PagerDuty enhances ServiceNow’s effectiveness by allowing customers to quickly add real-time response capabilities to their critical change management process. PagerDuty’s Change Request Integration creates change events on PagerDuty services whenever a change request is opened, including important details like priority and risk.
🚧
Requirements
- The ServiceNow Change Request Integration is available on versions 7.5 and higher of our ServiceNow integration.
- In order to send change events from ServiceNow to PagerDuty, you must first provision a ServiceNow CI as a service in PagerDuty.
Configure the PagerDuty ServiceNow Integration
- Configure the PagerDuty ServiceNow integration.
- Once the integration has been configured, provision the desired CI as a service in PagerDuty.
- In your ServiceNow instance, navigate to the Change Requests CI and click Provision PD Change Event Integration under Related links.
Send ServiceNow Change Events
- In your ServiceNow instance, search for
Change
, click Create New and then select which type of change is required: Normal, Standard or Emergency. - Once the change request has been created, search and select the Service and Configuration Item that have been provisioned from ServiceNow to PagerDuty. Then select the Assignment Group and enter a Short description.
- In the Planning tab, enter a Justification, Implementation plan, Risk and impact analysis, Backout plan and Test plan, if applicable. This information will appear in the change event’s details in PagerDuty.
- In the Schedule tab, select and save the Planned start date, Planned end date, Actual start date and Actual end date. This information will schedule the maintenance window on the selected service in PagerDuty. Click Submit.
- Click the change request Number that was just requested and then click Request Approval at the top right of the request. Once approved, navigate to the change request and click Implement at the top right. You should now be able to see the change event in PagerDuty in the following locations:
- The Incidents Recent Changes page. If you click the change event’s Summary you will be able to see all of the details entered in the change request. You may also click the View CHG[NUMBER-HERE] link to the far right of the change event that will link back to the change request in ServiceNow.
- In the Services Service Directory Maintenance Windows tab. Please Note: Maintenance windows will not automatically end if the change request is completed in ServiceNow. Users can either manually end the maintenance window in PagerDuty or they can wait until the window ends at its end time.
- The connected service in PagerDuty will also have a Status of being in maintenance mode.
Edit ServiceNow Change Event Custom Details Format
- In your ServiceNow account, navigate to PagerDuty Configuration files Script Includes tab and search for
change events
. - Click PagerDuty Change Events and scroll down in the Script body to find the
payload
of thevar chgEventBody
. You may customize the details in this script directly. - Click Update to save your customization.
Disable Maintenance Windows via Change Requests
To disable ServiceNow change requests from creating PagerDuty maintenance windows:
- In your ServiceNow account, navigate to PagerDuty Configuration files Application Files tab and search for
*maint
. - Click the change event maintenance window system property and change the Value field to false.
- Click Update to save your customization.
Disable the ServiceNow Change Events Integration
- In your ServiceNow account, navigate to PagerDuty Configuration files Business Rules tab and search for
change events
. - Click the PD Change Request to Change Event Name and deselect the Active checkbox.
- Click Update to disable change events.
Updated 6 months ago
Learn more
- ServiceNow Integration Guide | PagerDutyarrow-right
- Table of Contents
- Configure the PagerDuty ServiceNow Integration
- Send ServiceNow Change Events
- Edit ServiceNow Change Event Custom Details Format
- Disable Maintenance Windows via Change Requests
- Disable the ServiceNow Change Events Integration
- Configure the PagerDuty ServiceNow Integration
Required if state value is assess
or authorize
or scheduled
or implement
or review
or closed
.
list / elements=dictionary
added in 1.2.0 of servicenow.itsm
ServiceNow attachments.
namestring
Name of the file to be uploaded without the file extension.
If not specified, the module will use path's base name.
pathstring / required
Path to the file to be uploaded.
typestring
MIME type of the file to be attached.
If not specified, the module will try to guess the file's type from its extension.
categorystring
- Choices:
- hardware
- software
- service
- system_software
- aplication_software
- network
- telecom
- documentation
- other
The category of the change request.
change_request_mappingdictionary
added in 1.3.0 of servicenow.itsm
User mapping for Change request object, where user can override Choice Lists values for objects.
impactdictionary
Impact is a measure of the effect of an incident, problem, or change on business processes.
prioritydictionary
Priority is based on impact and urgency, and it identifies how quickly the service desk should address the task.
riskdictionary
The risk level for the change.
statedictionary
The state of the change request.
If state value is assess
or authorize
or scheduled
or implement
or review
or closed
, assignment_group parameter must be filled in. In case that any field is renamed, that check is not performed there.
For more information on state model and transition, refer to the ServiceNow documentation at //docs.servicenow.com/bundle/paris-it-service-management/page/product/change-management/concept/c_ChangeStateModel.html
Special value that can not be overridden is
- name: Create change request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass type: standard state: new requested_by: some.user short_description: Install new Cisco description: Please install new Cat. 6500 in Data center 01 attachments: - path: path/to/attachment.txt priority: moderate risk: low impact: low other: expected_start: 2021-02-12 - name: Change state of the change request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass state: assess assignment_group: some.group number: CHG0000001 - name: Close change_request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass state: closed close_code: "successful" close_notes: "Closed" assignment_group: some.group number: CHG0000001 - name: Delete change_request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass state: absent number: CHG00000014, which would remove a change request from ServiceNow.urgency
dictionary
The extent to which resolution of an change request can bear delay.
close_codestring
- Choices:
- successful
- successful_issues
- unsuccessful
Provide information on how the change request was resolved.
The change request must have this parameter set prior to transitioning to the closed
state.
string
Resolution notes added by the user who closed the change request.
The change request must have this parameter set prior to transitioning to the closed
state.
string
A detailed description of the change request.
hold_reasonstring
Reason why change request is on hold.
Required if change request's on_hold value will be
- name: Create change request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass type: standard state: new requested_by: some.user short_description: Install new Cisco description: Please install new Cat. 6500 in Data center 01 attachments: - path: path/to/attachment.txt priority: moderate risk: low impact: low other: expected_start: 2021-02-12 - name: Change state of the change request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass state: assess assignment_group: some.group number: CHG0000001 - name: Close change_request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass state: closed close_code: "successful" close_notes: "Closed" assignment_group: some.group number: CHG0000001 - name: Delete change_request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass state: absent number: CHG00000017.impact
string
Impact is a measure of the effect of an incident, problem, or change on business processes.
Default choices are
- name: Create change request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass type: standard state: new requested_by: some.user short_description: Install new Cisco description: Please install new Cat. 6500 in Data center 01 attachments: - path: path/to/attachment.txt priority: moderate risk: low impact: low other: expected_start: 2021-02-12 - name: Change state of the change request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass state: assess assignment_group: some.group number: CHG0000001 - name: Close change_request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass state: closed close_code: "successful" close_notes: "Closed" assignment_group: some.group number: CHG0000001 - name: Delete change_request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass state: absent number: CHG00000018,
- name: Create change request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass type: standard state: new requested_by: some.user short_description: Install new Cisco description: Please install new Cat. 6500 in Data center 01 attachments: - path: path/to/attachment.txt priority: moderate risk: low impact: low other: expected_start: 2021-02-12 - name: Change state of the change request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass state: assess assignment_group: some.group number: CHG0000001 - name: Close change_request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass state: closed close_code: "successful" close_notes: "Closed" assignment_group: some.group number: CHG0000001 - name: Delete change_request servicenow.itsm.change_request: instance: host: //instance_id.service-now.com username: user password: pass state: absent number: CHG00000019,
assess
0. One can override them by setting change_request_mapping.urgency.