# ServiceNow User Guide How to use the ServiceNow integration after installation ## Use PagerDuty Actions in ServiceNow The latest version of PagerDuty’s ServiceNow integration allows ServiceNow users to utilize PagerDuty’s [Add Responders](/incident-management/incidents/add-responders), [Conference Bridge](/incident-management/incidents/conference-bridge), [Incident Workflows](/ai-automation/automation/incident-workflows), [Incident Types](/integrations/servicenow-integration-guide/advanced-servicenow-configuration#incident-types-and-custom-field-mappings), and [Status Update](/incident-management/communicate/communicate-with-stakeholders#status-updates) capabilities within the ServiceNow interface. This suite of actions is an extension of previous versions which also allow you to trigger, reassign and resolve PagerDuty incidents from ServiceNow. To use these capabilities within ServiceNow, users must have a new role added to their ServiceNow user record: `x_pd_integration.incident_response`. ![PagerDuty actions in ServiceNow](/images/kb/8effca9929a5492de1c8c45e7789edce97cbb17c1a45fa0bfc157278cc83d217-PagerDuty_actions.webp) ### Take Action on an Incident from ServiceNow #### Trigger a PagerDuty Incident from ServiceNow 1. Search and select **PagerDuty Incidents** in the application navigator. Click **New** to create a new incident. 2. Perform the following: | Field | Instruction | | :--------------------- | :------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Caller** | Enter the ServiceNow user mapped to your PagerDuty account. | | **Short description** | Enter a short description. By default, PagerDuty uses this for the incident title. | | **Assignment Group** | Search and select an Assignment Group that is mapped to PagerDuty. | | **Configuration Item** | If you are [mapping configuration items](/integrations/servicenow-integration-guide/servicenow-provisioning#how-servicenow-objects-map-to-pagerduty-objects) to PagerDuty services, search and select the Configuration Item mapped to PagerDuty. | | **Impact** | Select the appropriate value to generate a **Priority** value of 1 or 2. If you wish to trigger PagerDuty incidents for other priorities as well, you can follow the [Priority Mapping](/integrations/servicenow-integration-guide#342-define-the-priority-mapping) steps. | | **Urgency** | Select the appropriate value to generate a **Priority** value of 1 or 2. If you wish to trigger PagerDuty incidents for other priorities as well, you can follow the [Priority Mapping](/integrations/servicenow-integration-guide#342-define-the-priority-mapping) steps. | Enter any other preferred information on this page and click **Submit** in the upper right. 3. You should now see an incident in your PagerDuty account on the service that is mapped to your Assignment Group or Configuration Item. The integration will use the [default service](/integrations/servicenow-integration-guide/servicenow-integration-details#pagerduty-settings) if a mapped service does not exist. If you would like a link back to the ServiceNow incident, click the PagerDuty **incident title** and click the **Incident Number** to the right of **Linked Records**. > **View Object Mappings:** You can see what PagerDuty service or escalation policy is mapped to a ServiceNow object by viewing the object's record in ServiceNow. > > - Assignment Groups mapped to a PagerDuty escalation policy will have an ID value in the **PagerDuty default escalation** field. > - Configuration Items or Assignment Groups mapped to a PagerDuty service will have an ID value in the **PagerDuty service** and **PagerDuty webhook** fields. #### Acknowledge an Incident from ServiceNow > **Note:** An incident can only be acknowledged through self-assignment in ServiceNow. If your ServiceNow and PagerDuty user accounts are not mapped, the integration uses the default user for the assignment and acknowledgement. 1. Search and select **PagerDuty Incidents** in the application navigator. 2. Click the **Incident Number** of your preferred incident to view its details. Select the **Assigned to** field and then choose yourself. 3. Click **Update**. This will acknowledge the incident in PagerDuty. #### Resolve an Incident from ServiceNow 1. Search and select **PagerDuty Incidents** in the application navigator. 2. Click the **Incident Number** of your preferred incident to view its details. Select the **Resolution Information** tab and then select the **Resolution Code** and enter **Resolution Notes**. 3. Click **Resolve** below. This will also resolve the incident in PagerDuty. ### Add Responders from ServiceNow > **Availability:** - The [Add Responders](/incident-management/incidents/add-responders) feature is available on the following pricing plans: Business, Digital Operations (legacy) and Enterprise for Incident Management. Please [contact our Sales team](https://www.pagerduty.com/contact-us/) to upgrade to a plan with this feature. > - You must enable the **Response Mobilizer** option in the [PagerDuty Settings](/integrations/servicenow-integration-guide/servicenow-integration-details#integration-behavior) to use this feature. 1. Search for and select **PagerDuty Incidents** in the application navigator. 2. Click the **Incident Number** of your preferred incident to view its details. 3. Click **Add Responders** and enter the **Assignment Group** and **User**. You may optionally add a **Message** for the responder and/or **Add Conference Bridge** for the incident on this screen. 4. Click **Add Responders** to send. ### Change Incident Type The Incident Types feature is documented in the [Incident Types](/integrations/servicenow-integration-guide/advanced-servicenow-configuration#incident-types-and-custom-field-mappings) article. To update an incident's type, you can refer to the steps outlined in the [Update an Incident's Type](/incident-management/incidents/incident-types#set-or-change-an-incident-type) section. ### Add a Conference Bridge from ServiceNow > **Availability:** - The [Conference Bridge](/incident-management/incidents/conference-bridge) feature is available on the following pricing plans: Business, Digital Operations (legacy) and Enterprise for Incident Management. Please [contact our Sales team](https://www.pagerduty.com/contact-us/) to upgrade to a plan with this feature. > - You must enable the **Conference Bridge** option in the [PagerDuty Settings](/integrations/servicenow-integration-guide/servicenow-integration-details#integration-behavior) to use this feature. 1. Search and select **PagerDuty Incidents** in the application navigator. 2. Click the **Incident Number** of your preferred incident to view its details. 3. Click **Add Conference Bridge**. If you have already configured a PagerDuty [Conference Bridge](/incident-management/incidents/conference-bridge), you may select it from the **Conference Bridge** dropdown. Otherwise, you may enter the **Dial-In Number** and/or **URL** manually. 4. Click **Add Conference Bridge** → **Note**: You may also optionally add a Conference Bridge while you are adding responders. Please follow instructions above in **Add Responders from ServiceNow**. ### Run a Workflow from ServiceNow > **Availability:** - [Incident Workflows](/ai-automation/automation/incident-workflows) are available on the following pricing plans: Business, Digital Operations (legacy) and Enterprise for Incident Management. Please [contact our Sales team](https://www.pagerduty.com/contact-us/) to upgrade to a plan with this feature. > - You must enable the **Incident Workflows** option in the [PagerDuty Settings](/integrations/servicenow-integration-guide/servicenow-integration-details#integration-behavior) to use this feature. 1. If you have not done so already, create a PagerDuty [Incident Workflow](/ai-automation/automation/incident-workflows). 2. Search and select **PagerDuty Incidents** in the application navigator. 3. Click the **Incident Number** of your preferred incident to view its details. 4. Click **Run a Workflow**. Select your preferred **Workflow** from the **Select Workflow** dropdown and click **Run** to run the Workflow. ### Post a Status Update from ServiceNow > **Availability:** - [Status Updates](/incident-management/communicate/communicate-with-stakeholders#status-updates) are available on the following pricing plans: Business, Digital Operations (legacy) and Enterprise for Incident Management. Please [contact our Sales team](https://www.pagerduty.com/contact-us/) to upgrade to a plan with this feature. > - You must enable the **Status Update** option in the [PagerDuty Settings](/integrations/servicenow-integration-guide/servicenow-integration-details#integration-behavior) to use this feature. 1. Search and select **PagerDuty Incidents** in the application navigator. 2. Click the **Incident Number** of your preferred incident to view its details. 3. Click **Send Status Update**. 1. **If there is a Business Service dependency mapped to this service**: The **Impacted Business Service** field will automatically populate. 2. **If there is _no_ Business Service dependency mapped to this service**: Select the **Impacted Business Service(s)** from the dropdown. 3. You should see a dialog stating `This update will be published to your PagerDuty status dashboard`. If you do not see this dialog, please [check your configuration in PagerDuty](/incident-management/communicate/internal-status-page#view-status-updates). 4. Enter your status update message in the **Status Update** field and click **Send Update**. ### Refresh PagerDuty Business Services, Services, Escalation Policies and Priorities From ServiceNow To refresh PagerDuty business services, services, escalation policies and priorities from ServiceNow, navigate to **PagerDuty** → **Actions** and click the **Refresh [PagerDuty-Object]** option for the appropriate object. ## Manual Incident Sync ![The manual incident sync option on a ServiceNow incident](/images/kb/fb8193b-manual-sync.png) When you provision Assignment Groups and Configuration Items to PagerDuty, you can configure the webhook connection [to manually sync incidents from PagerDuty](/integrations/servicenow-integration-guide/servicenow-integration-details#webhook-configuration). In ServiceNow v8, the integration leverages workflow actions to manually sync PagerDuty incidents to ServiceNow, so a workflow connection is required. Manual sync is only available for an open incident if the impacted PagerDuty service has a webhook connection to ServiceNow, and the webhook **Sync option** parameter is set to **Manual**. You cannot manually sync a resolved incident. ### Manually Create a ServiceNow Incident from a PagerDuty incident 1. Navigate to the desired incident in PagerDuty and view the incident details page. 2. The location of the manual sync button will depend on your integration version: - If you are using ServiceNow v8, which utilizes our v3 webhooks, select **More** → **Sync with ServiceNow** - For all other versions which use our v2 webhooks, select **Sync with ServiceNow** from the top actions menu. A modal will appear informing you that ServiceNow is processing the request, followed by a confirmation when the sync completes. A link to the ServiceNow incident will appear in the PagerDuty incident’s **Linked Records** field.