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I'm encountering an issue with the PagerDuty integration in ServiceNow and could use some help understanding the error and its causes.

Context: In some cases, when a ServiceNow incident is created and we expect a linked PagerDuty ticket to be opened, the PagerDuty integration gives an error that appears in the work activity of the ServiceNow incident: "PagerDuty REST failed to trigger an incident: Service not found".

In ServiceNow, teams (Assignment Groups) have associated Business Services where the team is listed as the Technical Support Group. These associated Business Services do not appear to be linked directly to PagerDuty and do not have corresponding PagerDuty services.

It may be a coincidence, but it appears that the error occurs when a ServiceNow incident is created with a Business Service for which the Assignment Group is not the Technical Support Group in ServiceNow.

Question: Can anyone explain what might be causing this error and how the flow and connections between ServiceNow and PagerDuty work in this context? Specifically, I'm trying to understand:

  1. How should the Business Services and Assignment Groups in ServiceNow be mapped to PagerDuty services?
  2. What are the common pitfalls or configuration issues that could lead to this "Service not found" error?
  3. Are there any best practices for ensuring that the integration between ServiceNow and PagerDuty is correctly set up to avoid such errors?

Any insights or guidance would be greatly appreciated. Thank you!

Hi ​@Christian VanderZiel,

The error “PagerDuty REST failed to trigger an incident: Service not found” usually means that the ServiceNow Business Service or Assignment Group isn’t mapped to a PagerDuty service, or the mapping is misconfigured.

Here’s a list of things you can check to help you troubleshoot this issue:

  • Make sure every Business Service in ServiceNow that should trigger a PagerDuty incident is linked to a PagerDuty service.
  • Confirm that the Assignment Group is set as the Technical Support Group for the Business Service in ServiceNow.
  • Double-check your integration mappings in both ServiceNow and PagerDuty. The integration needs to know which PagerDuty service to use for each Business Service or Assignment Group.
  • If you’re using a custom mapping or have multiple assignment groups, make sure the correct group is being referenced when the incident is created.
  • Review the permissions for the integration user in PagerDuty to ensure it can trigger incidents on the relevant service.

If you update the mappings and still see the error, try triggering an incident with a Business Service and Assignment Group you know are mapped correctly to help isolate the issue.

I also put together a list of useful docs and guides that you can go through to help you with this issue:

1. PagerDuty ServiceNow Integration Guide (Covers mapping and setup):
PagerDuty ServiceNow Integration Guide

2. Custom Field Mappings and Advanced Configuration:
ServiceNow Custom Field Mappings - PagerDuty Support

3. ServiceNow Product Documentation on PagerDuty Integration:
Integrating with PagerDuty - ServiceNow Product Documentation

Please let me know if this helps and if you figured this puzzle out. Have a nice day!

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