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

[dklimas]

Jason Lin Edgar Evangelista TJ Kumar

We recently started using PagerDuty and I noticed PagerDuty has built an integration with ServiceNow.   I have not installed the update set yet, but based on the documentation the integration looks good.

From PagerDuty at http://www.pagerduty.com/docs/guides/servicenow-integration-guide/

Communication between ServiceNow and PagerDuty is supported in both directions allowing incidents to be acknowledged, delegated (assigned to another group) and resolved in either system.

[dlivingston]

Jason Lin edgar.evangelista tjk_001

We just integrated PagerDuty with ServiceNow and one part that supervision is looking for is to have ServiceNow be the historical data. What this means is that when a ticket is resolved that ServiceNow would do a GET or something to pull the "incident Log" from PagerDuty. Has anyone done anything like that?

PagerDuty Support says they can't push the work logs to SN but there is a GET command found on the developer website:

https://developer.pagerduty.com/documentation/rest/log_entries/show

I just don't want to reinvent the wheel if someone else has done it already.

Any help is appreciated.

David

[raghavak]

Hello Jason,

I want to implement the same push notification which you have created. We want to integrate ServiceNow with third party tool,   where ServiceNow need to push a notification to the that tool with request number. We need to send in XML format

I just want to understand the steps you have followed.

Thanks in advance.

Regards,

Raghava