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PagerDuty Integration

Connect Calmo to your PagerDuty account to enable comprehensive incident management, escalation coordination, and on-call optimization through AI assistance. This integration provides access to specialized tools across multiple categories for complete incident response workflows.

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Overview & Value Proposition

The PagerDuty integration transforms how your team handles incident management and on-call operations by providing:

• Intelligent Incident Analysis - AI-powered investigation of incidents with automatic context gathering
• Smart Escalation Management - Automated escalation policy optimization and routing decisions
• On-Call Intelligence - Intelligent scheduling analysis and workload distribution insights
• Service Health Monitoring - Comprehensive service status tracking and dependency analysis
• Incident Response Automation - Streamlined workflows from detection to resolution
• Historical Pattern Recognition - Learning from past incidents to prevent future occurrences

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Key Capabilities

When connected, Calmo gains access to PagerDuty tools across multiple categories:

Category	Capability
Incident Management	Create, update, resolve, and analyze incidents
Service Monitoring	Monitor service health and dependencies
Escalation Policies	Manage and optimize escalation workflows
On-Call Scheduling	Coordinate schedules and coverage analysis
User Management	Team coordination and notification management
Analytics & Reporting	Historical analysis and performance metrics

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Prerequisites

• PagerDuty account with appropriate access permissions
• Admin or manager access to generate API tokens
• Calmo account with team or personal workspace

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Setup Process

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Step 1: Generate PagerDuty API Token

Create REST API Key:

1. Log in to your PagerDuty account
2. Navigate to Configuration → API Access
3. Click Create New API Key
4. Configure API key settings:
   • Description: “Calmo Integration”
   • Role: Select appropriate access level

Recommended Access Levels:

Access Level	Capabilities	Use Cases
Read-Only User	View incidents, services, schedules	Basic monitoring and analysis
Observer	Read incidents, limited write access	Incident investigation with updates
Responder	Full incident management	Complete incident response workflows
Manager/Admin	All operations including configuration	Full integration capabilities

5. Click Create Key
6. Copy the generated API key immediately

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Step 2: Connect to Calmo

1. Navigate to Integrations in your Calmo dashboard
2. Click PagerDuty integration
3. Enter your API Token
4. Configure tool permissions:
   • ✅ Read-only operations enabled by default
   • ❌ Write operations disabled for safety
5. Complete the connection

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Tool Categories & Configuration

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🚨 Incident Management (Mixed Safety)

Default: Read operations enabled - Core incident response capabilities

Read Operations (✅ Enabled by default):

• List Incidents - Query incidents with filtering and status tracking
• Get Incident Details - Retrieve comprehensive incident information
• Get Incident Timeline - Access complete incident response history
• List Incident Notes - View all incident communication and updates

Write Operations (⚠️ Disabled by default):

• Create Incident - Trigger new incidents programmatically
• Update Incident - Modify incident status, priority, and assignments
• Resolve Incident - Close incidents with resolution details
• Add Incident Note - Add contextual information to incidents

Use Cases: Incident investigation, response coordination, status tracking, post-mortem analysis

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🔧 Service Management (Safe)

Default: Enabled - Service health and dependency monitoring

• List Services - Discover all monitored services and their configurations
• Get Service Details - Retrieve service metadata and health status
• List Service Dependencies - Map service relationships and dependencies
• Get Service Metrics - Access service performance and availability data

Use Cases: Service discovery, dependency analysis, health monitoring, capacity planning

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📈 Escalation Policies (Mixed Safety)

Default: Read-only enabled - Escalation workflow management

Read Operations (✅ Enabled by default):

• List Escalation Policies - View all escalation workflows and rules
• Get Escalation Policy Details - Detailed policy configuration and routing

Write Operations (⚠️ Disabled by default):

• Create Escalation Policy - Define new escalation workflows
• Update Escalation Policy - Modify existing escalation rules

Use Cases: Escalation optimization, policy analysis, workflow design, coverage planning

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📅 On-Call Scheduling (Mixed Safety)

Default: Read operations enabled - Schedule coordination and management

Read Operations (✅ Enabled by default):

• List Schedules - View all on-call schedules and rotations
• Get Schedule Details - Detailed schedule configuration and coverage
• List On-Call Users - Current and upcoming on-call assignments
• Get Schedule Overrides - Temporary schedule modifications

Write Operations (⚠️ Disabled by default):

• Create Schedule Override - Temporary schedule adjustments
• Update Schedule - Modify schedule configuration and rotations

Use Cases: Coverage analysis, schedule optimization, on-call coordination, workload distribution

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👥 User Management (Safe)

Default: Enabled - Team coordination and communication

• List Users - Directory of all PagerDuty users and their roles
• Get User Details - Detailed user profiles and contact information
• List User Contact Methods - Available communication channels per user
• Get User On-Call Status - Current on-call assignments and availability

Use Cases: Team coordination, contact management, escalation routing, availability tracking

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📊 Analytics & Reporting (Safe)

Default: Enabled - Performance analysis and insights

• Get Analytics Data - Historical incident and response metrics
• List Log Entries - Comprehensive audit trail of all activities
• Get Service Metrics - Service-level performance indicators
• Generate Reports - Custom reporting on incidents and response times

Use Cases: Performance analysis, trend identification, team optimization, compliance reporting

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Team vs Personal Configuration

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Team/Organization Setup

• Organization-wide incident response coordination
• Shared escalation policies and schedule management
• Team-level analytics and performance tracking
• Administrators control incident creation and modification permissions

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Personal Setup

• Individual on-call schedule management
• Personal incident investigation and analysis
• Private analytics and performance insights
• Full control over enabled tool capabilities

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Security & Best Practices

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⚠️ Safety Recommendations

1. Read-First Approach - Begin with read-only operations, add write access gradually
2. Token Management - Regularly rotate API tokens according to security policies
3. Scope Limitation - Use minimal required access level for integration needs
4. Incident Hygiene - Establish clear policies for AI-assisted incident creation
5. Escalation Testing - Regular testing of escalation policies and workflows

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🔒 Permission Levels

Risk Level	Operations	Recommendation
Low	View incidents, services, schedules	✅ Safe to enable
Medium	Update incidents, add notes	⚠️ Enable with review
High	Create incidents, modify policies	⚠️ Enable only when necessary

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Configuration Management

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Updating PagerDuty Connection

1. Navigate to Integrations → PagerDuty
2. Click Edit Configuration
3. Update API token or access permissions
4. Modify tool permissions based on team requirements
5. Test connection with read-only operations
6. Save configuration changes

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Managing Multiple Teams

• Configure access to multiple PagerDuty teams and services
• Set up team-specific tool permissions and workflows
• Maintain separate escalation policies per team
• Cross-team incident correlation and analysis

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Advanced Features

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Intelligent Incident Analysis

• Context Gathering - Automatic collection of relevant incident data
• Pattern Recognition - Identification of recurring incident patterns
• Root Cause Correlation - Link incidents to underlying service issues
• Impact Assessment - Automatic evaluation of incident severity and scope

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Escalation Optimization

• Policy Analysis - Review and optimize escalation workflows
• Coverage Planning - Ensure adequate on-call coverage across teams
• Workload Distribution - Balance incident load across team members
• Response Time Analysis - Identify bottlenecks in incident response

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Service Dependency Mapping

• Dependency Visualization - Map complex service relationships
• Impact Propagation - Understand how incidents affect dependent services
• Critical Path Analysis - Identify mission-critical service dependencies
• Capacity Planning - Service growth and scaling recommendations

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Integration Workflows

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Automated Incident Response

1. Incident Detection - Automatic monitoring of PagerDuty incident feeds
2. Context Enrichment - Gather relevant service and historical data
3. Impact Analysis - Assess incident scope and potential effects
4. Escalation Intelligence - Smart routing and escalation recommendations
5. Resolution Tracking - Monitor incident resolution progress

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Proactive Management

• Schedule Optimization - Analysis and recommendations for on-call schedules
• Policy Enhancement - Suggestions for improving escalation policies
• Performance Monitoring - Track team and service performance metrics
• Predictive Analysis - Identify potential issues before they become incidents

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Troubleshooting

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Common Issues

Authentication Failed

• Verify API token is correct and hasn’t expired
• Check that token hasn’t been revoked or deactivated
• Ensure proper access level for enabled tools

Permission Denied

• Review API token access level and permissions
• Check team membership for target services and escalation policies
• Verify organization-level access restrictions

Rate Limiting

• PagerDuty enforces API rate limits (varies by plan)
• Monitor API usage in PagerDuty account settings
• Consider upgrading PagerDuty plan for higher limits

Service Not Found

• Verify service names and IDs are correct
• Check that services exist and are accessible with current token
• Ensure proper team membership for private services

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Getting Help

1. Test Connection - Use connection test feature in integration settings
2. Update Token - Regenerate API token with appropriate access level
3. Contact Support - Reach out to support@getcalmo.com for assistance

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Data Types & Analysis

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Incident Data

• Incident Metadata - Title, description, severity, status, timestamps
• Assignment Information - Current assignees and escalation history
• Response Timeline - Complete incident lifecycle tracking
• Resolution Details - Actions taken and final resolution information

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Service Data

• Service Configuration - Service settings and integration details
• Health Status - Current operational status and availability
• Dependency Mapping - Service relationships and impact analysis
• Performance Metrics - Response times and error rates

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Team Data

• User Profiles - Team member information and contact details
• Schedule Information - On-call rotations and coverage patterns
• Escalation Policies - Workflow definitions and routing rules
• Performance Analytics - Response times and workload distribution

The PagerDuty integration provides comprehensive incident management and on-call coordination capabilities, enabling your team to respond to incidents efficiently and optimize operational workflows through AI-powered assistance while maintaining strict operational controls.

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For additional help with PagerDuty integration, contact our support team at support@getcalmo.com.