We’ve recently upgraded to the newest version of the PagerDuty integration in ServiceNow.

Now what we are finding is that sometime, the priority is not added to the ServiceNow incident that is raised. Most of the time things work fine. But sometimes, an incident is created with no priority.

Most days we get one or two. Some days we get 50+.

I can see no pattern to what’s going on. Times are random. Counts appear random, and most of the time it works fine.

I’ve enabled debugging on PagerDuty, even added a few logs in myself, but I’m not able to see any actually issues.

Has anyone come across this? Does anyone have an ideas on how I might move things forward?