Hello everyone!
My company is currently working on implementing ServiceNow and part of this process is our PagerDuty integration which we use for off-hours critical incident notification, alerting, and handling. The integration works well out of the box, but struggling handling field enforcement, particularly on resolution of a record.
We require both a resolution code and note upon incident resolution. PagerDuty will add a default resolution code, and a resolution note if a user chooses to enter one, but it's not required on resolution. From a compliance point of view, how do you ensure incident records are completed accurately and thoroughly while not hampering the process or creating obtuse workflows?
From what I can see, there is no way to enforce fields be completed in PagerDuty. I'm curious to know others solutions for this integration. Thanks!
