Integration Guide

The PagerDuty App allows you to trigger incidents within PagerDuty. This allows you to send notifications to your team even if it’s after hours. The PagerDuty system allows you to define how and when members of your team should be notified. If you are having trouble completing the installation, please contact us.

Setting up the PagerDuty / integration

In PagerDuty

Create a “Generic API system” service:

  1. In your account, under the Configuration tab, select Services from the dropdown menu.Home_-_PagerDuty
  2. Click “Add New Service”. Services_-_PagerDuty1
  3. Enter a name for the service and select an escalation policy.
  4. Start typing “” under “Integration Type” to filter your choices. Then, click the Add service button.DeskCom
  5. Click the “Add Service” button.
  6. Once the service is created, you’ll be taken to the service page. On this page, you’ll see the “Service key”, which will be needed when you configure your App to send alarms to PagerDuty. Desk_com_-_PagerDuty


  1. To start Go to, click the PagerDuty button (you’ll see an image like the one below). Click on the Install button and agree to the Terms of Service.Add the PagerDuty App
  2. Accounts

    A App Account is the name you’ll use to refer to this Custom Account when you use it in Actions and Rules (Steps 3 & 4 below). You’ll need to set a name for this account, select PagerDuty Token Auth as the Authentication Method and add the Service API key from your existing PagerDuty Account (See step 4 above). Click on the Create button once you’re done filling out the form.Setup the PagerDuty Action

  3. ActionsNow, we’ll configure to send out messages using your PagerDuty account. (Note: You’ll need to tell PagerDuty who to contact and how to escalate the message – you make this configuration within PagerDuty.) An Action is the actual message you’ll be configuring to send through to your PagerDuty Account when a Rule fires that matches the conditions you set.
  4. An example of an action is the following – you can add Liquid variables (like {{}}) to provide dynamic information about the current case (Make sure to click on Add Action when completed):Configure the action for the PagerDuty AppWhen fired, this Action will use the PagerDuty App to send a message to PagerDuty that a particular case is updated. To trigger this action, we’ll need to attach it to a rule in
  5. Rules

    Business rules in allow you to act without Agent intervention when certain conditions occur at Events specified for a case.Here’s an example rule, run on a “Case Updated” event:Configure the rule for the PagerDuty AppA Business Rule fires when a certain Event occurs (e.g. a Case is Updated) and the conditions specified for that case evaluate to be true. In our example, we’ll fire the rule to post the Case Updated message on an Updated Case Interaction with an All Condition requiring the label “Send to PagerDuty“, and then remove that label at the conclusion of that rule so that the PagerDuty Message will not be sent until that label is added again.In addition, this rule will run anytime (not just during Business Hours). You can use the Advanced Edit to make sure your rule is enabled, and you can also view this rule in the Admin > Case Management > Rules section of’s Admin. Make sure to click on the Update button once you’ve completed filling out the form.

Congratulations! Your PagerDuty App should now be integrated with PagerDuty!


What happens when everything works?

When you update a case in by adding the label “send to PagerDuty“, the Rule will evaluate to be true, and the Action will fire to send a PagerDuty Message using your PagerDuty account. PagerDuty will then take over and notify the contacts you’d like to notify as per the escalation policy that you specify in PagerDuty.

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