PagerDuty

The goal of the below walkthrough is to establish an integration with PagerDuty, launching automatic playbooks every time an incident is either created or updated (resolved, for example). Such playbooks can perform automatic enrichment/triage of the incident, as well as orchestrate communications/activities around it (acknowledge it, re-assign it, open dedicated Slack channels, open dedicated follow-up Jira tickets, etc...)

PagerDuty + Torq Integration Benefits

    • Reduce incident TTR with automated workflows triggered by PagerDuty incidents.
    • Automate incident acknowledgements, updates, and status changes.
    • Standardize the incident response process with no-code, collaborative workflows.
    • Use PagerDuty on-call schedules in workflows to streamline communication and escalation during incidents.

How it Works

    • From within a Torq workflow, steps that utilize PagerDuty's API can automatically acknowledge or resolve a PagerDuty incident.
    • In addition, Torq steps can get the current or future on-call list to be used in additional steps (e.g., notify the on-call regarding workflow execution status).

Requirements

      • An active Torq account.
      • PagerDuty integrations in Torq require a PagerDuty API token. In order to generate the token, you need one of the following PagerDuty roles. If you do not have any of these roles, please reach out to an Admin or Account Owner within your organization.
        • Admin
        • Global Admin
        • Account Owner

Support

For questions and assistance with this integration, please contact support@torq.io.

Integration Walkthrough

The PagerDuty integration for Torq is designed to send PagerDuty events to Torq to generate an automated workflow. The integration uses a dedicated webhook (Torq endpoint) to send the events from PageDuty to Torq. In Torq, you'll generate the webhook and then add the endpoint to a Webhook in PagerDuty.

In Torq

  1. Go to the Integrations page and in the Triggers section locate the PagerDuty card.
  2. Click Add.
  3. Enter a meaningful name for the integration and copy the generated webhook for later use.

In PagerDuty

There are several ways to use and interact with PagerDuty from your Torq workflows.

    • Trigger workflows with PagerDuty services
    • Perform PagerDuty actions in workflow steps

Set up services to trigger workflows

Perform the following steps for each PagerDuty service that you want to trigger a workflow in Torq.

1. Go to **Configuration > Services**, then click the name of the service you want to add a webhook to.

2. Click the **Integrations** tab, under **Extensions and Add-Ons**, click Add or manage extensions for this service and then click New Extension.

3. For the **Extension Type**, select your webhook type or Generic V2 Webhook.

4. Enter a meaningful name for the webhook, such as *torq-events*.

5. In the **Details** section, enter the webhook URL you generated in Torq

6. Click Save.

Back in Torq

In order to perform PagerDuty actions in Torq steps, you need to create a PagerDuty steps integration.

1. Go to **Integrations** page and in the **Steps** section the **PagerDuty** card.

2. Click **Add**.

3. Enter a meaningful name for the integration.

4. Enter the API key you created earlier.

How to uninstall

1. To remove the PagerDuty integrations, go to the **Integrations** page and locate the **PagerDuty** card under the Integrations and Steps sections.

2. Locate the integration instance you want to remove, and click the trash bin icon.

3. Repeat this process for each integration and steps integration you want to remove.