Issue with PagerDuty

[Nivedita9]

Hi,

we have installed pagerDuty plugin in our dev instance to explore. But I’m unable to see configuration and properties module under pagerduty. I have repaired it, reinstalled still its not visible. I have already completed prerequisite for that.

Any thought on this issue?

[Abbas_5]

Hello @Nivedita9,

The PagerDuty app in ServiceNow should provide a "Configuration" module and a "Properties" module. If they are not visible after installing, reinstalling, and repairing the plugin, it could be due to a few reasons: 1) ServiceNow app not loading properly after installation, 2) PagerDuty integration not setup properly, or 3) the PagerDuty app is not activated or accessible to your user role. 

Here's a more detailed breakdown:

1. ServiceNow App Not Loading Properly:

• Refresh:

  Try refreshing the ServiceNow browser window (hard refresh: Ctrl + Shift + R) or logging out and back in. The menu may need time to update after installation.
• Clear Cache:

  Clear your browser's cache and cookies, as they might be interfering with the app loading.
• Restart ServiceNow:

  In rare cases, restarting the ServiceNow instance might be necessary for the app to load correctly. 

2. PagerDuty Integration Not Set Up Properly:

• Check Integration Key:

  Ensure the PagerDuty integration key is correctly entered in the ServiceNow plugin. A wrong or missing key can prevent the app from functioning. 
• Check API Access:

  Verify that your ServiceNow instance has the necessary API access to the PagerDuty account. 
• Review Incident Status Mapping:

  Make sure the PagerDuty incident status is correctly mapped to your ServiceNow incident status in the integration settings. 
• Check Services:

  Verify that your ServiceNow Business Services are correctly mapped to PagerDuty services. 
• Review API Documentation:

  Refer to the PagerDuty official documentation for specific setup instructions. 

3. App Not Activated or Accessible:

• User Role:

  Check that your user role has the necessary permissions to access the PagerDuty app and its configuration modules.
• App Activation:

  Make sure the app is activated within the ServiceNow instance and that it's not deactivated or hidden.
• Access Control:

  Verify that the appropriate access controls are in place to allow your user role to access the app. 

4. Other Potential Issues:

• Network Connectivity: Ensure that your ServiceNow instance can communicate with the PagerDuty API. 
• Error Messages: Check the ServiceNow instance logs for any error messages related to the PagerDuty app or integration. 
• Product Limits: A service cannot have more than 250 integrations. 

If none of these steps resolve the issue, consider contacting ServiceNow support or the PagerDuty documentation for further assistance. 

If this is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in future it will be helpful to them.

Thanks & Regards,

Abbas Shaik

[ABillinglsey]

I  had the same issue and ended up having to impersonate the System Admin to view all of the PagerDuty Config and webhook fields.  Give it a try.