@paul_dott wrote:
Problem/Complaint: When a PagerDuty Incident is linked with ServiceNow, the ServiceNow Activities feed explodes with extraneous worknotes and system related events. This makes reading the ticket quite challenging as you have to weed through a lot of noise.
As an example if someone adds a note in the ServiceNow ticket, it syncs to PagerDuty (which is great) but then PagerDuty will also post that note back into the ServiceNow ticket. Also when the ticket is assigned, it has two entries. One from ServiceNow, and one from PagerDuty.
Solution: Move all notes from this integration into it’s own tab, similar to the PagerDuty Response tab which tracks responder status or maybe provide a configuration to to choose which type of notes/events to sync between systems.
I have poked around the Business rules, and script actions/includes, but before I start customizing this integration too muc, has anyone found a viable solution to this? Or perhaps there are some Enhancements in the works from the PagerDuty team to address some of these use cases.
Thanks!
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