Update ServiceNow Update Set to v2.9.3 with Instructions for On-Call by yfangechiu · Pull Request #40691 · DataDog/documentation

yfangechiu · 2026-10-14T17:38:33Z

Add Datadog-Snow_Update_Set_v2.9.3.xml and point the ITOM/ITSM setup guide and the Incident Management ServiceNow page at it.

Add a Configure Datadog On-Call section to the ITOM/ITSM setup guide covering the On-Call ServiceNow connection, routing rules, and creating an On-Call page from a ServiceNow business rule.

What does this PR do? What is the motivation?

Merge readiness

Ready for merge

AI assistance

For Datadog employees:

⚠️ Your branch name MUST follow the <name>/<description> convention and include the forward slash (/). If you've already created your PR with an incorrect branch name, please rename your branch and open a fresh PR.
🤖 New: Comment with /review to run an automated check that catches common issues before a Documentation team member reviews your PR.

Additional notes

Add Datadog-Snow_Update_Set_v2.9.3.xml and point the ITOM/ITSM setup guide and the Incident Management ServiceNow page at it. Add a Configure Datadog On-Call section to the ITOM/ITSM setup guide covering the On-Call ServiceNow connection, routing rules, and creating an On-Call page from a ServiceNow business rule. Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>

github-actions · 2026-10-14T17:42:08Z

Preview links (active after the `build_preview` check completes)

Modified Files

yfangechiu · 2026-10-14T18:06:53Z

/review

github-actions

🤖 Automated review by Claude. AI-generated; verify before acting.

Reviewed the new Configure Datadog On-Call section and the Update Set version bump (v2.8.0 → v2.9.3). The content is clear and the routing_rules link target exists. A few small suggestions on consistency with the rest of the page.

_{Reviewed d09706574f0bf4b413a75d5789b521cff0d745d2 — workflow run}

Move the business rule instructions into Additional configuration options, rephrase the section intro, drop the inline anchor link, and add a language identifier to the code block. Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>

Add a table describing the target type, target identifier, and urgency arguments accepted by the PublishOnCallPage script include, along with the page fields derived from the ServiceNow record. Move the version requirement to a note on the Configure Datadog On-Call section. Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>

Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>

drichards-87

Left some feedback from Docs.

drichards-87 · 2026-10-20T18:17:50Z

+
+**Note**: The integration with Datadog On-Call requires ITOM/ITSM integration version 2.9.3 or newer.
+
+1. In Datadog, go to **Incident Response** > **On-Call** > **Settings**. On the left side, select **Integrations**.


Suggested change

1. In Datadog, go to **Incident Response** > **On-Call** > **Settings**. On the left side, select **Integrations**.

1. In Datadog, go to **Incident Response** > **On-Call** > **Settings** and select **Integrations**.

drichards-87 · 2026-10-20T18:17:51Z

+**Note**: The integration with Datadog On-Call requires ITOM/ITSM integration version 2.9.3 or newer.
+
+1. In Datadog, go to **Incident Response** > **On-Call** > **Settings**. On the left side, select **Integrations**.
+1. Click **ServiceNow**, then click **Add Connection** and configure the settings for the connection with your instance.


Suggested change

1. Click **ServiceNow**, then click **Add Connection** and configure the settings for the connection with your instance.

1. Click **ServiceNow**, then click **Add Connection** and configure the connection to your ServiceNow instance.

drichards-87 · 2026-10-20T18:17:51Z

+
+1. In Datadog, go to **Incident Response** > **On-Call** > **Settings**. On the left side, select **Integrations**.
+1. Click **ServiceNow**, then click **Add Connection** and configure the settings for the connection with your instance.
+1. Click a [routing rule][13] for a team, and add a rule that creates a ServiceNow incident when an On-Call page triggers.


Suggested change

1. Click a [routing rule][13] for a team, and add a rule that creates a ServiceNow incident when an On-Call page triggers.

1. Open a team's [routing rules][13] and add a rule that creates a ServiceNow incident when an On-Call Page triggers.

drichards-87 · 2026-10-20T18:17:51Z

+1. Click a [routing rule][13] for a team, and add a rule that creates a ServiceNow incident when an On-Call page triggers.
+1. (Optional) To create a Datadog On-Call Page from ServiceNow, see [Create a Datadog On-Call Page from ServiceNow](#create-on-call-page).
+
+## Sync data bidirectionally between ServiceNow and Datadog Work/Incident Management and On-Call {#sync-bidirectionally}


Suggested change

## Sync data bidirectionally between ServiceNow and Datadog Work/Incident Management and On-Call {#sync-bidirectionally}

## Sync data bidirectionally between ServiceNow and Datadog {#sync-bidirectionally}

drichards-87 · 2026-10-20T18:17:51Z

 {{% /collapse-content %}}

+{{% collapse-content title="Create a Datadog On-Call Page from ServiceNow" level="h3" expanded=false id="create-on-call-page" %}}
+To create a Datadog On-Call Page from a ServiceNow record, add a new business rule in ServiceNow that calls the `PublishOnCallPage` script include. The script include uses the credentials from the **Configuration** record you create in [Sync data bidirectionally](#sync-bidirectionally), so complete that section first.


Suggested change

To create a Datadog On-Call Page from a ServiceNow record, add a new business rule in ServiceNow that calls the `PublishOnCallPage` script include. The script include uses the credentials from the **Configuration** record you create in [Sync data bidirectionally](#sync-bidirectionally), so complete that section first.

To create a Datadog On-Call Page from a ServiceNow record, add a business rule in ServiceNow that calls the `PublishOnCallPage` script include.

Before you start, complete [Sync data bidirectionally](#sync-bidirectionally). The script include uses the credentials from the **Configuration** record you create in that section.

drichards-87 · 2026-10-20T18:17:51Z

+
+| Argument | Required | Description |
+| -------- | -------- | ----------- |
+| Target type | Yes | The kind of target to page: `team_handle`, `team_id`, or `user_id`. |


Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>

github-actions Bot added the Guide Content impacting a guide label Oct 14, 2026

github-actions Bot reviewed Oct 14, 2026

View reviewed changes

yfangechiu and others added 3 commits October 14, 2026 14:50

Incorporate review feedback on the On-Call section

8eedfa6

Move the business rule instructions into Additional configuration options, rephrase the section intro, drop the inline anchor link, and add a language identifier to the code block. Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>

Trim behavior details from the PublishOnCallPage section

b1aadae

Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>

mathispesch reviewed Oct 19, 2026

View reviewed changes

yfangechiu and others added 2 commits October 19, 2026 14:33

Apply review feedback on the On-Call section

4bfc288

Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>

Note the on_call_page scope requirement for scoped application keys

7d4e57b

Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>

yfangechiu marked this pull request as ready for review October 20, 2026 15:21

yfangechiu requested a review from a team as a code owner October 20, 2026 15:21

Add built_in_features to the required scopes for the On-Call page script

d0afe34

Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>

yfangechiu requested a review from mathispesch October 20, 2026 17:10

apokellypse approved these changes Oct 20, 2026

View reviewed changes

drichards-87 self-assigned this Oct 20, 2026

drichards-87 requested changes Oct 20, 2026

View reviewed changes

Apply review feedback on the On-Call section

9792903

Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>

yfangechiu requested a review from drichards-87 October 20, 2026 18:52

drichards-87 approved these changes Oct 20, 2026

View reviewed changes

yfangechiu merged commit f699194 into master Oct 22, 2026
27 checks passed

yfangechiu deleted the emma.chiu/update-set-v2.9.3 branch October 22, 2026 13:06


		Note: The integration with Datadog On-Call requires ITOM/ITSM integration version 2.9.3 or newer.

		1. In Datadog, go to Incident Response > On-Call > Settings. On the left side, select Integrations.

	1. Click ServiceNow, then click Add Connection and configure the settings for the connection with your instance.
	1. Click ServiceNow, then click Add Connection and configure the connection to your ServiceNow instance.

	1. Click a [routing rule][13] for a team, and add a rule that creates a ServiceNow incident when an On-Call page triggers.
	1. Open a team's [routing rules][13] and add a rule that creates a ServiceNow incident when an On-Call Page triggers.

	## Sync data bidirectionally between ServiceNow and Datadog Work/Incident Management and On-Call {#sync-bidirectionally}
	## Sync data bidirectionally between ServiceNow and Datadog {#sync-bidirectionally}

-To create a Datadog On-Call Page from a ServiceNow record, add a new business rule in ServiceNow that calls the `PublishOnCallPage` script include. The script include uses the credentials from the **Configuration** record you create in [Sync data bidirectionally](#sync-bidirectionally), so complete that section first.
+To create a Datadog On-Call Page from a ServiceNow record, add a business rule in ServiceNow that calls the `PublishOnCallPage` script include.
+Before you start, complete [Sync data bidirectionally](#sync-bidirectionally). The script include uses the credentials from the **Configuration** record you create in that section.

	\| Target type \| Yes \| The kind of target to page: `team_handle`, `team_id`, or `user_id`. \|
	\| Target type \| Yes \| The type of target to page: `team_handle`, `team_id`, or `user_id`. \|

Conversation

yfangechiu commented Oct 14, 2026

What does this PR do? What is the motivation?

Merge readiness

AI assistance

For Datadog employees:

Additional notes

Uh oh!

github-actions Bot commented Oct 14, 2026

Preview links (active after the build_preview check completes)

Modified Files

Uh oh!

yfangechiu commented Oct 14, 2026

Uh oh!

github-actions Bot left a comment

Choose a reason for hiding this comment

Uh oh!

Uh oh!

Uh oh!

Uh oh!

Uh oh!

Uh oh!

Uh oh!

Uh oh!

Uh oh!

Uh oh!

Uh oh!

drichards-87 left a comment

Choose a reason for hiding this comment

Uh oh!

drichards-87 Oct 20, 2026

Choose a reason for hiding this comment

Uh oh!

drichards-87 Oct 20, 2026

Choose a reason for hiding this comment

Uh oh!

drichards-87 Oct 20, 2026

Choose a reason for hiding this comment

Uh oh!

drichards-87 Oct 20, 2026

Choose a reason for hiding this comment

Uh oh!

drichards-87 Oct 20, 2026

Choose a reason for hiding this comment

Uh oh!

drichards-87 Oct 20, 2026

Choose a reason for hiding this comment

Uh oh!

Uh oh!

Reviewers

Assignees

Labels

Projects

Milestone

Development

Uh oh!

4 participants

Preview links (active after the `build_preview` check completes)