Creating incidents


(Sonita) #1

Very new to pagerduty. My question is , when creating a new incident in pagerduty , how I can see that incident in servicenowand vice versa?

(Nick) #2

Hi Sonita!

Thanks for reaching out to us here in the PagerDuty Community.

Have you had a chance to integrate ServiceNow with your PagerDuty account? Here’s some documentation on our integration:

Please let us know if you have any questions!


(Sonita) #3

Hi Nick ,

Thanks for your message. Yes We have integrated servicenow with pager duty. My question is how I can create an test incident in pagerduty and see that in servicenow and vice versa?

(Chiedu Uraih) #5

Hello Sonita,

If the integration has been created by following the Guide: This would mean Users have been created, Assignment Group in Servicenow provisioned and the relevant REST API Key in place;
From the service linked to Servicenow in PagerDuty, you should be able to trigger an Incident and it will create an Incident in ServiceNow.

You would need to confirm both tools are communicating. I hope this helps


(Sonita) #6

It’s working perfectly

(Nick) #7

Sounds great, Sonita! Please let us know if you have any other questions!

(Sonita) #8

How can we map the information in the details section of an incident in pagerDuty to Description field in incident in servicenow?

mapping fields
(Chiedu Uraih) #9


You can achieve this by creating a new PagerDuty Inbound Field rule
using the Webhook payload from incident.trigger tab here(

I hope that helps.

(Sonita) #10

Thanks for your help , actually I’m trying to achieve the following request as well:

When creating an incident in pagerDuty , the associated incident in serviceNow should have the following fields to be populated:

Caller - have the user populate (PagerDuty)

  • Affected User - PagerDuty
    Phone 444444455----> we change this
  • Location - San Diego
    Contact type - Monitoring
  • Category - PagerDuty
  • Subcategory - PagerDuty
  • Short description - come from PagerDuty alert title—> this is working
  • Description - fill in from Details section from PagerDuty alert

Opened - Use time of ticket creation
Opened by - PagerDuty
State - Active / and close when closed via PagerDuty
Urgency - 2 - Medium
Impact - 2 - Medium
Priority - Medium
Assignment group – Production

I’d appreciate your help!

(Jay Chiarella) #11

Hi Sonita,

We have a ServiceNow guide that will help you go over the basic inbound field rules set up, as well as setting based on the payload.

Here is a link to the documentation.

Note there also is a feature to test your new inbound field rule to view which values your inbound field rule will return.

As Cheidu mentioned, there is a sample payload of a webhook available here.

Please take a look at the documentation and let us know if you have any further questions!


(Sonita) #12

Hi Jay ,

Thank you so much for your help. Actually this is working perfectly for the string type fields like contact type . But for reference fields , it doesn’t work . for example for location field , I wanted that ‘San Digeo’ be populated , but it doesn’t work…

(Paul) #13

It’s hard to say without looking at your instance, but I noticed a typo (San Digeo) - I assume that this is just a typo in this post and it is spelled correctly in your instance, but I wanted to point it out just in case that is the issue.

Since this is a very intricate integration, it is helpful for us to have logs to troubleshoot and see what is going on behind the scenes. Here are instructions in our Knowledge Base on turning on verbose logging in ServiceNow.

Once this is turned on, you can recreate the issue you are seeing and then follow these steps to get these logs and send them to us here at PagerDuty support (

  • Navigate to PagerDuty → Support → Logs
  • Make sure you set the view to 100 per page. You can CTRL+F the incident ID’s to be sure that the log contains those details.
  • Copy and paste everything into a CSV (preferred) or text file

(Sonita) #14

Thank you so much for your help.

Actually I’m trying to map the 'Description field ’ in the PagerDuty with the Description field in service Now ,

But it doesn’t work…
Your help would be much appreciated…

(Demitri Morgan) #15

Hi @sonita,

This would only work for web-triggered incidents, but one could make an inbound field rule for when the channel type is website in the trigger log entry. See: Retrieve Incident Details Using the API: The channel property of log entries, and Getting custom details through v2 webhooks

(Sonita) #16

Thank you so much!

(Sonita) #17

Still , The description field on pager duty doesn’t show in service now although I did the following:

(Demitri Morgan) #18

I think _raw is not a property that is actually present in the channel details property. What I recommend is to reconcile your inbound field rule with a few incident.trigger inbound webhooks in Webhook Import Rows, to make sure that it is applicable to the expected structure. Mind you, that structure is not static or immutable.

  • Filter for webhooks that have message type incident.trigger.
  • Look in the payload property.

(Sonita) #19

Actually I’m very new to PagerDuty ! So you suggest I write “” this in the webhook payload field?

not sure how I can do these:

  • Filter for webhooks that have message type incident.trigger .
  • Look in the payload property.

(Sonita) #20

Actually this is working!

Thanks a lot!

(Sonita) #21

Can we map pagerduty incident id in servicenow with the incident number in pager duty?