PagerDuty <-> ServiceNow

Full bidirectional incident synchronisation including status updates and comments between PagerDuty and ServiceNow.

Keeping your on-call alerting and IT service management platforms perfectly aligned requires more than just creating tickets in both systems. This integration pack delivers a fully bidirectional connection between PagerDuty and ServiceNow via IntelliPaaS. When a new incident is created in either platform, a matching ticket is automatically generated in the other. As the incident progresses, status changes, urgency updates and comments made in PagerDuty are instantly reflected in ServiceNow and vice versa. When an agent resolves the ticket in either system, that resolution is synced back automatically, closing the loop without any manual intervention.

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See Full Bidirectional Incident Sync in Action

Watch how IntelliPaaS keeps PagerDuty and ServiceNow perfectly aligned, automatically creating incidents, syncing status changes and mirroring comments in both directions.

Why Deploy This Use Case

A new high-urgency incident is created in PagerDuty and IntelliPaaS automatically generates a matching incident in ServiceNow with the correct status and urgency level
The incident is acknowledged in PagerDuty and a troubleshooting comment is added, which IntelliPaaS immediately reflects in ServiceNow as an in-progress update with the comment visible on the ticket
An IT agent adds a final comment in ServiceNow and resolves the ticket, which IntelliPaaS syncs back to PagerDuty to close the incident automatically

Use Case Highlights

Automatic Incident Creation in Both Directions

A new incident raised in PagerDuty or ServiceNow automatically creates a matching ticket in the other platform, ensuring no incident is ever missed or untracked.

Real-Time Status Synchronisation

Status changes in either platform are instantly propagated to the other, keeping both systems accurate without any manual updates from your team.

Urgency and Priority Mapping

PagerDuty urgency levels are mapped directly to the correct ServiceNow priority fields so incidents are correctly prioritised from the moment they are created.

Bidirectional Comment Sync

Troubleshooting notes and comments added in either platform are automatically mirrored to the other, maintaining a complete and consistent incident history across both systems.

Automatic Resolution Sync

When an agent resolves a ticket in either ServiceNow or PagerDuty, IntelliPaaS syncs the resolution back to the other platform automatically, closing the loop without additional manual steps.