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PagerDuty ServiceNow integration V8, extension not visible in dropdown for service

  • November 14, 2024
  • 4 replies
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We are currently using the PagerDuty extension called ServiceNow (v7) to integrate with ServiceNow. We are upgrading our ServiceNow integration to version 8. The webhook does not work the same and appears to lack the same functionality as the extension, so we’d like to use the v8 extension. 

 However, it appears that the V8 extension is not available in the dropdown:
 

Is the V8 ServiceNow integration compatible with the v7 extension? Or is there some other way for me to get the V8 ServiceNow extension? Or something else that I am missing? 

Best answer by xamici

👋 Hi ​@Christian VanderZiel,

Have you checked our guide for Upgrading to ServiceNow v8? It’s important to follow this process to ensure the upgrade is successful. Part of this upgrade process will migrate your existing SNOW v7 webhooks/extensions to generic v3 webhooks.

This can be confusing sometimes as the SNOW v7 webhooks would exist on the service under the service's Integrations tab > Extensions section, but the generic v3 webhooks (which are used by our SNOW v8 integration) are located under the service's Integrations tab > Webhooks section.

These new webhooks can also be seen by navigating to Integrations in the top nav bar and then selecting Generic Webhooks (v3) in the web UI.

Hope that helps!

4 replies

xamici
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  • xamici
  • Community Manager
  • Answer
  • November 15, 2024

👋 Hi ​@Christian VanderZiel,

Have you checked our guide for Upgrading to ServiceNow v8? It’s important to follow this process to ensure the upgrade is successful. Part of this upgrade process will migrate your existing SNOW v7 webhooks/extensions to generic v3 webhooks.

This can be confusing sometimes as the SNOW v7 webhooks would exist on the service under the service's Integrations tab > Extensions section, but the generic v3 webhooks (which are used by our SNOW v8 integration) are located under the service's Integrations tab > Webhooks section.

These new webhooks can also be seen by navigating to Integrations in the top nav bar and then selecting Generic Webhooks (v3) in the web UI.

Hope that helps!

C
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Xamici,

Thank you for your help so far.

We’ve followed the guide and successfully got the webhook working in our dev environment, allowing us to create tickets in ServiceNow. However, we’re encountering issues with event orchestrations—they aren’t copying over the description or assigning the correct group in ServiceNow.

It seems the webhook doesn’t provide the same functionality as the V7 extension, so I was hoping there might be a native V8 extension to avoid having to rework our event orchestrations.

Can you confirm if the ServiceNow extension is no longer available?

EDIT: From the guide, it looks like the webhook can provide the same functionality, but requires setup of the inbound fields, etc. For the time being, we are going to try just using the V7 extension with Xanadu SNOW so we don’t have to rework all the custom fields and inbound field rules. 

xamici
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  • xamici
  • Community Manager
  • November 18, 2024

​@Christian VanderZiel, There are some differences in the payload of the v3 webhook (you can view sample payloads here) so that could cause issues with field mappings. ​​​​​​

Note that you won’t be able to continue using the v7 ServiceNow extension/webhooks with v8 of the ServiceNow integration. You would have to complete the webhook migration in order for the integration to function properly.

If you want to stay on v7, you can do that too.Typically, as long as you’re using an "out-of-the-box" integration, upgrading from v7 > v8 should be pretty seamless. If you have customizations or Inbound Field Rules, there are steps in the guide that help you work around and update those.

You can also the advanced ServiceNow configuration if you’re expecting certain data: https://support.pagerduty.com/main/docs/advanced-servicenow-configuration#update-inbound-field-rules-to-reference-the-v3-webhook-payload.

M
  • MichaelTomar
  • New Member
  • January 14, 2025

The v8 ServiceNow integration isn’t compatible with the v7 extension. Make sure the v8 extension is properly configured in your setup. If it’s not available, you can explore tools like Skyvia for creating custom integrations to meet your needs.

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