Microsoft Teams + PagerDuty 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. They can acknowledge, resolve and perform other actions within Microsoft Teams.

Requirements

In PagerDuty: An Admin base role is required to perform the initial Integration Walkthrough steps 1–4. 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 perform the initial Integration Walkthrough steps 1–4. Microsoft Teams administrators are not required after the initial configuration.

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Private Channels

Please note that the PagerDuty application cannot be integrated with private channels in 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.

Version

This guide is for our latest Microsoft Teams integration, version 1.2.0.

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Looking for a Different Version?

The legacy Microsoft Teams integration guide is also available for those who have previously installed and are still using that version. The legacy Microsoft Teams application is no longer available for initial installation from the Microsoft store. For customers using the legacy application, Microsoft has kept all configurations and will continue to support the integration for these customers.

If you would like to upgrade your application from the legacy to the most current version, please follow our Upgrade Instructions

Integration Walkthrough

In Microsoft Teams

1. Download the PagerDuty application in the Microsoft Teams Marketplace app store. If your PagerDuty account is hosted in the EU service region, please download the EU version of the app, "PagerDuty EU".
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.

3. 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. In Microsoft Teams, start or open a chat with the PagerDuty bot by typing @PagerDuty.
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

4. A PagerDuty login page will open in a separate window. Log in with Admin or Account Owner credentials to connect PagerDuty to the team you selected. 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.

Errors

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. For more information about PagerDuty user roles, please read Advanced Permissions.

• "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."

Link PagerDuty Services to Microsoft Teams Channels

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Required User Permissions

• Users with a Manager base role in PagerDuty can complete this step, once an Account Owner or Global Admin has configured Steps 1–4.
  • 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.
• Managers can link PagerDuty services to Microsoft Teams channels via the app command: @PagerDuty connect [link to the service URL in PagerDuty] in the Microsoft Teams Conversation Channel.

5. In the PagerDuty web app, navigate to Integrations Extensions Microsoft Teams Integration and click Edit.
6. Click Notification Channels 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.
7. Click Connect to complete the integration.

Once the PagerDuty service is connected to a team’s channel, incident notifications will be visible to all members in the channel.

Link PagerDuty and Microsoft Teams User Accounts

In order for users to take action on incident notifications in Microsoft Teams, responders must link their PagerDuty and Microsoft Teams user accounts.

8. 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 Teams connection:

Posted in a channel after a PagerDuty service is connected:

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

9. A PagerDuty login page will open in a separate window. Log in with your PagerDuty credentials to link your 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.”

Errors

If you receive an error, please verify the PagerDuty credentials are correct and the user account is provisioned in the correct PagerDuty account. To find which PagerDuty account is connected to Microsoft Teams, enter the app command @PagerDuty open in any channel. Your organization’s PagerDuty account will open in a new browser window, and you can see your account’s subdomain in the address bar (e.g., subdomain.pagerduty.com).

App Commands

The PagerDuty application offers users a variety of 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 the form to create a new incident.

Additional Commands

PagerDuty Admins or Manager Role Required

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

PagerDuty Admin Role Required

• 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 your browser.

Incident Actions

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Requirements

To perform an incident action in Microsoft Teams, a user’s PagerDuty and Microsoft Teams account must be linked. If accounts are not linked, they will receive a private bot message with a personal link to complete the process.

When an incident notification posts in a Microsoft Teams channel, channel members can perform the following actions:

• Acknowledge
• Resolve
• Add Note
• Create Meeting
• New Status Update
• Select More Actions to access:
  • Add Responders
  • Escalate
  • Change Priority
  • Reassign
  • Run Action
  • Run a Workflow

All incident actions performed in Microsoft Teams will update the incident in PagerDuty.

Create a Meeting Conference Bridge From Microsoft Teams

Users can create Microsoft Teams Meetings that will be assigned as an incident-specific Conference Bridge 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 posts in a Microsoft Teams channel, click Create Meeting from the incident actions:

2. You will see the confirmation message All current responders with linked PagerDuty accounts will be added automatically, click Confirm.
   • Note: If prompted, click the link to authorize the connection with Microsoft Graph.
3. 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 Meeting on the incident notification:

2. 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 PagerDuty's Microsoft Teams Application

To use the features in the latest Microsoft Teams integration, customers using the legacy Microsoft Teams connector application will need to upgrade.

Microsoft no longer supports the legacy Microsoft Teams application. If you have been using the legacy Microsoft Teams application and you would like to upgrade to our current one, you must first 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?

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

1. Navigate to Integrations Extensions Microsoft Teams Integration tile.
2. Next, click next to Notification Channels Remove next to the service-channel connection you’d like to disconnect.

3. In the confirmation dialog, click Remove.

How do I disconnect the PagerDuty app from a team?

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

Can a single Microsoft Teams environment connect to multiple different PagerDuty accounts?

Yes, that is correct.

What information is stored?