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I have a requirement for servicenow incident

we have a t/f checkbox on incident form they would like when it is checked true and the priority is P1 or P2 that it automatically adds responder it would always be the same escalation policy.

has anyone done something like this?

Gary - certainly possible to add a customization for this! One approach might be to create a new business rule that will trigger when that t/f checkbox is ticked if that incident has a priority as P1 or P2, then execute a bit of glide script to make an API call adding that Escalation Policy as an additional responder for that incident. Are you comfortable working with business rules and glide script?

Thank you for the reply Doug

A BR is the approach I started but the script to make the API call is my blocker

Are you comfortable tracing some of the UI Actions and Script Includes in our PagerDuty ServiceNow App? If so, follow the “Add Responder” UI Action through and you should see the key functions that you can mimic in a new BR.


I lost my SN PDI, so I need to rebuilt and can grab some screenshots for you soon’ish if needed.

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