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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?

Does this only happen when updating priority on the PagerDuty side?

Nope. It happens at incident creation. The priority is already set on the PD side. It’s not being changed.

Hi ​@spike,

I’ve done some investigation and confirmed that you opened a support request about this a while ago.

I’m happy that in the end you’ve ended solving it by rebuilding the integration.

For the sake of others finding this topic and needing help in the future, I’ll share the following documentation that might help troubleshoot this issue:

  • The Webhooks Health Check scans the existing system-wide webhook configurations connecting PagerDuty and ServiceNow, highlighting any errors or inconsistencies. The Webhooks Health Check also provides remediation guidance, such as bulk re-enabling disabled webhooks.
  • The Integration Health Check validates if the integration is able to successfully make requests to the PagerDuty REST API, validates the username and password for the integration user in ServiceNow, validates the UserID and email for the PagerDuty integration user, and validates if a Workflow Connection has been established.
  • Priority Synchronization in the ServiceNow Integration Guide.

Thank you and have a nice day!

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