PagerDuty REST failed to trigger an incident: Requester User Not Found

Update: The Default User within the ServiceNow settings are already mapped to the integration user.

Hey Victor

I just came across this problem myself.

I do not believe that ‘requester user’ is actually referring to the user logging the ticket. The actual requester user in SN to PD integration is always the default user ID listed in https://<instancename>.service-now.com/now/nav/ui/classic/params/target/x_pd_integration_pd_settings_page.do

I believe the issue in my case was that the SN Assignment Group I had connected up to the PD Service had an old escalation policy. So in PD, they had changed the escalation policy to something else, but I still had the old escalation policy listed in the Assignment Group.

Go to the Assignment Group. Go to the linked Service. Make sure that the Escalation Policy linked in the Service is the same one linked in the Assignment Group. If it isn’t, fix that up.

The reason why it might work intermittently is because perhaps the old escalation policy has some staff that match the new escalation policy, so it works when those align and breaks when they don’t. Or perhaps the old escalation policy references old deleted staff and it fails when they’re on call.