Services and Integrations

Create a service and add integrations to begin receiving incident notifications

A technical service reflects a discrete piece of functionality that is wholly owned by one team. One or more technical services combine to deliver customer-facing or business capabilities.
You can add one or more integrations to a technical service in order to receive events from those tools.

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Best Practices

When creating new services, we highly recommend reading our Full Service Ownership guide. This guide provides best practices that software delivery operations teams can use to ensure they are equipped to fully own their services.

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Required User Permissions

Users with the following roles can create, edit and delete services:

  • User
  • Admin
  • Manager base roles and team roles. Manager team roles can only manage services associated with their team.
  • Global Admin
  • Account Owner

Create a Service

To create a service in the web app:

  1. Go to Services Service Directory and click New Service. On the next screen you will be guided through several steps.
  2. Name: Enter a Name and Description based on the function that the service provides and click Next to continue.
  3. Assign: Select Generate a new Escalation Policy or Select an existing Escalation Policy. Click Next to continue.
    • If you generate a new escalation policy, you will be placed as the first-level on-call for the service. You can edit the escalation policy at any time after the service is created.
  4. Reduce Noise

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Alert Grouping Availability

Alert grouping is only available for accounts on Digital Operations plans, or with the Event Intelligence add-on product. If you are on a different plan that does not have Event Intelligence, you will skip ahead to Integrations in Step 5.

Select one of the following options:

  • Intelligent: Select this option to group intelligently, based on alert content and past groups.
  • Content-Based: To group alerts when contents of specified alert fields match, click Create Grouping and select your alert grouping criteria. You may choose to group alerts based on Any or All of the following fields, then select your preferred Field Name.
  • Time-Based: To group for a selected duration, select your preferred duration from the dropdown.
  • Turn Off Alert Grouping: Select this option if you would not like to use alert grouping.

Click Next to continue.

  1. Integrations: Select the integration(s) you use to send alerts to this service from the search bar, dropdown or from the list of our most popular integrations.
    • If you do not want to add an integration, click Create service without an integration at the bottom of the page.
  2. Click Create Service.
    • If you chose to add an integration to your service, you will now be in the service’s Integrations tab, where you’ll find the integration guide, along with an integration key. Follow the integration guide instructions to complete configuration. Once you have completed the integration guide instructions, your service configuration is now complete.
    • If you did not add an integration to the service, no further configuration is necessary.
    • You can also customize your service to include other attributes such as urgency, acknowledgment timeouts, auto-resolution, Response Plays, or alerts.

Edit Service Settings

To edit an existing service's settings:

  1. Navigate to Services Service Directory select or search for your desired service.
  2. Click Edit to the right of the service detail or setting you wish to change.
  3. Once you have edited your preferred settings, click Save changes.

Edit a Service's Escalation Policy

  1. Navigate to Services Service Directory select or search for your desired service.
  2. Select the Settings tab and click Edit to the right of Assign and Notify.
  3. Under Assign to escalation policy, search and select an escalation policy.
  4. Click Save changes.

Disable and Re-Enable Services

Disabling a service is a good choice in the following cases:

  • A service is no longer in use and you want to preserve its settings for future use.
  • Preventing incidents from triggering.

Disabling a service is very similar to putting a service in maintenance mode. New incidents will not trigger while a service is in either of these states.

The main difference is that a maintenance window will eventually end and bring a service back online. A disabled service must be manually re-enabled.

Disable a Service

  1. Navigate to the Services Service Directory select or search for your desired service.
  2. On the right side, select More Disable Service.
  3. In the confirmation dialog, click Disable.

Re-Enable a Service

  1. Navigate to Services Service Directory select or search for your desired service.
  2. On the right side, select More ​​ Enable Service.

Delete a Service

  1. Navigate to Services Service Directory select or search for your desired service.
  2. In the top right, select More Delete Service.
  3. Carefully read the confirmation modal and, after considering your decision, click Delete Service.

Add Integrations to an Existing Service

You can add more than one integration on a service, which allows you to represent the actual entities you are monitoring, managing and operating as services in PagerDuty. Entities can be applications, micro-services in an application’s architecture or cross-cutting shared infrastructure (such as networks, security, etc.). With integrations consolidated under one service, you will also have proper service-level reporting in our Analytics module.

  1. In our Integrations Directory, search for and select your integration's guide.
  2. Go to Services Service Directory and select the service where you’d like to add the integration.
  3. Select the Integrations tab Add another integration.
  4. Select the integration(s) you use to send alerts to this service from the search bar, dropdown or from our most popular integrations list.
  5. Click Add.
  6. Find your integration in the list and click on the right to view and copy your Integration Key.
  7. Continue with the instructions in the integration guide to complete configuration.

For information on how to add extensions to a service, please visit our section on Extensions.

Edit an Integration

To edit an integration that exists on a service:

  1. Navigate to Services Service Directory select or search for the service with the integration you wish to edit.
  2. Select the Integrations tab to the right of your desired integration.
  3. In the top right, click Edit Integration.
  4. Enter a new value for the Integration name.
  5. Click Save changes.

Generate a New Integration Key

You may wish to rotate an integration key, either as part of routine security or if it becomes compromised.

  1. Navigate to Services Service Directory select or search for the service with the integration key you wish to rotate.
  2. Select the Integrations tab to the right of your desired integration.
  3. In the top right, click Edit Integration.
  4. Select Generate a new integration key
    • A browser alert will ask you to confirm your decision before generating the new key.
  5. Click Save changes.

Move an Integration to Another Service

You have the ability to move an integration from one service to another if need be. You can move integrations between as many services as needed, as many times as needed and all incidents tied to that integration will follow.

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Note

  • Your integration key will not change after moving the integration from one service to another.
  • If there are more than 8,000 open (i.e., triggered or acknowledged) incidents associated with an integration, you will not be able to move the integration unless you resolve some first. Please contact our Support team if you'd like to move an integration with more than 8,000 open incidents.
  1. Navigate to Services Service Directory select or search for the service with the integration you wish to move.
  2. Select the Integrations tab to the right of the integration.
  3. On the right side of the screen, select Move to Another Service.
  4. In the Destination Service dropdown, select the new service where you would like to move the Integration.

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Note

If the settings on the destination service differ from the current service, you'll receive a warning message alerting you to the configuration differences.

  1. Select Confirm & Move Integration.

Delete an Integration

If an integration is no longer needed, it can be deleted from the service. A deleted integration cannot be recovered. If you need to use the integration again, you can create a new one of the same type on the service.

  1. Navigate to Services Service Directory select or search for the service with the integration you wish to delete.
  2. Select the Integrations tab to the right of the integration you wish to delete.
  3. On the right side, select Delete Integration.
  4. Confirm your selection in the dialog window.

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Note

Create a Generic Events API Integration

If there is not an out-of-the-box integration for your tool, so long as your system can make outbound HTTP calls, you can integrate using the Events API.

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Required User Permissions

Users with the following roles can add integrations:

  • Manager*
  • Admin
  • Global Admin
  • Account Owner

*Permissions for adding integrations may vary. Please check for notes on requirements in the intro of the Integration Guide

To add a generic integration:

  1. Follow instructions to add an integration to an existing service, or to create a new service with an integration, and select Events API V2 or Events API V1 on the Integrations page.
  2. Once complete, you will find the Integration Key in the Integrations tab by clicking to the right of the integration. This is the key you will use in your monitoring tool to send events to PagerDuty.

Events API v2

The Events API allows monitoring tools to directly send events in the PD-CEF format. If you are using custom monitoring, you can also use this format to take advantage of PD-CEF's display and workflow features.

A service must be configured to Create both alerts and incidents in order to use an Events API v2 integration. You can review this information on a service’s Integrations tab under Alert and Incident Settings. If a service has an Events API v2 integration, it will not be able to Create incidents only.

Should I use Events API v1 or v2?

Events API v2 is designed to handle machine-generated monitoring and event data, such as infrastructure monitoring (Nagios, SignalFX, Datadog), application performance monitoring (New Relic, AppDynamics) and external site checks (Pingdom, Wormly).
For human-generated events, tickets or incidents, such as those from ServiceNow or JIRA, we suggest using the REST API, which enables direct, streamlined creation of PagerDuty incidents.

If you are using a custom monitoring tool, library, or script that has not yet been updated to v2, you should select Events API v1.

Create a Vendor Specific Service via API

You can create a service with a vendor-specific integration (i.e., AWS CloudWatch) via the REST API.

You'll need to know the vendor details, which are not shown in the web UI, but can be obtained from the Vendors API. Afterward, you can create a new service or new integration with the details you received from the Vendors API.


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