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PagerDuty Integration

Integrate PagerDuty with AI SRE runbooks to automate incident management and on-call operations during incident response.

Use Cases​

  • Create incidents in PagerDuty
  • Add notes to existing incidents
  • Trigger escalations
  • Resolve incidents programmatically
  • Update incident urgency
  • Manage on-call schedules

Prerequisites​

  • PagerDuty account with API access
  • PagerDuty API key or OAuth token
  • Services and escalation policies configured in PagerDuty

Configure PagerDuty Integration​

  1. Go to Project Settings → Third-Party Integrations for AI SRE

    Third-Party Integrations for AI SRE

  2. Select the connector you want to use or create a new one

  3. Provide your PagerDuty credentials:

    • API Key: Generate from PagerDuty API Access Keys
    • Subdomain: Your PagerDuty subdomain

  4. Test the connection

  5. Save the integration

Alternative: On-Call Sync Approach

You can also configure PagerDuty directly in the On-Call section for schedule synchronization. Go to On-Call → Sync from 3rd Party tab, select PagerDuty, and follow the sync wizard to import schedules and on-call groups. This approach is specifically designed for bulk importing on-call data. Both approaches use the same connector but the On-Call sync provides a guided workflow for importing schedules, escalation policies, teams, and users.

Available Actions​

Create Incident​

Create a new incident in PagerDuty with specified details and optionally assign responders.

Required fields:

  • From: Email address of user creating the incident
  • Title: Incident title
  • Summary: Incident description/summary
  • URL: Incident URL or reference
  • Service ID: PagerDuty service identifier
  • Responder ID: Optional responder to assign (user or escalation policy)

Add Responder​

Add a responder to an existing PagerDuty incident.

Required fields:

  • From: Email address of user adding the responder
  • Incident ID: PagerDuty incident identifier
  • Responder ID: User or escalation policy ID to add
  • Requester ID: User requesting the responder addition
  • Message: Optional message to include with the request

Resolve Incident​

Resolve an existing PagerDuty incident.

Required fields:

  • From: Email address of user resolving the incident
  • Incident ID: PagerDuty incident identifier
  • Resolution: Optional resolution description

Using PagerDuty Actions in Runbooks​

PagerDuty actions are configured through the runbook action form in the UI:

  1. In your runbook, click New Step → Action

    New Step Menu

  2. In the Select Action dialog, go to On-Call category

  3. Select PagerDuty from the available actions

    Select Action Dialog

  4. Choose the action type (Create PagerDuty Incident, Add Responder to PagerDuty Incident, or Resolve PagerDuty Incident)

  5. Fill in the form fields using the Data Picker to insert dynamic values like incident.severity, incident.title, etc.

Available Mustache Variables​

Use these variables to map AI SRE incident data to PagerDuty fields:

VariableDescriptionExample Value
{{Activity.title}}Incident titleAPI Gateway Outage
{{Activity.summary}}Incident summaryPayment API returning 500 errors
{{Activity.severity}}Incident severity0, 1, 2, 3, 4
{{Activity.status}}Incident statusDetected, Investigating, Resolved
{{Activity.service}}Affected service namepayment-service
{{Activity.environment}}Environmentproduction, staging
{{Activity.owner}}Incident owner emailjane.doe@company.com
{{Activity.created_at}}Incident creation timestamp2026-05-06T20:30:00Z
{{Activity.resolved_at}}Incident resolution timestamp2026-05-06T21:15:00Z
{{Activity.url}}Incident URL in AI SREhttps://app.harness.io/...
{{Activity.short_id}}Human-readable IDINC-123
{{Activity.id}}Unique incident identifierabc123...

Example Runbook Actions​

Create PagerDuty Incident​

Use case: Create a PagerDuty incident when a critical incident is detected in AI SRE.

Runbook configuration:

  1. In the runbook editor, add a Create Incident action from PagerDuty
  2. Configure the form fields:
    • Service: Select your PagerDuty service ID (e.g., P1234AB)
    • Title: SEV{{Activity.severity}}: {{Activity.title}}
    • Body: 
      AI SRE Incident: {{Activity.short_id}}
      Service: {{Activity.service}}
      Environment: {{Activity.environment}}

      Description:
      {{Activity.title}}

      View in AI SRE: {{Activity.url}}
    • Urgency: high for SEV0/SEV1, low for SEV2+
    • Incident Key: ai-sre-{{Activity.id}}

Result: PagerDuty incident created with title SEV0: API Gateway Outage, high urgency, linked to AI SRE incident.

Add Responder to Incident​

Use case: Add additional responders to an escalating PagerDuty incident.

Runbook configuration:

  1. In the runbook editor, add an Add Responder to PagerDuty Incident action
  2. Configure the form fields:
    • From: {{Activity.owner}}
    • Incident ID: Enter PagerDuty incident ID
    • Responder ID: Enter user or escalation policy ID
    • Requester ID: {{Activity.owner}}
    • Message: Additional responder needed for SEV{{Activity.severity}} incident

Result: Responder added to PagerDuty incident with notification.

Resolve on Incident Closure​

Use case: Automatically resolve PagerDuty incident when AI SRE incident is resolved.

Runbook configuration:

  1. In the runbook editor, add a Resolve Incident action from PagerDuty
  2. Configure the form fields:
    • Incident ID: Enter PagerDuty incident ID
    • Resolution Note: 
      Incident {{Activity.short_id}} resolved in AI SRE

      Resolved at: {{Activity.resolved_at}}

Result: PagerDuty incident resolved with resolution note from AI SRE.

Create Incident with Responder​

Use case: Create a PagerDuty incident and immediately assign it to a specific responder.

Runbook configuration:

  1. In the runbook editor, add a Create PagerDuty Incident action
  2. Configure the form fields:
    • From: {{Activity.owner}}
    • Title: SEV{{Activity.severity}}: {{Activity.title}}
    • Summary: {{Activity.summary}}
    • URL: {{Activity.url}}
    • Service ID: Enter your PagerDuty service ID
    • Responder ID: Enter escalation policy or user ID to assign

Result: PagerDuty incident created and assigned to the specified responder.

Urgency Mapping​

Map AI SRE incident severity to PagerDuty urgency:

AI SRE SeverityPagerDuty UrgencyNotification Behavior
SEV0highImmediate phone call and SMS
SEV1highImmediate phone call and SMS
SEV2lowPush notification and email
SEV3lowEmail only
SEV4lowEmail only

Integration Best Practices​

Incident Key for Deduplication​

Use consistent incident keys to prevent duplicate PagerDuty incidents:

incident_key: ai-sre-${{incident.id}}

This ensures:

  • Multiple runbook runs do not create duplicate PagerDuty incidents
  • Updates are properly correlated to the same incident
  • Incident resolution is correctly tracked

Service Mapping​

Map AI SRE services to PagerDuty services:

service: ${{
  incident.service == "payment-api" ? "P1234AB" :
  incident.service == "user-service" ? "P5678CD" :
  "PDEFAULT"
}}

Security Best Practices​

  • Use API keys with minimum required permissions
  • Rotate API keys regularly
  • Limit integration access to specific services
  • Use IP allowlisting when available
  • Audit integration usage
  • Enable two-factor authentication on PagerDuty accounts

Next Steps​