Webex Teams

Webex Teams is an app for continuous teamwork with video meetings, group messaging, file sharing and white boarding. PagerDuty’s integration with Webex Teams allows your organization to stay synced with incident updates.

In PagerDuty

  1. Go to the Configuration menu and select API Access.
  2. On the API Access page, click Create New API Key.
  3. 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.
  4. Once you have filled in your options, click Create Key.
  5. 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.
  6. Once created, you will see your key appear in the list of keys on the API Access page.

Cisco Webex App Hub

  1. Navigate to the Cisco Webex App Hub.
  2. Select the Webex Teams option.
  3. Locate and Select the PagerDuty bot.
  4. Click the How to add to a space button.
  5. Copy the bot ID, which should be PagerDuty.bot@webex.bot, to be used later in the integration.

In Cisco Webex

  1. Navigate to the Webex Team space where you’d like to receive PagerDuty incident notifications.
  2. Once you are in your team space, select the Members tab, then select the Add Team Member button.
  3. Add the PagerDuty bot ID copied in step 5 (above) as your team member.
  4. Go back to your Webex team space, and enter the following message @pagerduty help. You should then see the message “You added PagerDuty to this space”.
  5. In the same Webex Team space, enter the following message @pagerduty manage. Then head to your Members tab, click the PagerDuty user and select the link provided in the message. Note the link expires after 10 minutes.
  6. After clicking the link, you can choose which PagerDuty incident status (triggered, escalated, resolved, etc.) will send notifications to the specified Webex space.

    Note: If it’s your first time creating a PagerDuty workflow in this Webex account, you’ll be prompted to connect your PagerDuty account using the REST API key created at the beginning of the integration guide.

  7. Select the workflow name, which PagerDuty account you want to link, a PagerDuty Service to receive the incident notifications from, and format the notification text.
  8. Once you’ve clicked Save, you should have successfully added a workflow that creates a Webex notification based on your configurations. Below is an example workflow that sends a Webex notification when an incident is triggered.

FAQ

Can I act (e.g. acknowledge, resolve etc) PagerDuty incidents from Webex?

At this time, the integration is not bi-directional. Webex can only receive PagerDuty incident notifications based on your configured workflow.

Can I add multiple workflows?

Yes, you can add multiple workflows. This will allow your Webex Team space to receive notifications based on multiple PagerDuty incident statuses. Each workflow has a one-to-one mapping to a PagerDuty incident status. For example, if you want your Webex Team space to receive notifications for all PagerDuty incidents in the triggered or acknowledged status, then you will have to create two workflows, one for each PagerDuty status.

Can I choose more than one PagerDuty Service?

Each Webex workflow can have only one associated PagerDuty Service. You will have to create a Webex workflow for each PagerDuty Service that you want to integrate with.