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HI there,

We have  PagerDuty/ServiceNow integration set up with the ServiceNow (v5.0) extension. Over the last week, the extension has stopped working for a particular Service (all the other Services work as expected).

I’ve checked and can not find any logging where we can see the extension triggering when in Incident is created (i.e. creating a Ticket in S/N).

I’ve checked the UI, and looked though the logging API (`/incidents/{id}/log_entries`), and can’t see if the incident logs the usage of the extension when it triggers?

Any thoughts, or help on this?

Regards,

Dave.

Also, I’d like to add, that the extension may not have stopped working, it’s just that there is no ticket created and linked in ServiceNow when an incident is triggered.

I’m trying to grab as much info as I can to resolve the issue, and would like to see if there are any outbound extension triggers to ServiceNow so I can at least confirm that the problem resides either in PagerDuty (if there are no extension triggers), or in ServiceNow (if there extension triggers)…

Hi ​@RavenXero,

You’re right that the incident log entries and the /incidents/{id}/log_entries API in PagerDuty don’t show when extensions (like the ServiceNow webhook) are triggered. These logs focus on incident state changes and notifications, not outbound extension activity.

To check if PagerDuty is actually triggering the ServiceNow extension, you’ll want to look at the Extension Delivery Logs for the affected service:

  • Go to the service in PagerDuty.
  • Click the “Integrations” tab.
  • Find your ServiceNow extension and look for a “Delivery” or “Recent Deliveries” section.
  • Here, you’ll see a list of recent webhook deliveries, their status, and response codes from ServiceNow.

If you see successful deliveries, the issue is likely on the ServiceNow side (maybe a required field or a data policy is blocking ticket creation). If you see failures or no deliveries, double-check the extension configuration in PagerDuty.

You can also enable debug logging in ServiceNow to get more details on incoming requests, and check the “Webhook Import Rows” table to see if PagerDuty’s webhooks are arriving but not being processed.

For more details, check out the ServiceNow Integration Guide and the ServiceNow User Guide.

Hope this helps you narrow down where the issue is! Have a nice day!

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