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:
- How should the Business Services and Assignment Groups in ServiceNow be mapped to PagerDuty services?
- What are the common pitfalls or configuration issues that could lead to this "Service not found" error?
- 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!