PagerDuty
Help responders handle incidents in PagerDuty. Agents see open incidents, their timeline and who is on call, add notes, acknowledge, reassign or escalate incidents, resolve them, open new incidents and post status updates to stakeholders.
- Category
- Developer & IT
- Ways to connect
- 2
- Actions for agents
- 12
- Triggers
- 0
Ways to connect
A company admin connects PagerDuty from the Integrations page in Everdeck. Keys, tokens and secrets are encrypted before they're stored, and the connection's Test button checks it works before any agent uses it.
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REST API key API key
Copy a key or token from PagerDuty and paste it into Everdeck.
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Your PagerDuty app (Scoped OAuth) Your OAuth app
Create an OAuth app of your own with PagerDuty, paste its client ID and secret into Everdeck, then sign in to PagerDuty and approve access. Access runs through your own app, never one Everdeck shares with other customers.
What agents can do with PagerDuty
An agent can only use the actions its charter grants. Each action has a risk tier, and the tier decides whether it runs on its own, asks first or always asks a person.
Runs on its own 9
Looking things up, writing to Everdeck's own records and changes one step can undo. Once an agent's charter grants one of these, it runs without asking, unless you set it to Ask first in the charter or one of your approval rules covers it.
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List incidents Tier 0 · Read Outside content
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.
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Read an incident Tier 0 · Read Outside content
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.
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Read an incident's timeline Tier 0 · Read Outside content
Read an incident's timeline: triggers, notifications, acknowledgements, escalations, reassignments, notes and resolution, with when and who or what did each.
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Read incident notes Tier 0 · Read Outside content
Read the notes responders have added to an incident.
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Add a note to an incident Tier 2 · Reversible
Add a note to an incident's timeline for the responders, for example findings or next steps. At most 2,000 notes per incident.
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Acknowledge, reassign or escalate an incident Tier 2 · Reversible Outside content
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.
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See who is on call Tier 0 · Read Outside content
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.
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List services Tier 0 · Read Outside content
List services (the apps or components incidents are opened against) with id, name, status and escalation policy, optionally filtered by name.
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Find people Tier 0 · Read Outside content
List PagerDuty users with id, name, email, role and job title, optionally filtered by name.
Asks first 3
Anything a customer or the public sees. By default a charter grants these as Ask first: the agent sends an approval request and waits for a yes. A company admin can switch one to Auto in the charter after confirming with their second factor. Even then, once an agent has read outside content, such as a customer's email, its tier 3 and 4 actions need a person by default for the rest of that session.
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Resolve an incident Tier 3 · External
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.
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Open an incident Tier 3 · External
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.
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Post a status update Tier 3 · External
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.
Actions marked Outside content return what people outside your company may have written, such as emails or comments. Agents treat it as information to check, never as instructions.
What can start work
Nothing in PagerDuty starts agent work by itself. Agents use it while they work on tasks from the board, from other agents or from the sources on the Intake page.
Work an agent can take on
Examples for apps in Developer & IT. What an agent does with PagerDuty depends on the actions you grant it.
- Sum up new errors or incidents and point out the ones that need a person first.
- Read the latest deployment or build logs when something breaks.
- Comment on issues with what it found.
Set it up
The PagerDuty setup guide walks through each way to connect: what to set up first and the fields to fill in.
PagerDuty is a separate service with its own terms. Everdeck isn't affiliated with or endorsed by it.
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