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Update ServiceNow Update Set to v2.9.3 with Instructions for On-Call #40691

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yfangechiu merged 8 commits into from
Oct 22, 2026
Merged

Update ServiceNow Update Set to v2.9.3 with Instructions for On-Call #40691

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d097065
Update ServiceNow Update Set to v2.9.3 and add On-Call section
yfangechiu Oct 14, 2026
8eedfa6
Incorporate review feedback on the On-Call section
yfangechiu Oct 14, 2026
7ff2cf0
Document PublishOnCallPage arguments and the On-Call version requirement
yfangechiu Oct 15, 2026
b1aadae
Trim behavior details from the PublishOnCallPage section
yfangechiu Oct 15, 2026
4bfc288
Apply review feedback on the On-Call section
yfangechiu Oct 19, 2026
7d4e57b
Note the on_call_page scope requirement for scoped application keys
yfangechiu Oct 20, 2026
d0afe34
Add built_in_features to the required scopes for the On-Call page script
yfangechiu Oct 20, 2026
9792903
Apply review feedback on the On-Call section
yfangechiu Oct 20, 2026
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4 changes: 2 additions & 2 deletions ...response/incident_management/setup_and_configuration/integrations/servicenow.md
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Expand Up @@ -29,7 +29,7 @@ The ServiceNow integration with Datadog Incident Management provides you with th
To use automatic incident creation and bidirectional sync with ServiceNow:

1. Install the [ServiceNow integration][1] through the ServiceNow Integration tile and ensure you have the [ServiceNow tile configured][2] with your ServiceNow instance in Datadog.
2. Install the [ITOM/ITSM Integration for Datadog][3] (recommended) from the ServiceNow store, or download the latest Update Set ([Datadog-Snow_Update_Set_v2.8.0.xml][4]) and upload it to your ServiceNow instance manually.
2. Install the [ITOM/ITSM Integration for Datadog][3] (recommended) from the ServiceNow store, or download the latest Update Set ([Datadog-Snow_Update_Set_v2.9.3.xml][4]) and upload it to your ServiceNow instance manually.
3. Create a [service account application key][5] in Datadog for secure authentication. **Note**: Datadog recommends creating a service account key instead of using a personal one, which risks breaking the ServiceNow sync if the user's account is deactivated or if their permissions change.

## Setup
Expand Down Expand Up @@ -109,7 +109,7 @@ The following fields are synced between Datadog Incident Management and ServiceN
[1]: https://app.datadoghq.com/integrations/servicenow
[2]: /integrations/servicenow/#configure-the-servicenow-tile-in-datadog
[3]: https://store.servicenow.com/store/app/e0e963a21b246a50a85b16db234bcb67
[4]: /resources/xml/Datadog-Snow_Update_Set_v2.8.0.xml
[4]: /resources/xml/Datadog-Snow_Update_Set_v2.9.3.xml
[5]: /account_management/org_settings/service_accounts/#create-or-revoke-application-keys
[6]: https://app.datadoghq.com/incidents/settings#Integrations
[7]: /integrations/guide/servicenow-itom-itsm-setup/#tranform-maps
47 changes: 44 additions & 3 deletions hugo/content/en/integrations/guide/servicenow-itom-itsm-setup.md
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Expand Up @@ -15,6 +15,7 @@ To use the integration, follow the instructions to install it, and then configur
1. [Configure Datadog templated monitor notifications](#monitor-notifications)
1. [Configure Datadog Work Management](#case-management)
1. [Configure Datadog Incident Management](#incident-management)
1. [Configure Datadog On-Call](#on-call)
1. [Customize data with transform maps](#transform-maps)

## Configure the ServiceNow tile {#tile}
Expand All @@ -25,7 +26,7 @@ Before installing the integration, ensure you have the [ServiceNow tile configur

There are two ways to install the integration:
- Datadog recommends installing the latest version of the [ITOM/ITSM Integration for Datadog][1] integration from the ServiceNow store.
- Alternatively, you can download the latest Update Set ([Datadog-Snow_Update_Set_v2.8.0.xml][2]) and upload it to your ServiceNow instance manually.
- Alternatively, you can download the latest Update Set ([Datadog-Snow_Update_Set_v2.9.3.xml][2]) and upload it to your ServiceNow instance manually.

## Configure the integration

Expand Down Expand Up @@ -255,7 +256,18 @@ After installing the integration, in Datadog, go to the [Integration Settings][9

For step-by-step instructions on setting up and configuring this integration for incident management, see [Integrate ServiceNow with Datadog Incident Management][12].

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

Use this integration to create a ServiceNow incident when a Datadog On-Call Page triggers, and to create a Datadog On-Call Page from a ServiceNow record.

**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** and select **Integrations**.
1. Click **ServiceNow**, then click **Add Connection** and configure the connection to your ServiceNow instance.
1. Open a team's [routing rules][13] 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 {#sync-bidirectionally}

In ServiceNow, you can sync state, impact, and urgency bidirectionally with both Work Management and Incident Management.

Expand Down Expand Up @@ -367,6 +379,34 @@ To populate data into the ServiceNow incident, you have to modify your script to

{{% /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 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.

**Note**: If the Datadog application key in that **Configuration** record is a scoped application key, it must include the `on_call_page` and `built_in_features` authorization scopes.

`PublishOnCallPage` takes three arguments, in order:

| Argument | Required | Description |
| -------- | -------- | ----------- |
| Target type | Yes | The type of target to page: `team_handle`, `team_id`, or `user_id`. |
| Target identifier | Yes | The identifier of the target, matching the target type: the team's handle, the team's ID, or the user's ID. |
| Urgency | No | The urgency of the page: `high` or `low`. Defaults to `high`. |

In the following example, the business rule pages the Datadog user with the ID `<USER_ID>` at high urgency:

```javascript
(function executeRule(current, previous /* null when async */) {
new PublishOnCallPage(
"user_id",
"<USER_ID>",
"high"
).execute(current);
})(current, previous);
```
{{% /collapse-content %}}

## Troubleshooting

{{% collapse-content title="Error message in your Datadog integration" level="h3" expanded=false id="troubleshooting-error-messages" %}}
Expand Down Expand Up @@ -399,7 +439,7 @@ Need additional help? Contact [Datadog support][10].
{{< partial name="whats-next/whats-next.html" >}}

[1]: https://store.servicenow.com/store/app/e0e963a21b246a50a85b16db234bcb67
[2]: /resources/xml/Datadog-Snow_Update_Set_v2.8.0.xml
[2]: /resources/xml/Datadog-Snow_Update_Set_v2.9.3.xml
[3]: /integrations/servicenow/#configure-the-servicenow-tile-in-datadog
[4]: https://app.datadoghq.com/integrations?integrationId=servicenow
[5]: https://app.datadoghq.com/work/settings
Expand All @@ -410,3 +450,4 @@ Need additional help? Contact [Datadog support][10].
[10]: /help/
[11]: /monitors/configuration/?tab=thresholdalert#multi-alert
[12]: /incident_response/incident_management/integrations/servicenow
[13]: /incident_response/on-call/routing_rules/
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