Integrating with PagerDuty

  • Release version: Yokohama
  • Updated January 30, 2025
  • 7 minutes to read

    • Integrating your Software Asset Management application with the PagerDuty application enables you to track your software subscriptions and to reclaim unused licenses.

    Important:
    Minimize security risks and protect information by granting access only to the necessary user or API permissions.
    Table 1. Minimal user permissions
    Process Required user role in the PagerDuty application Authentication scopes
    Download subscriptions
    • Create OAuth app: Manager
    • Token generation: Observer
    • Scoped OAuth: users:read
    • Classic User OAuth: Read
    Pull user activity
    • Create OAuth app: Manager
    • Token generation: Observer
    • Scoped OAuth: oncalls:read
    • Classic User OAuth: Read
    Reclaim subscription Create OAuth app and token generation: Global admin
    • Scoped OAuth: users:write
    • Classic User OAuth: Read/Write

    Create a PagerDuty application

    Create a PagerDuty application to integrate with your ServiceNow instance.

    Before you begin

    Procedure

    1. From a web browser, log in to the PagerDuty portal using your account credentials.
    2. Log in to your PagerDuty account.
    3. Enable Developer Mode.
      • If you’re logged in with a developer account, you can access Developer Mode automatically.
      • If you’re logged in with a customer account, you must enable Developer Mode manually by following these steps.
      1. Select the INTEGRATIONS tab.
      2. In the DEVELOPER TOOLS section, navigate to App Registration.
        You’re redirected to the Add New App page in Developer Mode.
    4. On the Add New App page, select New App.
    5. On the App Information form, fill in the fields.
      Table 2. App Information form
      Field Description
      Name Name of the PagerDuty application. For example, ServiceNow Integration.
      Description Brief description of the application.
    6. Select OAuth 2.0 in the Functionality section.
    7. Select Next.
      PagerDuty registers your application and then returns you to the Add New App page.

    Configure OAuth 2.0 for your PagerDuty application

    After you create a PagerDuty application, configure OAuth 2.0 to authorize your application to administer PagerDuty and access user-specific data on user login.

    Before you begin

    PagerDuty Role required: Refer to the Minimal user permissions table.

    Procedure

    1. On the Add New App page of your PagerDuty account, select Scoped OAuth or Classic User OAuth in the Authorization section.
      For more information about the permission scopes, refer to the Minimal user permissions table.
    2. In the Redirect URL field, enter the URL of the OAuth provider that users are redirected to after authentication.
      For example, https://<instance-name>/oauth_redirect.do, where <instance-name> is the name of your ServiceNow instance.
    3. In the Permission Scope field, select the required permission.
    4. Select Register App.
    5. From the OAuth 2.0 Client Information window, copy the values in the Client ID and Client Secret fields.
      Save them in a secure location for later use.
    6. Select Continue.

    Create a PagerDuty integration profile

    Create a PagerDuty integration profile to track software subscriptions and optimize licensing for your PagerDuty applications.

    Before you begin

    To create a PagerDuty integration profile, request the Software Asset Management - SaaS License Management plugin (sn_sam_saas_int) from the ServiceNow Store.

    ServiceNow Role required: sam_integrator or admin

    Important:
    You must select the PagerDuty Spoke check box for this integration while installing optional features on the Application Manager page. For more information about choosing the required SaaS applications, see Request SaaS License Management.

    About this task

    If you’re using Software Asset Workspace, the option to create the PagerDuty integration profile in Core UI is inactive.

    Procedure

    1. Navigate to the integration profile.
      InterfaceAction
      Core UI
      1. Navigate to All > Software Asset > SaaS License > Direct Integration Profiles.
      2. Select New.
      3. Select PagerDuty Integration Profile.
      Software Asset Workspace
      1. Navigate to License operations > User Subscriptions > Direct integration profiles.
      2. Select New.
      3. Select PagerDuty from the drop-down list.
      4. Select Continue.
    2. On the form, fill in the fields.
      Table 3. Integration Profile form
      Field Description
      Display Name Name of the integration profile. For example, PagerDuty Integration.
      Status Status of the integration profile.
      • If you have not published the integration profile, this field is automatically set to Draft.
      • If you have already published the integration profile, this field is automatically set to Published.
      Profile Type Type of integration profile.

      This field is automatically set to PagerDuty Subscription.
    3. Review the required user roles or API permissions specified in the Vendor configuration field for each process to minimize security risks and optimize SaaS licenses.
      Note:
      For more information, see Minimal user permissions table.
      1. In the Download Subscription Subflow section, verify that the Subflow field is set to PagerDuty Download Subscriptions.
        Note:
        The Download subscriptions check box is selected by default and you can't clear it.
      2. In the Calculate Activity Subflow section, verify that the Subflow field is set to PagerDuty Update User Activity.
        Note:
        The Download Activity check box is selected by default. If you clear it, the activity scheduled job SAM - Refresh <displayname> Activity isn't created.
        In the Analyze user activity field, you can also select the date and time starting from when you want to analyze the user activity. By default, you can analyze user activity up to 60 days prior to the current date and view events performed by individual users from the time you create this profile.
        Note:
        Software Asset Management pulls the events from the time that you start analyzing user activity irrespective of the profile creation date.
        You can modify this value in the Last activity threshold field of your software reclamation rules. For more information, see Review a software reclamation rule.
      3. In the Reclaim Subscription Subflow section, verify that the Subflow field is set to PagerDuty Reclaim Subscription.
        Note:
        The Reclaim subscriptions check box is selected by default. If you don't want to reclaim subscriptions, you can clear this check box. If you clear it, the removal candidates are created but the reclaim subscription subflow isn't triggered or the reclamation process isn't initiated.
    4. Select Save.
      Your ServiceNow instance creates a draft integration profile.

      The Connection & Credential field appears and is automatically set to sn_pagerduty_spoke.PagerDuty.

    5. Open the connection & credential aliases record by selecting the preview icon (Preview icon.) next to the Connection & Credential field and then selecting Open Record in the record preview.
    6. On the Connection & Credential Aliases form, select the Create New Connection & Credential related link.
    7. In the dialog box, fill in the fields.
      Table 4. Create Connection and Credential dialog box
      Field Description
      Name Name of the connection. For example, PagerDuty Connection.
      OAuth Client ID Client ID that is assigned to your PagerDuty application.
      OAuth Client Secret Client secret that is assigned to your PagerDuty application.
      OAuth Redirect URL URL of the OAuth provider that users are redirected to after authentication. Enter https://<instance-name>/oauth_redirect.do, where <instance-name> is the name of your ServiceNow instance.
    8. Select Create and Get OAuth Token.
      Note:
      For the role required to perform this step, refer to the Minimal user permissions table.
      You’re redirected to the PagerDuty Accounts page.
    9. Select the same PagerDuty account that you used to create your PagerDuty application.
    10. When you’re prompted to Authorize <pagerduty-app-name> to use your account, select Submit Consent.
      Your ServiceNow instance creates an OAuth token for PagerDuty and then automatically returns you to the Integration Profile form.
    11. On the integration profile form, select Validate Connection to verify the connection and credential details of this integration.

      Validating the connection verifies the Download Subscriptions and Calculate Activity APIs, but not the Reclaim Subscriptions APIs.

    12. After the connection is verified, select Publish.
    13. In the Publish Confirmation dialog box, select OK.
      Note:
      If you clear the Download Activity check box after the integration profile is published, you must revalidate the connections and then republish the integration profile because the following events occur:
      • The Status field on the integration profile form changes to Draft.
      • The Validate connection button shows up on the form.
      • The current SAM - Refresh <displayname> Activity job gets deleted.

    What to do next

    After the integration connects, your ServiceNow instance automatically creates software models, reclamation rules, and software subscriptions that are refreshed daily.

    If you want to set up multiple integration profiles with unique connections, create child aliases to manage different configurations and settings for each integration profile. For more information, see Create a child alias to set up multiple integration profiles.

    Review all automatically generated reclamation rules to reclaim user subscriptions. For more information, see Review a software reclamation rule.

    Create software entitlements for the automatically generated software models to track used software against owned software.
    Reconciliation also runs on your subscriptions as a scheduled job or on-demand. You can view your reconciliation results in the License Workbench (Software Asset Management classic application) or the License usage view (Software Asset Workspace). Use these results to determine your license compliance position and to remediate any non-compliance.