PagerDuty Spoke Flows and Actions for On-Call Scheduling

[ABillinglsey]

I’m seeking guidance on overcoming a challenge related to on-call scheduling within our Service Management implementation.

Our organization uses PagerDuty for on-call scheduling and escalation management. We have both the PagerDuty Platform for Real-Time Operations and the PagerDuty Spoke installed in our ServiceNow instance.

We are currently implementing Service Operations Workspace (SOW) to enhance our Service Management capabilities. One key requirement is to provide full visibility into who is on call and enable functionality for contacting Subject Matter Experts (SMEs) directly from SOW.

The challenge: We do not use ServiceNow’s native On-Call Scheduling module, but we want to leverage its features for visibility and integration.

Has anyone successfully built a solution to sync PagerDuty data—including current schedules and escalation policies—into ServiceNow’s On-Call Scheduling module? If so, what approach or integration pattern did you use?

Any insights, best practices, or examples would be greatly appreciated!

[Matthew_13]

Yea—people do this, but it requires custom work.

Typical pattern I see:

• Use PagerDuty APIs to pull current on-call and schedules

• Sync into ServiceNow On-Call tables (read-only)

• Use SOW for visibility and contact, not schedule management

Best recommended practice: PagerDuty stays the source of truth.

[ABillinglsey]

Thank you @Matthew_13 .  Do you have or can you recommend any procedural documentation on how to do this? The SNOW on-call tables don't match 1 for 1 with Pagerduty data so I would appreciate any additional detail on the configuration.

[Matthew_13 · Accepted solution]

There’s really no official out-of-the-box documentation that I know since this is usually done as a custom build. Most teams use PagerDuty’s APIs to pull current on-call data and map just what SOW needs into ServiceNow’s on-call tables in a read-only way. Rather than matching schedules 1:1, the focus is on visibility and contact with PagerDuty staying basically the source of truth.  Please mark solution accepted and helpfuls if you feel it helped.