Incident Management
PagerDuty
Connect Calmo to PagerDuty for comprehensive incident management, escalation, and on-call coordination through AI assistance
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:| 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 |
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:- Log in to your PagerDuty account
- Navigate to Configuration → API Access
- Click Create New API Key
- Configure API key settings:
- Description: “Calmo Integration”
- Role: Select appropriate access level
| 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 |
- Click Create Key
- Copy the generated API key immediately
Step 2: Connect to Calmo
- Navigate to Integrations in your Calmo dashboard
- Click PagerDuty integration
- Enter your API Token
- Configure tool permissions:
- ✅ Read-only operations enabled by default
- ❌ Write operations disabled for safety
- 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
- 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
🔧 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
📈 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
- Create Escalation Policy - Define new escalation workflows
- Update Escalation Policy - Modify existing escalation rules
📅 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
- Create Schedule Override - Temporary schedule adjustments
- Update Schedule - Modify schedule configuration and rotations
👥 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
📊 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
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
- Read-First Approach - Begin with read-only operations, add write access gradually
- Token Management - Regularly rotate API tokens according to security policies
- Scope Limitation - Use minimal required access level for integration needs
- Incident Hygiene - Establish clear policies for AI-assisted incident creation
- Escalation Testing - Regular testing of escalation policies and workflows
🔒 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 |
Configuration Management
Updating PagerDuty Connection
- Navigate to Integrations → PagerDuty
- Click Edit Configuration
- Update API token or access permissions
- Modify tool permissions based on team requirements
- Test connection with read-only operations
- 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
- Incident Detection - Automatic monitoring of PagerDuty incident feeds
- Context Enrichment - Gather relevant service and historical data
- Impact Analysis - Assess incident scope and potential effects
- Escalation Intelligence - Smart routing and escalation recommendations
- 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
- Review API token access level and permissions
- Check team membership for target services and escalation policies
- Verify organization-level access restrictions
- PagerDuty enforces API rate limits (varies by plan)
- Monitor API usage in PagerDuty account settings
- Consider upgrading PagerDuty plan for higher limits
- 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
- Test Connection - Use connection test feature in integration settings
- Update Token - Regenerate API token with appropriate access level
- 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
PagerDuty Webhooks
Enhance your PagerDuty integration with real-time notifications that automatically create issues in Calmo when incidents occur. This provides seamless incident-to-issue tracking for complete workflow automation.Overview & Benefits
PagerDuty webhooks transform how your team handles incident notifications by providing:- Automatic Issue Creation - Incidents become trackable issues in Calmo instantly
- Real-time Synchronization - Status updates flow bidirectionally between systems
- Contextual Integration - Issues include full incident metadata and timeline
- Team Collaboration - Shared visibility across personal and team contexts
- Enterprise Security - Cryptographic signature validation for secure data transfer
Webhook Capabilities
When configured, PagerDuty webhooks provide comprehensive incident lifecycle tracking:| Event Category | PagerDuty Events | Calmo Action |
|---|---|---|
| Issue Creation | incident.triggered, incident.escalated, incident.responder.added, incident.priority_updated | Creates new issues with appropriate severity mapping |
| Issue Resolution | incident.resolved, incident.acknowledged | Marks existing issues as resolved or acknowledged |
| Issue Updates | incident.annotated, incident.delegated, incident.reassigned, incident.responder.replied | Updates issue metadata and timeline |
| Issue Reopening | incident.reopened, incident.unacknowledged | Reopens previously resolved issues |
Setup Process
Step 1: Generate Webhook URL in Calmo
- Navigate to Integrations → PagerDuty in your Calmo dashboard
- Ensure your PagerDuty integration is active and connected
- In the Webhook Management section, click Generate Webhook
- Copy the generated webhook URL securely
Step 2: Create PagerDuty V3 Webhook Subscription
-
Access PagerDuty Webhooks:
- Log in to PagerDuty
- Navigate to Integrations → Generic Webhooks
-
Create Webhook Subscription:
- Click “Add Webhook Subscription”
- Select “V3 Webhook Subscription”
- Enter your Calmo webhook URL
- Set description: “Calmo Integration Webhook”
- Choose scope: Service or Account based on requirements
-
Configure Event Types:
Select events based on your workflow needs:
- Essential Events:
incident.triggered,incident.resolved,incident.acknowledged - Extended Events:
incident.escalated,incident.responder.added,incident.priority_updated - Advanced Events: All remaining incident events for complete tracking
- Essential Events:
-
Apply Filters (Optional):
- Service Filter: Limit to specific services
- Team Filter: Restrict to particular teams
- Leave empty: Receive all account incidents
-
Save and Copy Signing Secret:
- Click “Save” to create the subscription
- Important: Copy the signing secret immediately (shown only once)
Step 3: Configure Signature Validation (Recommended)
- Return to Calmo’s Webhook Management section
- Click “Add Signing Secret” next to your webhook
- Paste the PagerDuty signing secret
- Complete the validation wizard to verify security setup
How to Get Your PagerDuty Webhook Signing Secret
When setting up webhooks in PagerDuty, follow these steps to obtain your signing secret:- Create a new webhook subscription in your PagerDuty account
- During setup, PagerDuty will display a signing secret - copy it immediately
- You won’t be able to see it again after leaving the page
- Paste the secret into Calmo so we can verify incoming webhooks
⚠️ Important: If you didn’t copy the secret during initial setup, you’ll need to create a new webhook subscription to get a new secret.
Step 4: Test Integration
- Use Calmo’s “Test Endpoint” button for connectivity verification
- Trigger a test incident in PagerDuty
- Verify the issue appears in your Calmo dashboard
- Confirm resolution workflows update correctly
Security & Best Practices
Enterprise Security Features
- HMAC-SHA256 Encryption: Industry-standard cryptographic signature validation
- Timing-Safe Comparison: Protection against timing attack vulnerabilities
- Secure Secret Storage: Encrypted webhook secrets with per-webhook isolation
- Request Validation: Comprehensive payload integrity verification
Configuration Best Practices
- Always Enable Signature Validation - Ensures webhook authenticity and prevents spoofing
- Use Service Filters - Reduce noise by targeting specific services
- Monitor Webhook Status - Regular testing and status verification
- Secure Secret Management - Treat signing secrets as sensitive credentials
- Test Thoroughly - Validate complete incident lifecycle workflows
Priority and Severity Mapping
PagerDuty incident priorities automatically map to appropriate Calmo severity levels:| PagerDuty Priority | Calmo Severity | Visual Indicator |
|---|---|---|
| P1, P2, Critical, High | Critical | Red alert indicators |
| P3, Medium | Warning | Yellow warning indicators |
| P4, P5, Low, Info | Info | Blue informational indicators |
| Unknown/Unset | Medium | Default yellow indicators |
Team vs Personal Webhooks
Personal Webhook Configuration
- Scope: Individual user context
- Visibility: Private to webhook creator
- Use Case: Personal on-call responsibilities and individual incident tracking
- Setup: Generate webhook without organization context
Team Webhook Configuration
- Scope: Organization/team context
- Visibility: Shared across all team members
- Use Case: Collaborative incident response and team coordination
- Setup: Generate webhook with organization ID parameter
Advanced Integration Scenarios
Multi-Service Monitoring
- Configure separate webhooks for different service categories
- Use PagerDuty service filters for targeted incident routing
- Implement team-specific webhooks for service ownership models
Escalation Policy Integration
- Map PagerDuty escalation events to Calmo issue assignments
- Track escalation patterns for team performance analysis
- Automate response coordination through combined incident and issue workflows
Analytics and Reporting
- Leverage webhook data for incident trend analysis
- Combine PagerDuty API tools with webhook automation
- Generate custom reports on incident response effectiveness
Troubleshooting
Common Issues and Solutions
Webhook Not Receiving Events:- Verify webhook URL is correctly configured in PagerDuty
- Check PagerDuty integration status in Calmo (must be active)
- Confirm selected event types match your testing scenarios
- Use Calmo’s “Test Endpoint” feature for connectivity verification
- Ensure signing secret was copied correctly during PagerDuty setup
- Verify the secret was pasted without extra whitespace or characters
- Re-run the validation wizard if verification fails
- Check webhook logs for specific signature mismatch details
- Verify organization ID parameter for team vs personal webhooks
- Confirm team membership for organization-scoped webhooks
- Check webhook generation logs for context configuration
- Ensure comprehensive event type selection in PagerDuty
- Verify incident IDs match between PagerDuty events and Calmo issues
- Check for webhook rate limiting or delivery failures
Advanced Debugging
Access webhook logs and metrics through Calmo’s integration management interface:- Connectivity Tests: Real-time endpoint verification
- Event Logs: Complete webhook delivery history
- Signature Validation Logs: Security verification audit trail
- Issue Creation Tracking: End-to-end workflow monitoring
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.