Demisto Integration Guide

Demisto provides a security operations/Incident Response platform that manages both technical and non-technical aspects of security incidents. The platform combines:

  • Automation that provides data enrichment, auto-triage and automated response through integration with threat intelligence, SIEMs, Firewalls, EDRs, sandboxes, forensic tools, messaging systems, and more
  • A Virtual War Room where stakeholders collaborate around incidents and investigations
  • Auto-documentation of all incidents and investigations
  • Playbooks ensuring that processes are followed and important steps are never missed even during crises
  • Strong search capabilities that provide auto-detection of duplicate and related investigations
  • Evidence gathering and tamper proof storage

By integrating with PagerDuty on-call team members can be called to investigations both manually and automatically, investigators can check who is currently on call and who would be on call at other times, investigators can also view the status of current calls and create events/incidents.


This integration requires an API Access key which can only be created by an admin or the account owner.

In PagerDuty

  1. From the Services menu, select Service Directory.
  2. If you are creating a new service for your integration, click +New Service. If you are adding your integration to an existing service, click the name of the service you want to add the integration to. Then click the Integrations tab and click Add a new integration.
  3. Select your integration from the Integration Type menu and enter an Integration Name. If you are creating a new service for your integration, in General Settings, enter a Name for your new service. Then, in Incident Settings, specify the Escalation Policy, Notification Urgency, and Incident Behavior for your new service.
  4. Click the Add Service or Add Integration button to save your new integration. You will be redirected to the Integrations page for your service.
  5. Copy and save the Integration Key for your new integration.
  6. From the Integrations menu, select API Access Keys.
  7. On your API Access page, click the +Create New API Key button.
  8. In the dialog that pops up, you’ll be prompted to enter a Description for your key. You will also have the option to create the key as Read-only; leaving this box unchecked will create a full access key.
  9. Once you have filled in your options, click Create Key.
  10. Once you click Create Key, you will see a dialog displaying your key and confirming the options you filled in on the previous step. Make sure to copy this key into any application that needs it now, as you will not have access to the key after this step. If you lose a key that you created previously and need access to it again, you should remove the key and create a new one. Click Close once you have successfully copied your key.
  11. Once created, you will see your key appear in the list of keys on the API Access page.

In Demisto

  1. Go to Settings and click Add Instance next to PagerDuty.
  2. Next, you will need to fill in the authentication details and click Done when you are finish:
    • Name: A name that will be used in Demisto to identify PagerDuty.
    • API Key: Paste the PagerDuty REST API access key that you created earlier.
    • Subdomain: Your subdomain in pagerduty (https://<subdomain>
    • Service key: Paste the PagerDuty integration key you created earlier.
    • Engine: In case that the Demisto server cannot connect directly to the Internet, a Demisto engine that is connected to the Internet should be used.
  3. Once you are done you can go to the playground, or to an investigation war room and the following commands will be available:
    • !PagerDutyAssignOnCallUser – assigns the first on-call user to an investigation (all incidents in the investigation will be owned by the on call user). This is executed using a script. It is possible to change the on call user by editing the script (in the automation screen) or providing a script argument named “query” for example:
      • !PagerDutyAssignOnCallUser query=mike will assign the on call user mike to the investigation
    • !PagerDutyGetAllSchedules – receive all schedules from PagerDuty
    • !PagerDutyGetUsersOnCall – returns the names and details of on call users at a certain time or by specific schedule
    • !PagerDutyGetUsersOnCallNow – returns the names and details of current on call personnel
    • !PagerDutyIncidents – shows incidents in PagerDuty (can show all, by status, by time, etc. Demisto’s CLI autocomplete will show all available options)
    • !pagerDutySubmitEvent – creates a new event/incident in PagerDuty
  4. Note that as with any ! command available in the War Room, you can create scripts that run the commands as well as associate the scripts with playbooks.

You have now completed the integration! If you have any questions about this guide please contact our Support team.


Can I add multiple PagerDuty services to Demisto Enterprise?

Yes, you can add multiple PagerDuty services to Demisto Enterprise. You can accomplish this by adding new server to the PagerDuty integration inside Demisto Enterprise interface and each server can be a new service.

Can I customize how the user on call is decided from the schedules in PagerDuty?

You can customize the scripts in Demisto and choose how the user on call is decided. The default scripts are written in javascript. You can choose to edit the scripts or create absolutely new scripts using the commands defined above in python.

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