Impact and urgency not coming in PagerDuty priorities

Community Alums
Not applicable

‎08-06-2024 02:41 AM

Hi All,

 

Greetings!

 

We are working on ServiceNow and PagerDuty integration. We have successfully test the connection between ServiceNow and PagerDuty. Now we are working on "Priority Mapping".

 

When we PagerDuty priority Ids, but when we open any priority for mapping "Impact" and "Urgency" are showing only "none" in the dropdown.

Please suggest how can we get the impact and urgency value in both the dropdown. As this is bit urgent for our project.

For more details, please find the attached screenshot.

 

Thanks in advance.

 

Regards,

Nikhil

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aaddgg454
Tera Contributor

‎02-12-2025 01:52 AM

Hi @Community Alums ,

 

Did you find any solution , if Yes please guide me also

 

Thank you,

Aryan

0 Helpfuls

mchaffey
Kilo Contributor

‎07-06-2025 09:30 PM

I was able to get the SNow impacts to show up in the PagerDuty Priority dropdown by doing the following:

  1. Open any incident in SNow
  2. Right-click on the field name "Impact" and select "Configure Dictionary"
  3. Click on the "Advanced View" link under "Related Links"
  4. In the "Choice table" dropdown, I selected the option '-- None --' instead of the default value 'dl_u_priority'
  5. Click the "Save" button
0 Helpfuls