PagerDuty + Freshservice Integration Benefits

• Agents will get alerts from their incidents in PagerDuty to their Freshservice account

• Updates made to the ticket in Freshservice also get sent to the corresponding PagerDuty incidents

How it Works

Freshservice to PagerDuty

• When a new ticket is created in Freshservice, an event is triggered via Workflow Automator to the connected service in PagerDuty. An event from Freshservice will trigger a new incident on the corresponding PagerDuty service.

• When a note(both public and private) is added to the ticket in Freshservice, a note is added to the associated incident in PagerDuty.

• When the ticket is resolved in Freshservice, the associated incident in PagerDuty is resolved.

• When the ticket is Closed/Deleted/Marked As Spam, the associated incident in PagerDuty is resolved.

PagerDuty to Freshservice

• When an incident is triggered in the PagerDuty, a new ticket is created in Freshservice.

• When an incident is acknowledged, the associated ticket is assigned to the same agent if available in Freshservice. Else a note is added.

• When an incident is unacknowledged, the associated ticket in Freshservice is unassigned if it was already assigned.

• When an incident is Escalated or Delegated, a note is added to the associated ticket in Freshservice.

• When an incident is resolved, the associated ticket is resolved in Freshservice

Requirements

• PagerDuty integrations require an Admin base role for account authorization. If you do not have this role, please reach out to an Admin or Account Admin within your organization to configure the integration.

Support

If you need help with this integration, please contact [email protected]

Integration Walkthrough

In PagerDuty

1. Modifying Integration settings in PagerDuty

   1. In Pagerduty, go to Services > Service Directory.

   2. Choose a Service that has to be linked to Freshservice

   3. Navigate to the Integrations tab within the selected service

   4. Under Alert and Incident Settings, choose to Create both Alerts and Incidents and Save Changes.

(Once services with these settings are enabled will be available for integrating with Freshservice)

2. Creating and copying the API Key to Freshservice.

   1. In PagerDuty, go to Integrations > API Access Keys.

2. In the Create new API Keys section, enter a description and click on Create Key

3. Copy the API key and paste it into the PagerDuty API key field in Freshservice.

4. Copying the Webhook URL from Freshservice to PagerDuty.

   1. Hover over Integrations on the top and click on Generic Webhooks(v3) under Developer tools.
      

   2. Click Add New Webhook

   3. Add the webhook URL. 

   4. Choose scope type as Account. 

   5. Check all the fields mentioned in the screenshot, and Click Add Webhook
      
      

In Freshservice

1. Go to the admin console and click on Apps.

2. Click on Get More Apps and search for PagerDuty from the marketplace listing. Click on Install to get the app

3. On the Authentication page, enter your PagerDuty credentials and click on Sign in.     

4. Choose a list of services to link with Freshservice. Then click on Connect.

5. Once the App is set up, you’ll need to:

   1. Create and copy an API V2 Key from PagerDuty to your Freshservice account, so you can push Freshservice integrations to PagerDuty.

   2. Copy the Webhook URL from Freshservice to PagerDuty, so you can push PagerDuty Incidents and Notes to Freshservice.

   3. Select a service to sync the Freshservice tickets with the corresponding service in PagerDuty.

6. After finishing the steps in PagerDuty, paste the API Key in the PagerDuty API key field.

7. Now you can configure Workflow Automator / Scenario Automation rules to automatically push incidents to PagerDuty.

How to Uninstall

Go to the Admin > Apps section. Click the Uninstall icon to remove the PagerDuty app from Freshservice.