PagerDuty setup guide

Agents work with your code, deployments and incidents.

Ways to connect

Company admins connect apps, on the Integrations page in Everdeck: open PagerDuty, choose one of the ways below, follow its steps and fill in its fields. Everdeck checks what you enter before it saves anything, and asks you to confirm it’s you (your second factor) before you type any secret. How connecting works.

PagerDuty can be connected 2 ways. Where there’s a key or token to paste, that’s usually the quickest.

REST API key

API key.

1. Create a PagerDuty user for the agent (for example "Everdeck Agent") or choose an existing one. Its email goes into the form so PagerDuty records the agent's actions against it.
2. An Admin or the Account Owner opens Integrations > Developer Tools > API Access Keys and selects Create New API Key. Enter a description such as "Everdeck". Leave Read-only API Key unticked so the agent can acknowledge, add notes and resolve (tick it for a look-only connection), then select Create Key.
3. Copy the key (PagerDuty shows it once) and the agent user's email into the form, and pick EU as the region if your PagerDuty address ends in .eu.pagerduty.com.
4. You don't need to add a webhook: live updates from PagerDuty (starting work when an incident changes) aren't available yet, so leave the webhook signing secret empty.

Field	What to enter
PagerDuty service region (optional)	Choice: US (your-subdomain.pagerduty.com), EU (your-subdomain.eu.pagerduty.com). Starts as https://api.pagerduty.com. Accounts in the EU service region have .eu in their PagerDuty web address.
REST API key	A secret: Everdeck saves it encrypted and never shows it again.
Email of the PagerDuty user the agent acts as	Email address. PagerDuty records this user as the one who acknowledged, resolved or wrote notes.
Webhook signing secret (optional, not used yet)	A secret: Everdeck saves it encrypted and never shows it again. Live updates from PagerDuty aren't available yet; leave this empty.

Disconnecting deletes the credentials Everdeck saved, but Everdeck can't revoke them: the key, token or password itself keeps working at PagerDuty until you delete or rotate it there.

Your PagerDuty app (Scoped OAuth)

Your OAuth app.

This way signs in with an OAuth app you create for PagerDuty, as its steps describe: Everdeck never uses an app of its own. Register this redirect URI with your app:

https://everdeck.io/api/oauth/callback

Then save the app’s client ID and secret in Everdeck, on the connect page or under OAuth apps, and sign in.

1. As a Manager, Global Admin or Account Owner, open Integrations > Developer Tools > App Registration, select New App, name it "Everdeck" and finish the wizard.
2. Under Functionality, select Add on the OAuth card and choose Scoped OAuth. Add the redirect URL https://everdeck.io/api/oauth/callback, select the scopes listed below and save. Copy the client ID and client secret into the form.
3. Leave the App Type as Private: the app then works on your account without review by PagerDuty.
4. You don't need to add a webhook: live updates from PagerDuty aren't available yet, so leave the webhook signing secret empty.
5. Select Connect and sign in as the PagerDuty user the agent should act as.

Field	What to enter
PagerDuty service region (optional)	Choice: US (your-subdomain.pagerduty.com), EU (your-subdomain.eu.pagerduty.com). Starts as https://api.pagerduty.com. Accounts in the EU service region have .eu in their PagerDuty web address.
Email of the PagerDuty user you will sign in as	Email address.
Webhook signing secret (optional, not used yet)	A secret: Everdeck saves it encrypted and never shows it again. Live updates from PagerDuty aren't available yet; leave this empty.

The scopes Everdeck asks for:

• incidents.read
• incidents.write
• services.read
• oncalls.read
• users.read
• abilities.read

Disconnecting deletes the tokens Everdeck saved. PagerDuty OAuth tokens are revoked only in the person's PagerDuty profile settings.

What agents can do

An agent uses an action only when its charter grants it, on the agent’s Tools tab, where you choose whether each one runs by itself (Auto), asks first or never runs. Each action has a risk tier: tier 3 actions, which customers or the public see, ask first unless you choose otherwise, and tier 4 actions (money, deleting things, access) always need a person. How tools and tiers work.

Actions marked Reads outside content return things people outside your company may have written. Agents treat what they read as information, never as instructions, and their riskier actions later in the same session need approval.

• List incidentsTier 0 · ReadReads outside contentpagerduty_list_incidents

  List incidents, newest first, open ones (triggered or acknowledged) by default. Filter by status, urgency, service, assigned user or a time window (at most 6 months; 1 month by default). Returns id, number, title, status, urgency, priority, service, assignees and link.

• Read an incidentTier 0 · ReadReads outside contentpagerduty_get_incident

  Read one incident by id or number: title, status, urgency, priority, service, escalation policy, assignees, acknowledgements, who changed it last and the alert that triggered it.

• Read an incident's timelineTier 0 · ReadReads outside contentpagerduty_list_incident_log

  Read an incident's timeline: triggers, notifications, acknowledgements, escalations, reassignments, notes and resolution, with when and who or what did each.

• Read incident notesTier 0 · ReadReads outside contentpagerduty_list_incident_notes

  Read the notes responders have added to an incident.

• Add a note to an incidentTier 2 · Reversiblepagerduty_add_incident_note

  Add a note to an incident's timeline for the responders, for example findings or next steps. At most 2,000 notes per incident.

• Acknowledge, reassign or escalate an incidentTier 2 · ReversibleReads outside contentpagerduty_update_incident

  Change an open incident. Always include "type": "incident_reference". Examples: acknowledge {"type": "incident_reference", "status": "acknowledged"}; escalate {"type": "incident_reference", "escalation_level": 2}; reassign {"type": "incident_reference", "assignments": [{"assignee": {"id": "PXPGF42", "type": "user_reference"}}]}; change urgency or priority. New assignees and escalation targets are paged. To resolve use resolve_incident.

• Resolve an incidentTier 3 · Externalpagerduty_resolve_incident

  Resolve an incident once the problem is fixed. Paging stops for everyone. The resolution text goes into the incident's resolve log entry. A resolved incident can be reopened in PagerDuty if needed.

• Open an incidentTier 3 · Externalpagerduty_create_incident

  Open an incident on a service; PagerDuty pages the on-call responders (or the given assignee or escalation policy). Example: {"type": "incident", "title": "Checkout errors above 5%", "service": {"id": "PWIXJZS", "type": "service_reference"}, "urgency": "high", "body": {"type": "incident_body", "details": "What is known so far..."}}. An open incident with the same incident_key on the service makes the request fail instead of opening a duplicate.

• Post a status updateTier 3 · Externalpagerduty_send_status_update

  Post a status update on an incident. PagerDuty emails it to the incident's subscribers and stakeholders, who may include people outside the response team.

• See who is on callTier 0 · ReadReads outside contentpagerduty_list_oncalls

  List who is on call now (or in a window) for each escalation policy and level, with their schedule and shift times. Filter by escalation policy, schedule or user.

• List servicesTier 0 · ReadReads outside contentpagerduty_list_services

  List services (the apps or components incidents are opened against) with id, name, status and escalation policy, optionally filtered by name.

• Find peopleTier 0 · ReadReads outside contentpagerduty_list_users

  List PagerDuty users with id, name, email, role and job title, optionally filtered by name.

Testing, problems and disconnecting

Everdeck checks the connection when you save it. On the connection’s page in Integrations, Test checks it again at any time.

If PagerDuty later refuses the connection, for example because a key was deleted or a sign-in expired, the connection shows Needs attention on the Integrations page and the people who manage connections are told. Agents can’t use it until a company admin fixes it with Edit or Reconnect.

To stop agents using PagerDuty, open the connection and select Disconnect. Agents stop using it at once and its saved credentials are deleted. What else happens depends on how it was connected: each way above says.