Stopping ServiceNow Incidents from Auto-Syncing to PagerDuty – Need Help

Patti Martinez
Tera Expert

‎02-03-2025 04:04 PM

I'm trying to stop ServiceNow from automatically creating and syncing incidents to PagerDuty, but I’m still having issues even after modifying the auto-sync Business Rule.

 

So far, I have:

  • Modified the PagerDuty Incident Trigger Business Rule to only sync critical tickets.
  • Configured a UI Action to manually sync incidents when requested (which works except for critical tickets).
  • Confirmed their are no Flows in Flow Designer.
  • Reviewed Script Includes related to x_pd_integration.
  • Set the PagerDuty webhook sync option to manual for the assignment group (though I believe this only affects PagerDuty → ServiceNow sync, not the other way around).

I want no tickets to sync unless explicitly requested via the UI Action, but currently:

  • The UI Action works for non-critical incidents.
  • For critical tickets, the sync happens automatically (likely due to the Business Rule).
  • If I disable the PagerDuty Incident Trigger Business Rule, I start seeing "---waiting---" in the PagerDuty incident number field, which suggests something else is still attempting to sync.

Can you advise on where else I should check or what I may have missed? Thanks for your help.

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KM15
Tera Contributor

‎04-07-2025 08:36 AM

Not sure if you still need help with this, but we have a similar setup and you should be able to disable auto paging by disabling the 'PD Incident Trigger' and 'PD Incident Set Waiting' Business Rules.

 

There are some reopen and reassign rules that may still automatically create PagerDuty incidents when a linked ticket has been reopened or assigned back to a PagerDuty linked group, but at least in our case we wanted that OOB behavior.

 

Keep in mind of course that any customizations will not be supported by PagerDuty vendor support.

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