Your team might use Pagerduty to manage severe incidents. But incident management becomes way simpler if all incidents can be tracked from one centralized location. Even better if you can attach them to problems, changes, releases or assets for context.


The Freshservice-Pagerduty integration lets you sync your Pagerduty incidents with Freshservice, and keep up with all of its updates.


You can also bring major Freshservice incidents to Pagerduty for advanced monitoring. Of course, updates made on either app reflect on the other.



Steps to enable the integration:


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 Authorize Integration.





4. You'll need to specify a service and an escalation policy for pushing Pagerduty tickets to Freshservice. Then click on Finish Integration.






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


I. Copy the Webhook URL from Freshservice to your Pagerduty account, so you can push Pagerduty tickets to Freshservice.

II. Create and copy an API v2 Key from Pagerduty to your Freshservice account, so you can push Freshservice integrations to Pagerduty.





I. Copying the Webhook URL to Pagerduty.


 a. In a new tab, login to your Pagerduty account. Go to Configurations> Services.
 


 


b. Click on Freshservice.

 


 c. Scroll down to the Webhooks section and click on Add a webhookEnter a name and paste the webhook URL.  Then click on Save.





II. Creating and copying the API Key to Freshservice.


 a. In Pagerduty, go to Configurations> API Access.

 


 


b. In the Create new API Key section, enter a description and click on Create Key (by default, the API version is selected to be v2. Please DO NOT toggle the API version). Leave the box unchecked. 




 c. Copy the API key.

 



 d. Go back to the previous tab, to your Freshservice account and paste it in the Pagerduty API key field.




7. Now, you can configure Dispatch'r/Observer/Scenario Automation rules to automatically push incidents to Pagerduty. For instance, here’s a Dispatch’r rule that sends all the high priority and urgent tickets.






Once it’s set up, agents will get alerts from their tickets in Pagerduty, to their Freshservice account.


Pagerduty action

Freshservice response

Incident triggered

New incident created

Incident acknowledged

Assigned to the agent if available

else, note added to the incident

Incident unacknowledged

Incident unassigned

Incident escalated

Note added

Incident delegated

Note added

Incident resolved

Incident resolved




Updates made to the ticket in Freshservice also get sent to the corresponding Pagerduty ticket.


Freshservice action

Pagerduty response

New incident created

(that matches a Dispatch’r/Observer rule)

New incident created


Note added

(both private and public)

Note added

(provided that the agent exists in Pagerduty)

Incident resolved

Incident resolved

Incident deleted/closed/marked as spam

Incident resolved




When you open a ticket in Freshservice, the corresponding Pagerduty ticket can be accessed with the click of a button.




You can access the Freshservice ticket from Pagerduty just as easily.




When you delete the integration, make sure to also delete the Freshservice Webhook URL you added in Pagerduty (in step I. (c) ). This is to prevent Pagerduty updates from being posted to Freshservice anymore.