I’ve worked with an internal SNOW dev on my end to integrate SNOW and PD, and pretty much everything works as expected. We’re using it in a very basic manner for now: incidents triggered in PagerDuty create corresponding incidents in ServiceNow, and notes/status updates between the two flow back and both. Resolutions in one platform occur in the other, etc. etc.
What does not seem to work, is creating a PagerDuty Incident in Service Now does not seem to be creating PagerDuty Incidents. To the best of my knowledge the only thing required for this to happen is the incident needs to be created with the SNOW user that is mapped to the PD user (it is) and an assignment group in SNOW needs to be mapped to services/policies in PD (they are).
When I create incidents nothing is being logged in the PD integration in ServiceNow so I’m kind of at a loss for what the cause is. Any ideas from past experiences? I feel like I’ve combed through the documentation at least 20 times, checked pretty much everything, and not sure what else it could be.