ServiceNow and PagerDuty integration using REST web services

[JasonLin]

Hi All,

We are currently building an integration between ServiceNow and PagerDuty using REST web services. The goal is when there is a high or critical priority incident created in ServiceNow, we are using the PagerDuty REST web services to push the ServiceNow incident ticket to PagerDuty and PagerDuty will notify the on-call person via various notification devices. The integration worked fine except there is a long delay. Pushing a new incident ticket to PagerDuty took 10 seconds. This meant user must wait 10 seconds to save the ticket. The long wait time seem to happened between r.execute() and response.getBody(). If I pushed another ticket to PagerDuty within 1 minutes, then there is no long wait time and the job completed within a few seconds. Seem like there is some caching or timeout issue somewhere.

I also tested the PagerDuty REST web services without ServiceNow and the response is quick. I ran the cURL script to execute the PagerDuty REST web services in CURL cygwin commond line tool from my company network and received the response in one second. When ServiceNow support ran the same cURL script inside the ServiceNow datacenter network and it took 13 seconds to complete. This seem to tell me the delay problem is related to ServiceNow?

We are currently running Berlin patch07. We have been working with ServiceNow support on the troubleshooting but no resolution yet. Anyone has any suggestion or tips on this type of troubleshooting.

Thanks and Regards,

Jason

[JasonLin]

Problem resolved by ServiceNow engineer. There was a SN firewall filter rejecting DNS responses that are larger than 512 bytes and thus delayed the DNS response.

[edgar_evangelis]

Hi Jason,

We are planning to use Pagerduty. Would you mind sharing the steps and configuration you did to integrate it with SNow?

Regards,

Edgar

[tjk_001]

Hi Jason,

                                          We are looking to implement an API with PagerDuty and would like to contact you about it. Is there a way to discuss this with you of-line?

Cheers,

TJ

[JasonLin]

TJ, sorry for the late response. Are you good on the PagerDuty API now? if not pls send me an email to jason.lin@ucsf.edu and I will see what i can help.

Thanks,

Jason