Salesforce Service Cloud + PagerDuty Integration Benefits

• Orchestrate responses and actions around customer issues, sales opportunities, and other activities across your organization.
• Customize when to notify the proper on-call team about relevant activities occurring in Salesforce Service Cloud.
• Create and/or update Salesforce Service Cloud objects with relevant information as soon as there’s a PagerDuty incident update such as an acknowledge, resolve, reassign, etc.
• Each PagerDuty subdomain can be connected to multiple Salesforce Service Cloud objects to streamline cross-organizational collaboration.
• Access a Command Console interface that allows agents to create PagerDuty incidents and view linked incidents directly from a case record. The Command Console can be used to help identify customer-impacting issues and escalate urgent issues to engineering / IT.
• Access a Status Dashboard that provides agents with status updates for ongoing, customer-impacting incidents and context that enables tailored customer communications.

Version

• This guide outlines configuration for the Salesforce Service Cloud v3.x integration.
• If you would like to upgrade from a previous version, please follow instructions in our Upgrade to v3.x section.

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Looking for a Different Version?

The following integrations are also available:

• Salesforce Service Cloud v2
• Salesforce Service Cloud v1

How it Works

• Once a Salesforce Service Cloud object is connected to your PagerDuty instance, new record creations and updates on that object are evaluated against rules that you predefine. If the rule criteria is met, PagerDuty will perform actions specified by those predefined rules, including creating new PagerDuty incidents and updating the fields of Salesforce Service Cloud objects.
• PagerDuty can also send information to Salesforce Cloud, where you can define the evaluation criteria against the updates made in PagerDuty and select an action to be performed in Salesforce Cloud.

Requirements

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Pricing Plan

The Salesforce Service Cloud v3.x integration is available to accounts on the following pricing plans: Customer Service Professional, Customer Service Business, Customer Service Digital Operations (legacy) and Enterprise Customer Service. Please contact our Sales Team if you would like to upgrade to a plan featuring the Salesforce Service Cloud integration.

Required Permissions to Configure or Upgrade the Integration

In Salesforce Cloud:

• Permissions to install Salesforce Managed Package applications.
• A Salesforce Professional, Unlimited or Enterprise edition, which can allow Apex classes to be run from a Managed Package.
• Ensure that API Access is enabled on your Organization. Salesforce Organizations in Trial Mode will normally not have API access enabled.

In PagerDuty:

A Global Admin or Account Owner base role is required for configuration.

Required Permissions to Use the Integration

If you are using custom permissions in Salesforce, please see the FAQ below for more information: What kind of custom permissions do users need to use this integration?

Integration Walkthrough

In PagerDuty

Create an API Key

1. First, you will need to generate a REST PagerDuty API Key to allow Salesforce Service Cloud to connect to PagerDuty. Navigate to Integrations API Access Keys and click Create New API Key.
2. Enter a Description (e.g. “Salesforce Service Cloud API Key”) and click Create Key.
3. On the next screen, copy the API Key and paste it in a safe place for later use. Note: You will not have access to this key after this screen.

In Salesforce Service Cloud

Download the PagerDuty Application

4. Open a new tab in order to reference the details in the PagerDuty web app that you just created. In your new tab, download the PagerDuty Application to your Salesforce Service Cloud Account. You will be prompted to select which users you want to download the application for. We recommend that you select Install for All Users. You will have more options to restrict which users can access PagerDuty functionality later during installation. Click Install.
5. You will then be asked to approve third party access to PagerDuty APIs. Please check the box Yes, grant access to these third-party web sites and click Continue.
6. If you see a message that says, “The app is taking a long time to install,” you will receive an email from Salesforce Service Cloud when the app has finished installation:

Manage Connected App Permissions and Credentials

7. Navigate to Setup Home Apps ​​App Manager PagerDuty Platform V3 select Manage from the right-hand dropdown. Select Edit Policies. In the Permitted Users field, select Admin approved users are pre-authorized, click Ok when prompted and then click Save. This is a necessary step to ensure that PagerDuty rulesets function appropriately.

8. Lower on the same page, click the Manage Profiles button under the Profiles heading.

9. Check the box next to the Profile type (for example, System Administrator) belonging to the integration user, and then click Save. This user’s PagerDuty email will be required in step 18; their permissions will be used to update records in Salesforce Service Cloud based on your rulesets.

   Click Save.

Assign User Permissions for the PagerDuty Application

10. All users logging in to the PagerDuty Command Console or Status Dashboard will need to have permissions to the relevant Salesforce Objects in the PagerDuty Managed Package. If the only user/user profile who plans to use this application is the user/user profile you selected in step 9, you can skip to step 14.
11. As a Salesforce Administrator, navigate to Setup Users Permission Sets. Select the PagerDutyUser or PagerDutyAdmin permission set, click Manage Assignments and click Add Assignments. Select all users you want to assign the PagerDutyUser or PagerDutyAdmin permission set to, and then click Assign.

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Note

If you would prefer to use Salesforce Profiles, please see our FAQ for more information.

Add the PagerDuty Console to a Salesforce Service Cloud Case

12. Next, you will need to add the PagerDuty application to the page where you’d like members of your team to have access. For this example, we’re going to add the PagerDuty app to the Salesforce Service Cloud Case.
13. Navigate to any Salesforce Service Cloud Case in the Service Console. Click into the case and navigate to the cog in the upper right hand corner and click Edit Page.
14. In the left side bar, search for “PagerDuty”. You can drag one of the following into the Case view in a placement of your choice:

• PagerDuty Combined Console (Recommended): The best of PagerDuty, including both the PagerDuty Command Console and the PagerDuty Status Dashboard. With the Combined Console, frontline agents immediately become aware of customer impacting issues, and can engage key experts across the organization when they hear about a new high-priority issue.
• PagerDuty Command Console: Only the PagerDuty Command Console. Recommended for any PagerDuty teams that do not plan to use the PagerDuty Status Dashboard.
• PagerDuty Status Dashboard: Only the PagerDuty Status Dashboard. Best for teams that want to understand which issues are customer-impacting, or teams setting up 24/7 after hours support for the first time.

15. Click Save, then click Activate, and when prompted, select the permissions that best fit your needs. We recommend:

• Org Default click Assign as Org Default ​​Desktop Next Save
• App Default Assign as App Default Service Console ​​ Desktop and Phone Next Save.

16. Navigate back to any case to confirm you can see the selected application.

Add the PagerDuty Console to a Salesforce Service Cloud Incident or other Non-Case Record

17. If you would like the Command Console or Status Dashboard to work with other Salesforce Service Cloud Records (e.g. an Incident or Opportunities), you can repeat the previous section in this guide starting on the record where you want the console to appear.

Configure the PagerDuty Application

18. Click the App Launcher in the top left menu, search and select PagerDuty Configuration and perform the following:

In the SUMMARY Tab:

In the Connection Tab:

Under API information, enter your PagerDuty API key and select the data region for the account where the API key is from.

In the Webhooks section, enter the Salesforce Service Cloud username of a Salesforce user with the required permissions to carry out the changes needed with the integration, then click Save.

This webhook subscription saves the subdomain for the Salesforce account to the Salesforce Extension page in your PagerDuty account.

In the OBJECT MAPPINGS Tab:

Click Save.

In the LOGGER Tab:

Click Save.

Configure Rulesets

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Upgrading From V2 to V3

If you have upgraded your PagerDuty application in Salesforce Service Cloud from V2 to V3, existing rulesets will still remain. If needed, you can create new rulesets by following the instructions below.

19. Now you can set up rules to create/modify incidents based on the content of a Salesforce record, or vice versa. Select the RULESETS tab. This is where you will build the rules that will specify what should happen to the object and fields when PagerDuty sends an update back to Salesforce Service Cloud. Click Add Ruleset on the right, enter a Ruleset Name and click Save. This Ruleset is a folder that will hold any rules you create. For ease of troubleshooting, we recommend that you maintain one ruleset for actions triggered from Salesforce to PagerDuty, (e.g., "SFDC > PD”) and one ruleset for actions triggered from PagerDuty to Salesforce (e.g., “PD > SFDC”).
20. Next, Click the name of the rule and then click Add Rules. Enter a Rule Name, click Save and then click the name of the rule. Each rule will ask for conditions that should be met prior to performing the actions specified in the latter part of the rule definition.

21. Click Add Condition. Under Choose Field, you will have the option to choose fields from PagerDuty, or from the Salesforce Service Cloud object that this rule will run on. The following PagerDuty Fields are available:

The available Salesforce Fields vary by object label and account configuration. Please search for your object’s fields in Salesforce’s documentation for more details.

22. Next, select an Operator and enter a value to complete the condition. You may choose to add multiple conditions for each rule. Once you are done adding your conditions, proceed to the next step.
23. Select when the following actions should be executed after the conditions are met:

• New PagerDuty Incidents and Salesforce Objects created by this ruleset will only execute the actions when a new object is created in PagerDuty or in Salesforce.
• All linked PagerDuty Incidents and Salesforce objects that match the conditions specified above will execute the actions on new and existing linked objects in PagerDuty or in Salesforce.

24. Now click Add Action and select a PagerDuty Action or Salesforce Action. You may choose multiple actions to be triggered from each rule.

25. Click Save to complete the rule configuration. Navigate back to the RULESETS tab and click the toggle switch next to your ruleset to Enabled.

26. Next, navigate back to your PagerDuty account and click Services, select Service Directory and click the name of the service that you just connected to the Salesforce Service Cloud OAuth Flow webhook. Manually trigger a test incident on this service.
27. Once the test incident has been triggered, return to Salesforce Service Cloud, click the App Launcher and search and select PagerDuty Logs to see if a webhook from PagerDuty arrives. When you receive the webhook, the integration is complete. If you do not receive the webhook, check your log management tool to troubleshoot why the webhook failed to deliver.

Remove a Salesforce Extension

To remove the Salesforce extension from your PagerDuty account:

1. Log in to your connected SalesForce Service Cloud instance, click the App Launcher in the top left and then search and select PagerDuty Configuration.

2. In the Summary tab, click the Enable PagerDuty rule engine toggle to disabled.

3. In the Connections tab, click Remove webhook and then click Update.

4. In the Objects Mapping tab, remove PagerDuty Integration Email and click Save.

Upgrade to v3.x

Users who already have an earlier version of v3 installed in their Salesforce Service Desk environments may follow the instructions below to upgrade to v3.x. You can check the current version of PagerDuty you have installed in Salesforce Service Cloud by navigating to Setup search and select Installed Packages.

In Salesforce Service Cloud

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Upgrading from Version 3.6 and Lower

If you're upgrading from version 3.6 or lower, please follow instructions below to remove the old connected app before installing the new application (This is not a complete uninstall of the application from AppExchange). The most recent version of the application contains a new connected app package.

Note: It is expected that PagerDuty-to-Salesforce rulesets will not execute after disconnecting the old app and before connecting the new one. Salesforce-to-PagerDuty rulesets will not be affected during this time.

To remove the old connected app:

1. In Salesforce, navigate to Setup Manage Connected Apps.
2. Click PagerDuty Platform V3 Uninstall.

After installing the new application, please complete the Manage Connected App Permissions and Credentials section to set up the new connected app.

Upgrade the PagerDuty Application

1. Download the PagerDuty Application to your Salesforce Service Cloud Account. You will be prompted to select which users you want to download the application for. We recommend that you select Install for All Users. You will have more options to restrict which users can access PagerDuty functionality later during installation. Click Upgrade.
2. You will then be asked to approve third party access to PagerDuty APIs. Please check the box Yes, grant access to these third-party web sites and click Continue.
3. After the app has finished upgrading, navigate to App Launcher in the top-left menu, and search and select PagerDuty Configuration in the Connections tab.
   • Upgrade to the new Salesforce named credential feature by entering the PagerDuty API key and selecting the related data region for your PagerDuty account in the API information section.
   • Subscribe to the new PagerDuty webhooks v3 by entering the Salesforce Service Cloud username of a Salesforce user with the required permissions to carry out the changes needed with the integration, then click Save.
4. After the new webhooks subscription is complete, you will see a prompt to remove old PagerDuty webhooks from your PagerDuty account. Click the link to prevent duplicate incident creation in PagerDuty.
5. You are now ready to use the newest version of the PagerDuty for Salesforce application.

Salesforce Service Cloud User Guide

Please read our User Guide for more information on how to use the integration after it has been configured.

FAQ

How can I use this application to set up 24/7 after-hours support for high priority cases or premium customers?

1. First, create a PagerDuty service for your Support team and create an an on-call rotation that will determine which service agents will be alerted when an urgent issue arises.
2. Next, create a ruleset that creates an incident on this service whenever a new Salesforce case is created that meets your qualifying criteria (e.g., a high priority Salesforce Service Cloud case outside of business hours).
3. Trigger a case that meets the qualifying criteria in your ruleset to confirm that the ruleset is working as expected.

How can I create new cases in Salesforce Service Cloud based on the content of a PagerDuty incident?

Create a rule On PagerDuty Update instead of [Object] Create/Update, specify what conditions to look for on a PagerDuty update, and what you would like Salesforce Service Cloud to do when it meets that criteria. Make sure you also use Set [SALESFORCE-OBJECT] field value for ALL required fields in your Salesforce Service Cloud object.

For example, if you want to automatically create a Salesforce Service Cloud Case object when a PagerDuty incident is created on Service “XYZ”, you would have a Ruleset that looks like the following:

Can I use PagerDuty Rulesets with other Salesforce records besides Cases and Incidents?

trigger PagerDuty[SALESFORCE-OBJECT]Trigger on [SALESFORCE-OBJECT] (after insert, after update) {
    if (!System.isFuture() && !System.isBatch()) {
        String oldStr = JSON.serialize(Trigger.oldMap);
        String newStr = JSON.serialize(Trigger.newMap);
        if (!Test.isRunningTest()) pagerdutyinc.PagerDutyEngineLauncher.launchByTrigger(oldStr, newStr, Trigger.isInsert);
    }
}

trigger PagerDutyOpportunityTrigger on Opportunity (after insert, after update) {
    if (!System.isFuture() && !System.isBatch()) {
        String oldStr = JSON.serialize(Trigger.oldMap);
        String newStr = JSON.serialize(Trigger.newMap);
        if (!Test.isRunningTest()) pagerdutyinc.PagerDutyEngineLauncher.launchByTrigger(oldStr, newStr, Trigger.isInsert);
    }
}

Why don’t I see any data on my Status Dashboard?

What kind of custom permissions do users need to use this integration?

How can I troubleshoot issues during login to the PagerDuty console?

How can I troubleshoot my integration?

We have provided a logging tool to help troubleshoot problems in the integration. Under the LOGGER tab in the PagerDuty Configuration, you can turn on logging by selecting one of the following levels and clicking Save:

How can I troubleshoot my Rulesets?

Can PagerDuty actions be invoked from Salesforce Flows?

How can I set up PagerDutyUser equivalent permissions with Salesforce Profiles?

What can I do about an error that says I don't have enough trial cache capacity while upgrading in my developer account?