What is PagerDuty?
PagerDuty is a vendor hosted cloud application used by UCSF IT to coordinate on-call schedules and alert on-call staff of critical and high priority IT issues.
PagerDuty is integrated with ServiceNow. When a critical or high priority IT incident ticket is created in ServiceNow, an action is triggered in PagerDuty which checks the on-call schedule for the service affected. The on-call staff is notified by PagerDuty via a phone call, SMS, or email with information about the issue. When the on-call acknowledges the PagerDuty notification, the ServiceNow ticket is automatically assigned to them.
If you're interested in managing your on-call schedules in one place and automatically route alerts to the person on-call for your ServiceNow tickets, please submit a request using our Request Form. Our ITSM Administrator will contact you to gather your requirements, set you up in the tool, and provide you with training to get you started.