PagerDuty Integration Workflow

The bidirectional PagerDuty integration keeps critical information synchronized between Moogsoft Enterprise and PagerDuty.

If enabled, this integration allows you to:

  • Create a PagerDuty incident from an open alert or Situation in Moogsoft Enterprise.

  • Add notes to a PagerDuty incident which appear in the related Moogsoft Enterprise Situation Room comments and vice versa.

  • Change the status of a Situation to change the status of the linked PagerDuty incident and vice versa.

Note

It is not possible to create a Situation from a PagerDuty issue.

Service Mappings

Service mappings determine how PagerDuty services map with Situations. You can configure the integration to map Moogsoft Enterprise services or teams to PagerDuty services:

  • Match on Moogsoft Enterprise Service Names for Situations: Maps Moogsoft Enterprise services to PagerDuty services.

  • Match on Moogsoft Enterprise Team Names for Situations: Maps Moogsoft Enterprise teams to PagerDuty services.

  • Match Names with Case Sensitivity: Specifies whether to match services to Situation irregardless of case sensitivity.

  • Alert Services Path: Specifies which custom_info value contains a list of PagerDuty services associated with this alert. To use this setting, you must configure a rule in an alert Workflow Engine, as the 'Notify PagerDuty' workflow only applies to Situations.

You can also add custom service mappings for Situations. These allow you to manually map services and teams to PagerDuty services if you want to map services that automatic matching does not encapsulate.

Create a PagerDuty Incident from a Situation

You can manually create a PagerDuty incident from a Situation in Moogsoft Enterprise as follows:

  1. Open a Situation view such as Open Situations.

  2. Right-click on the Situation you want to create a PagerDuty issue from.

  3. Click Tools and Raise with PagerDuty in the drop-down menu.

  4. Click OK on the response status pop-up window to continue.

After completing these steps, a new incident appears in PagerDuty. The incident contains a link back to the Situation in Moogsoft Enterprise under the Client heading.

Change a PagerDuty Issue or Situation Status

When you change the status of a Situation in Moogsoft Enterprise, the status of the associated issue in PagerDuty changes and vice versa.

If you resolve a Situation, the integration marks the associated PagerDuty issue as 'Done'. If you change the status of a PagerDuty issue to 'Done', the integration also closes the associated Situation.

The default status mapping for the integration is as follows:

Moogsoft Enterprise

PagerDuty

Opened/Raised

Triggered

Acknowledged

Acknowledged

Resolved

Resolved