Whats New: ServiceNow V7 Integrations

Today, I’m excited to announce the availability of the latest version of PagerDuty’s certified integration for ServiceNow. The latest version (version 7) is now available as a certified integration in the ServiceNow AppStore for Madrid, New York, Orlando and Paris . It’s packed full of exciting new capabilities that enable you to drive real-time incident response and update the business stakeholders of the potential business impact right from within ServiceNow.

If you’re ready to get started, quickly read the upgrade tips at the bottom and then follow the installation guide once you’ve installed the integration from the ServiceNow Store.

What’s New in v7.0

Ability to trigger a response play for an incident, from within ServiceNow

When you have an on-going incident, it may be necessary to trigger the appropriate response play and ensure that the right set of responders are looped in. This could potentially impact the response time and mean time to resolution for critical incidents. To ensure the users can avoid switching multiple tools, we have now enabled the capability to leverage PagerDuty’s Response Play Capabilities directly from within the ServiceNow Incident view. This gives you the ability to trigger appropriate incident actions that could be triggered with click of a button and reduce potential opportunity for loss of time taken to execute incident response processes.

You can run response plays from within the incident details view also while accessing the previously added capabilities to add responders and adding conference bridge details to allow looping in the necessary responders to an incident.

Ability to add a Status Update for Business Stakeholders, from within ServiceNow

The ability to ensure the necessary business stakeholders and subscribers are updated on the potential business services impact is not a new capability, however this could now be accessed from within ServiceNow incident details allowing responders to notify the subscribers without switching multiple tools.

The responders will be able to select the appropriate business impact and write necessary update information which will leverage PagerDuty Status Dashboard capabilities to keep the appropriate stakeholders updated of the impact of an on-going incident.

Ability to map multiple Escalation Policies to a single Assignment Group based on Priority

Escalation policy mapping to an assignment group within ServiceNow has been around for quite sometime now. What we have enabled with this release is the ability to allow mapping multiple escalation policies to a single assignment group within ServiceNow which are differentiated by priority levels. This will allow triggering appropriate and priority specific escalation policies to ensure the right responders are looped in for right priority level incident.

The current mapped escalation policy is set as the default escalation (Note: There is a migration script which you should run to ensure your current mappings are moved to the new table) . The appropriate escalation policy will be triggered when a new incident is created within ServiceNow. And also it will be updated whenever the priority and the assignment group are updated.

Please note with V7 that the priority specific escalation policy will not be triggered when the assignment group remains the same but only the priority on the incident is updated.

Ability to support MID Server on ServiceNow

We have now enabled the capability to allow ServiceNow MID Server details to be supported for the PagerDuty integration.

Ability to bulk provision Services and dependencies from ServiceNow to PagerDuty

The ability to provision services and dependencies have been manual for users on per Configuration Item basis. With this release we have now enabled to allow bulk services and dependencies provisioning from ServiceNow into PagerDuty.

There are two options which will support this for the users. The first option of Services Provisioning Settings is to allow selection of the CI Classes and categories they would like to provision. The matching services will be provisioned as a technical service into PagerDuty and all the dependent CIs will be fetched from the CI relationships table. The provisioning will be triggered when the user uses the related link on a CI item for Provisioning. This configuration allows one single trigger of all matching CI dependencies for CI Classes and categories to get provisioned whenever the user selects the provision on a single CI item. The parent CI will be a business or technical service based on what call to action has been selected on the CI and all the dependencies will be provisioned as a technical service.

Note : This is not automatic provisioning from the configuration page. It requires the user to select the provision CI related link against at least one CI to provision the CI and all its dependencies matching the criteria.

Note: This is not compulsory to setup services provisioning from the second option within this configuration which is custom services provisioning.

The Second option we have enabled is for customers to setup custom configuration to do a bulk provisioning from their CI table and manually selecting the relationship and the type of service to be provisioned.

The custom services provisioning is a three step process. The step 1 is allowing the users to save a relationship configuration. The configuration allows users to select the CI table where they maintain the CI’s which will be used to provision the services. The user can select what type of service do they want to provision the particular CI as in PagerDuty (Technical or business service) and choose the column which holds the CI information which will be used as the label for the service within PagerDuty.

The relationship with the other service could be consumes or consumed by which is the parent-child relationship dependency that PagerDuty supports. The user could use the same table and select a different column or select a different table which holds the column information.

In step 1 multiple relationship combinations could be saved before moving in to the second step.
(Note: There is no ability to delete a saved relationship on V7, so please verify before saving a new relationship)

The relationship configuration will be used to fetch the list of services from the selected table, the parent service and child service will be mapped in the step 2 View services.

The Step 2 allows customers to view the services and their dependencies before provisioning. Please note that this is a mandatory step to ensure you verify the services and dependencies before they are provisioned in to PagerDuty.

This step also allows you to multi-select the rows of services and dependencies which you do not want to provision and bulk delete the rows to ensure they are not provisioned in to PagerDuty.

The Step 3 is the call to action to allow you to finally bulk provision the services and dependencies which were added to the mapping table as part of the previous steps.

Note: As part of V7 we are currently only allowing bulk services and dependencies provisioning of new services. We do not allow the ability to select and existing service and map new dependencies. Also, the custom provisioning will allow parent CIs to be provisioned without child CI but will not provision a child CI without a parent CI. Also, current release does not handle circular dependency. Also this settings will not fetch based on relationships on SNow, but will be based on the relationship you have configured.

Please reach to us if you need help in setting up services provisioning on your instance.

Tips for Upgrading

Before you start the upgrade process for the PagerDuty integration, here are a few things to consider:

  • Consider testing the upgrade path in your development environments first.
  • If you have made customizations to the PagerDuty Integration, you must first backup, then revert your customizations. You can then upgrade and re-apply the customizations if necessary.
  • Why? The ServiceNow App Store won’t patch files that have been modified/customized by customers. If you have customizations.

How can I find out if the integration has been modified?

The easiest way is to check the Updated By attribute for each of the files in the PagerDuty integration.

  • In ServiceNow, navigate to PagerDuty → Configuration → Configuration Files
  • Update the Form Layout to show the Updated by and Updated columns to the view for all of the tabs (Business Rules, Script Actions, Includes, UI Actions, etc.)
  • If the Updated by value is not PagerDuty, it’s a good sign that someone in your organization modified the file.
  • Compare the changes to the original version, document your customizations and revert to the store version.
  • After you upgrade, you can determine if these customizations are required again and re-apply.

Upgrading PagerDuty Extensions (Webhooks)

As part of the Integration update, there’s a new type of Extension (or Webhook) in PagerDuty. The integration ships with a script to update the PagerDuty Extensions with a single click.

  • After upgrading, verify that the PagerDuty Settings page is up to date.
  • In particular, ensure that “ServiceNow user for authentication” and “ServiceNow user password for authentication” are present, as these are needed by PagerDuty to communicate with ServiceNow.
  • Run both the Test REST API Connection and the Test ServiceNow User Authentication scripts. Both should return a “success (200)”.
  • Run the MIGRATE WEBHOOKS to v7.0 script. Output will be displayed and upon completion, a success message will display. This script removes your existing v5.0 or v6.0 Extensions from your PagerDuty account and adds new v7.0 Extensions.

Using ServiceNow Clone Data Preservers to maintain Dev Settings

If you already have a ServiceNow development instance configured with non-production instance of PagerDuty, using a Clone Data Preserver can help maintain configuration settings across instances. By configuring a Clone Data Preserver in your Production instance of ServiceNow, your PagerDuty Settings won’t be overwritten when you sync from Production down to lower environments.

Questions? Feedback?

If you have any questions or feedback on the integration, let us know.