ServiceNow Event Management Not Triggering PagerDuty Incidents from Solarwinds Alerts

ABillinglsey
Tera Contributor

4 weeks ago

Issue Summary:
We're experiencing a problem where ServiceNow incidents triggered by Solarwinds alerts are not creating corresponding incidents in PagerDuty, even though they meet the priority criteria (P1–P3).

Context:

  • Solarwinds is our alerting tool, integrated with ServiceNow (Yokohama, PD Spoke 1.4.0, PD 8.2.0).

  • ServiceNow is configured to forward P1–P3 incidents to PagerDuty.

  • We're using assignment group services only in PagerDuty (no business/technical services).

  • This issue began after integrating Solarwinds through ServiceNow Event Management.

What we've observed:

  • Some PagerDuty webhooks become disabled intermittently, though health checks often return normal.

  • The issue is inconsistent—not all Solarwinds-triggered SNOW incidents fail to generate PD incidents.

  • We suspect a possible problem with the PD Spoke workflow or webhook handling, but haven't confirmed.

If anyone has run into a similar issue or has suggestions on what to check next, I’d greatly appreciate your insights!

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2 REPLIES 2

Bhuvan
Tera Sage

4 weeks ago

@ABillinglsey 

 

Have you tried troubleshooting steps mentioned in PagerDuty - ServiceNow integration,

 

https://support.pagerduty.com/main/docs/servicenow-troubleshooting-guide

 

Thanks,

Bhuvan

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Pascal Verdieu
Mega Sage

2 weeks ago

Assuming the PD flow trigger is the creation of the incident, then as long as the incident is created, the SolarWinds flow has done it's job.  Have you looked at the PD flow instance details?

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