Microsoft Teams Integration Guide | PagerDuty

PagerDuty + Microsoft Teams Integration Benefits

  • Reduce downtime and streamline incident remediation by adding PagerDuty’s incident management functionality to Microsoft Teams' collaboration tools.
  • Send PagerDuty incident notifications with critical details to team channel members.
  • Team channel members will be able to view and create incidents and they can acknowledge, resolve and perform other actions within Microsoft Teams.

How it Works

  • PagerDuty’s Microsoft Teams application installs into a team and can be configured for one or more of the team’s channels.
  • A PagerDuty service uses webhooks to send information about an incident to a Pagerduty-developed Microsoft Teams service. This service receives the webhook from Pagerduty, composes a message, and sends to team channels via Microsoft’s Bot Kit Framework. Any subsequent changes to the PagerDuty incident will update on progress within the channel, and additional incident details can be viewed from the Microsoft Teams notification card.
  • Read more about how authentication with Microsoft Teams works.

Requirements

In PagerDuty: An Admin base role is required to connect PagerDuty to Microsoft Teams. If you do not have this role, please reach out to an Admin or Account Owner within your organization to configure the integration.

In Microsoft Teams: A Teams administrator will need to help perform the initial one-time install of the application. Microsoft Teams administrators are not required after the initial installation.

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Looking For a Different Version?

  • The guide on this page is for our latest Microsoft Teams integration. The legacy Microsoft Teams integration guide is available for those who previously installed and are still using the legacy application

  • The legacy Microsoft Teams application is no longer available for initial install from the Microsoft store. For customers who have been using the legacy application, Microsoft has kept all configurations and will continue to support the integration in these cases.

  • To use the new Microsoft Teams integration capabilities, customers will need to upgrade from the legacy Microsoft Teams connector application to the new PagerDuty application.

Integration Walkthrough

In Microsoft Teams

  1. Download the PagerDuty application in the Microsoft Teams Marketplace app store.
  2. Next, click Add to a Team and select a Team or Channel for initial installation. Note: The application will be applied to all channels within the selected team. Finally, click Set up a bot to install the application.
  1. Next, click Chat in the left hand menu. You will receive a message in a private chat confirming that installation is complete. Click into the chat message and click Authorize to connect your team to PagerDuty. Continue with steps in the In PagerDuty section, below.

If you are not a PagerDuty Admin, click the I’m not a PagerDuty Admin button to see additional instructions to complete authorization. You can send this message to an Admin on your PagerDuty account. A PagerDuty Admin must follow the below steps to authorize PagerDuty to connect to Teams:

a. Start or open a chat with the PagerDuty bot
b. Use the authorize [KEY] command and paste the key provided during application installation to receive a personal authorization link.

NOTE: This step is only necessary upon initial integration installation. If it is already installed, you can skip to step 5.

In PagerDuty

  1. A PagerDuty login page will open in a separate window. Log in with Admin or Account Owner credentials to connect PagerDuty to the previously selected team. Note: If you are already logged in, this step will be bypassed. You will be directed to the Microsoft Teams Add-on page in your PagerDuty account and you should see a success message:

    • "You've successfully connected the [YOUR TEAM NAME] team to PagerDuty".

You can now begin mapping PagerDuty Services to your Microsoft Teams channels by proceeding to step 5.

If you receive the following error messages, your account may not have the correct permissions to complete set up or the connection link has expired. Please ensure your PagerDuty role is an Account Owner or Global Admin, check to see if another private chat has been sent with a renewed link and retry Step 4 of In Microsoft Teams.

  • "We can't connect Microsoft Teams to PagerDuty. Authorization cannot be completed at this time. You may close this window."
  • "We can't connect Microsoft Teams to PagerDuty. The authorization link has expired or is not valid. Return to Teams to generate a new one. You may close this window."

Linking PagerDuty Services to Microsoft Teams Channels

  1. Expand the team that you have connected to PagerDuty in the Teams configuration menu in your PagerDuty account. Click Connect Notification Channel. Select which PagerDuty service and which Microsoft Teams channel that you would like to connect to each other from the PagerDuty Service and Microsoft Team Channel dropdowns. Click Connect to complete the integration.

Note: This step can be completed by Managers once an Account Owner or Global Admin has configured Steps 1-4. Managers can link PagerDuty Services to Microsoft Teams Channels via app command: @PagerDuty connect [link to the Service URL in PD] in the Microsoft Teams Conversation Channel. Base Role Managers can link any PagerDuty Service to Microsoft Team Channels. Team Role Managers can link their team’s PagerDuty Services to Microsoft Teams Channels.

Once the PagerDuty service is connected to a Team’s channel, incident notifications will be posted for all channel members to view.

Linking PagerDuty and Microsoft Teams User Accounts

To perform incident actions via Microsoft Teams incident notifications, responders must link their PagerDuty and Microsoft Teams user accounts.

  1. To receive a personal account mapping link, users can follow the below options:

    a. Via Channel Message: Use the Link Accounts button to receive a personal account mapping link.

Posted in General channel after Microsoft Team connection:

Posted in a channel after a PagerDuty service is connected:

b. Via App Command: Use app command linkUser in a private PagerDuty bot chat to receive a personal account mapping link.

  1. A PagerDuty login page will open in a separate window. Log in with PagerDuty credentials to link PagerDuty and Microsoft Teams user accounts. Note: If you have already logged in, this step will be bypassed. You will be directed to the Microsoft Teams Add-on page in your PagerDuty account and you should see a success message:
  • “You've successfully linked your user accounts. All PagerDuty actions you perform as [MS-TEAMS-NAME] in Microsoft Teams will be associated with [PAGERDUTY-NAME] (PAGERDUTY-EMAIL) in PagerDuty. If this is not correct, please enter the @PagerDuty unlinkUser command in Microsoft Teams to unlink your account.”

If you receive an error, please verify the PagerDuty credentials are correct and the user account is provisioned under the correct PagerDuty account/subdomain. To find which PagerDuty Account/subdomain is connected to Teams, use the open app command in any channel. The Organizations PagerDuty account will open in a browser.

App Commands

The PagerDuty application allows users to interact with the applications bot via app commands. In any of your team channels, you may enter @Pagerduty[COMMAND] replacing [COMMAND] with any of the following:

  • help: View the list of available commands.
  • open: Open PagerDuty in a new browser window.
  • linkUser: Link your PagerDuty and Teams user accounts.
  • unlinkUser: Unlink your PagerDuty and Teams user accounts.
  • trigger: In a Channel, complete form to create a new incident.

Additional Commands for PagerDuty Admins and Managers:

  • connect [SERVICE-URL]: In a channel, use the PagerDuty service page URL to connect a PagerDuty service to a channel.

Additional Commands for PagerDuty Admins:

  • authorize [KEY]: In a private PagerDuty bot message, use the unique key provided to authorize PagerDuty to connect to a team.
  • configure: Open PagerDuty’s app configuration page in browser.

Incident Actions

After an incident notification has been posted in a channel, channel members can Acknowledge, Resolve, and Add note to an incident. All incident actions performed in Microsoft Teams will update the incident in PagerDuty. To perform an incident action in Microsoft Teams, a user’s PagerDuty and Microsoft Teams account must be linked. If their account is not linked, they will receive a private bot message with a personal link to complete the process.

Create a Meeting Conference Bridge From Microsoft Teams

Users can create Microsoft Teams Meetings that will be assigned as incident-specific Conference Bridges in PagerDuty incidents. Users may also add notes from the Microsoft Teams Meeting chat, which will sync with the PagerDuty incident.

To create a Microsoft Teams Meeting Conference Bridge:

  1. After an incident notification has been posted in a Microsoft Teams channel, click Create Meeting from the incident actions:
  1. You will see the confirmation message All current responders with linked PagerDuty accounts will be added automatically, click Create Meeting again.
  2. You will now see the meeting link populated in the incident notification, and on the PagerDuty incident as the Conference Bridge and as a Note:

Join and Use a Microsoft Teams Meeting Conference Bridge

  1. To join a Microsoft Teams Meeting Conference Bridge, click Join the Meeting on the incident notification:
  1. All comments made in the meeting chat (found by clicking the Show Conversation at the top of the screen) will sync with the Chat in the Microsoft Teams console, so you can request help from team members not currently in the Meeting.

Upgrade to PagerDuty's Microsoft Team Application

The legacy Microsoft Teams application is no longer supported by Microsoft, the original developer. If you have been using the legacy Microsoft Teams application and you would like to upgrade to our current one, you must remove the legacy connectors.

  1. In your Microsoft Teams console, search for and select the Pagerduty (Legacy) app.
  2. Click Add to a Team, and then select the team that is using the legacy connectors.
  3. Once a team has been selected, click Set up Connector, which will take you to the connectors page. In the left menu, navigate to Manage Configured.
  4. Click the Manage button next to the connector. The remove option is located towards the bottom of the page.
  5. After you have removed all the connectors, you will need to remove the app from the team. Navigate to Teams click the ellipsis to the right of your team's name Manage team Apps tab click the to the right of the PagerDuty (Legacy) app.
  6. Repeat the above steps for each team that uses connectors.

FAQ

How do I remove the PagerDuty service from my team channel connection?

A PagerDuty Admin or Account Owner can remove a service to channel connection via PagerDuty’s Microsoft Teams extension page.

  1. Navigate to Apps & Add-Ons Extensions Microsoft Teams Integration tile.
  2. Next, click the down arrow next to Notification Channels and then click the Remove button next to the service to channel connection to delete.

How do I disconnect the PagerDuty app from a team?

A PagerDuty Admin or Account Owner can disconnect via PagerDuty’s Microsoft Teams extension page. Disconnecting or un-authorizing a team removes the link between Microsoft Teams and PagerDuty. By performing a disconnect, all channel to service connections will be deleted and user account mappings will be removed.

  1. Navigate to Apps & Add-Ons Extensions Microsoft Teams Integration tile.
  2. Click the Disconnect button located next to the team name to initiate disconnect.
  3. A pop-up message will appear that will require the Admin to input disconnect in the text field.
  4. Click I understand my actions, Disconnect PagerDuty from Microsoft Teams to complete disconnection.

If you choose to reauthorize an application, users will need to reinstall the application into a team.

How are Microsoft Teams users able to take action on messages from the PagerDuty Bot?

We utilize user mapping between a PagerDuty user and their associated Microsoft Teams user. This is done via OAuth Tokens. These tokens are used to communicate with PagerDuty’s REST API.

There’s an API key setup when I install the integration, what is this used for?

We use this as a backup mechanism if we receive a webhook without full details in the webhook body. This is usually due to large payloads that may strip the details from the webhook body. We’re currently evaluating how often this happens and evaluating if this API key is still needed.

What Information Is stored?

After adding the bot to a team, the bot has access to:

  • Channels in the team.

After adding the bot to a channel/chat, it can:

  • Read the members information of the channel/chat/conversation where it was added.
  • Send messages.
  • Reply in conversation.
  • Update messages it was sent.
  • Read messages where it was mentioned.
  • Get an event when a team/channel is renamed.
  • Get an event when a new user is added.
  • Show popups.

The bot cannot:

  • Read any message it wasn't mentioned in.
  • Be added to private team.

As we use Microsoft Graph API, some confirmation will be requested during the installation/authorization process.

It requests such scopes as:

  • user.readbasic.all
  • onlinemeetings.readwrite
  • offline_access

Please read Microsoft's documentation for more information about scopes.

Updated about a month ago


Microsoft Teams Integration Guide | PagerDuty


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