from integrating into ServiceNow.

Kindly mark it as "Accepted Solution"/"helpful", as it resolves your query. Please press like button for the resolution provided.

With Regards,
Krishna Kumar M - Talk with AIT3ch
LinkedIn: https://www.linkedin.com/in/mkrishnak4/
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[Vishal36]

Hi @ClayS, 

If health checks are passed, the problem likely lies in one of three places: the webhook payload, event rules, or field mappings.

Here’s what to double-check:

• Make sure the PagerDuty event rules are configured to trigger a webhook on incident creation.
• Check that the webhook payload matches what ServiceNow is expecting—wrong field names or missing data can silently fail.
• Review the REST message logs in ServiceNow to confirm if the call reached and was processed. If it failed, there should be clues there.

If the native setup continues to stall, OpsHub Integration Manager (OIM), a ServiceNow Partner, can support this use case by:

• Handling bi-directional field mapping between PagerDuty and ServiceNow so incidents are created cleanly
• Logging payloads, retries, and status codes for easier troubleshooting

Providing a no-plugin approach that helps teams maintain clean integrations without custom scripts. 

Hope it helps!