Email Integration Guide

Email Alert Integrations

This guide describes how to integrate PagerDuty with any service capable of sending email alerts. Please note that we offer integration guides and plugins for many popular monitoring services. Furthermore, tools that don’t yet have dedicated guides can often be configured to work with PagerDuty by using our Integration API.

How it Works

Events and alerts from monitoring tools will be sent as emails to your desired email address.  PagerDuty will open and trigger an incident when it receives an email to this integration address. 

Requirements

  • A monitoring tool that supports sending email alerts.
  • A PagerDuty User, Admin, Manager, Global Admin or Account Owner base role is required to configure an email integration. If you’re not sure what role you have, or if you need your permissions adjusted, visit our sections on Checking Your User Role or Changing User Roles.

Integration Walkthrough

In PagerDuty

There are two ways to integrate with a PagerDuty email address: via global event routing or directly through an integration on a PagerDuty service. Integrating with global event routing may be beneficial if you want to build different routing rules based on the events coming from the integrated tool. Integrating with a PagerDuty service directly can be beneficial if you don’t need to route alerts from the integrated tool to different responders based on the event payload. 

Integrating With Global Event Routing

1. From the Configuration menu, select Event Rules.

2. On the Event Rules screen, copy your Email Address and refer to your monitoring tool’s documentation on connecting with an email address in order to complete the integration. PagerDuty will open and trigger an incident when it receives an email to this integration address. Refer to step 4 of Integrating With a PagerDuty Service for a screenshot of what a test incident will look like.

Integrating with a PagerDuty Service

1. From the Configuration menu, select Services.

2. If you are creating a new service for your integration, please follow the steps outlined in the Create a New Service section, selecting Integrate via email as the Integration Type in step 4. Continue with step 3 (below) once you have finished these steps.

If you are adding your integration to an existing service, click the name of the service you want to add the integration to. Then select the Integrations tab and click the New Integration button. 

3. Enter a Name for the integration, select Integrate via email, then set your desired Integration Email address. Note: An integration email address is generated for you, but you can change it to anything you like. Choose an Escalation Policy to use when the service receives an email alert. Click Add Service (for new services) or Add Integration (for existing services) when you are finished.

4. Copy the Integration Email address to your clipboard and refer to your monitoring tool’s documentation on connecting with an email address in order to complete the integration. PagerDuty will open and trigger an incident when it receives an email to this integration address.

Below is a test incident triggered via email:

Fine-tuning Email Integration

By default, PagerDuty opens a new incident every time an email is received at the integration address. You can change this behavior by changing the Email Management setting for your service. See Trigger and Resolve Alerts with Email Management Rules for more information.

Email Filters

Filters allow you to disregard certain messages arriving at the integration email address. Each email’s subject, body, and from address can be checked against either a whitelist or blacklist regular expression filter. Messages that don’t pass the filter will be silently discarded. This feature is handy if you have a monitoring tool sends out emails that you don’t want to trigger incidents in PagerDuty. See Advanced Email Management: Extracting Information with Regular Expressions for more information on email filters.

Email Attachments and Truncation of Emails

PagerDuty strips all attachments from emails and also truncates messages. See Email Notifications for more details on email content and behavior.

TLS encrypted emails

PagerDuty email servers are configured to accept TLS protected SMTP sessions when your outbound mail servers are configured to use TLS opportunistically. When the message is encrypted, the last hop listed in the receive headers will mention a TLS-enabled connection. 

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