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Hi everyone,

We’ve installed the PagerDuty Platform for Real-Time Operations in our ServiceNow sandbox (v8+), and the integration is working smoothly — incident notes from PagerDuty are currently updating in the Work Notes section of the linked ServiceNow incident.

However, our new requirement is to have these notes update the Additional Comments field instead, so that they're visible to requesters and not just internal users.

We've reviewed that the annotate webhook event triggers the sync, and it appears to append notes with a suffix like (PagerDuty: USERNAME on TIMESTAMP) into work notes.

Can anyone guide us on:

  • Where we can modify this field mapping — script include, transform map, or scripted REST API?

  • Best practices for safely updating comments instead of work_notes without breaking audit trail or notifications?

  • Any potential caveats or known issues when making this switch?

Appreciate any guidance or examples you can share!

Thanks, Mohan

Hi ​@Mohan Mallapu, changing the field from work_notes to comments can be a bit more complex in the PD environment, because there are certain processes that rely on the Work Notes field. Making this change would require significant updates to the integration.

The closest workaround—depending on your use case—would be to leverage the Inbound Field Rules (IFR) or Custom Fields features, which can populate both Additional Comments and Work Notes.

Hope that helps, otherwise don’t hesitate to come back!

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