The Desk.com 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.
Create a “Generic API system” service:
A Desk.com 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.
Business rules in Desk.com 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:A 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 Desk.com’s Admin. Make sure to click on the Update button once you’ve completed filling out the form.
Congratulations! Your Desk.com PagerDuty App should now be integrated with PagerDuty!
When you update a case in Desk.com 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.