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Issue Summary:
We're experiencing a problem where ServiceNow incidents triggered by Solarwinds alerts are not creating corresponding incidents in PagerDuty, even though they meet the priority criteria (P1–P3).

Context:

  • Solarwinds is our alerting tool, integrated with ServiceNow (Yokohama, PD Spoke 1.4.0, PD 8.2.0).

  • ServiceNow is configured to forward P1–P3 incidents to PagerDuty.

  • We're using assignment group services only in PagerDuty (no business/technical services).

  • This issue began after integrating Solarwinds through ServiceNow Event Management.

What we've observed:

  • Some PagerDuty webhooks become disabled intermittently, though health checks often return normal.

  • The issue is inconsistent—not all Solarwinds-triggered SNOW incidents fail to generate PD incidents.

  • We suspect a possible problem with the PD Spoke workflow or webhook handling, but haven't confirmed.

If anyone has run into a similar issue or has suggestions on what to check next, I’d greatly appreciate your insights!

Hey ​@ABillingsley 👋 I hope you are doing well!

 

Like you mentioned, it looks like these issues started after you integrated Solarwinds through ServiceNow Event Management.  To try to understand what is happening I would double check any logs to understand what might be happening from ServiceNow side.

It might also be helpful to reach out to ServiceNow support specially considering you suspect this might be an issue with Spoke or the Event management logic. 

If the issue persists, I recommend you take a look at our ServiceNow Troubleshooting Guide to understand if your issue matches anything documented.

If you still have issues after trying these things, feel free to get back here or reach our to PagerDuty support. 

 

I hope I helped with your issue somehow! Have an amazing day 😁

 

 

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