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.

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

Key Capabilities

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

CategoryCapability
Incident ManagementCreate, update, resolve, and analyze incidents
Service MonitoringMonitor service health and dependencies
Escalation PoliciesManage and optimize escalation workflows
On-Call SchedulingCoordinate schedules and coverage analysis
User ManagementTeam coordination and notification management
Analytics & ReportingHistorical analysis and performance metrics

Prerequisites

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

Setup Process

Step 1: Generate PagerDuty API Token

Create REST API Key:

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

Recommended Access Levels:

Access LevelCapabilitiesUse Cases
Read-Only UserView incidents, services, schedulesBasic monitoring and analysis
ObserverRead incidents, limited write accessIncident investigation with updates
ResponderFull incident managementComplete incident response workflows
Manager/AdminAll operations including configurationFull integration capabilities
  1. Click Create Key
  2. Copy the generated API key immediately

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

Tool Categories & Configuration

🚨 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

🔧 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

📈 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

📅 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

👥 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

📊 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

Team vs Personal Configuration

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

Personal Setup

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

Security & Best Practices

⚠️ 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

🔒 Permission Levels

Risk LevelOperationsRecommendation
LowView incidents, services, schedules✅ Safe to enable
MediumUpdate incidents, add notes⚠️ Enable with review
HighCreate incidents, modify policies⚠️ Enable only when necessary

Configuration Management

Updating PagerDuty Connection

  1. Navigate to IntegrationsPagerDuty
  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

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

Advanced Features

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

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

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

Integration Workflows

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

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

Troubleshooting

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

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

Data Types & Analysis

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

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

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.


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