> For the complete documentation index, see [llms.txt](https://docs.harmony.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.harmony.io/integrations/it-operations/pagerduty.md). # PagerDuty PagerDuty is an on-call scheduling and incident response platform. Connecting PagerDuty to Harmony lets a service desk page whoever is on call when an urgent ticket arrives - so a ticket raised at 2am reaches a person instead of waiting for the next working day. Each desk decides which PagerDuty service it pages, how urgent a ticket has to be, and whether it pages around the clock or only outside business hours. {% hint style="info" %} PagerDuty is a paging target, not a second copy of the ticket. Harmony raises an incident to wake a responder and the Harmony ticket stays the source of truth - incidents are never imported as tickets, and ticket content is never mirrored into an incident. {% endhint %} ### What the PagerDuty integration enables | Capability | Description | | ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------ | | On-Call Escalation | A qualifying ticket raises a PagerDuty incident against the service the desk maps, paging whoever the escalation policy puts on call | | Per-Desk Routing | Every desk maps its own PagerDuty service, priority threshold, and paging window, independently of every other desk | | Off-Hours Paging | Page only outside the desk's business hours, weekends, and holidays - or around the clock | | Priority Threshold | Page only for tickets at or above a chosen priority, so routine requests stay in the queue | | Assignee Follow-Through | Whoever picks up the page becomes the ticket's assignee in Harmony | | Incident Deduplication | One open incident per ticket - a redelivered or repeated escalation never pages twice | | Ticket Deep Link | Each incident carries a link straight back to the Harmony ticket that raised it | ### Prerequisites * **PagerDuty Account**: With at least one service and an escalation policy configured * **PagerDuty User Permissions**: An account that can view services and create incidents - Harmony attributes the incidents it raises to the user who authorizes the connection * **Business Hours** (for off-hours paging): Working hours configured for the desk under **SLA Settings** * **Harmony Account**: Active Harmony workspace with admin access ### Connect PagerDuty to Harmony #### Step 1: Navigate to Integrations 1. Log in to your Harmony dashboard 2. Go to **Settings** > **Integrations** 3. Find **PagerDuty** under **IT Operations** and click **Connect** #### Step 2: Authorize with PagerDuty 1. You will be redirected to PagerDuty to authorize the connection via OAuth 2. Sign in with the PagerDuty account you want Harmony to page on behalf of 3. Review the requested access and click **Authorize** {% hint style="info" %} Incidents Harmony raises are attributed to the PagerDuty user who authorized the connection, so choose an account that should appear as the requester on your incidents. {% endhint %} No further configuration is needed on the integration itself - paging is turned on per desk. ### Configure On-Call Routing per Desk 1. Go to **Settings** > **Desks** and select the desk 2. Open the **Automation** tab and find **On-call routing** 3. Turn on **Enable on-call routing for urgent tickets** 4. Choose the settings below | Setting | Description | | ------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **PagerDuty Service** | The service Harmony pages for this desk. The list is pulled live from your PagerDuty account - the escalation policy attached to the service decides who is actually paged | | **Minimum priority threshold** | The lowest priority that pages: Urgent (P1), High (P2), Medium (P3), or Low (P4). Tickets below it never page | | **When to page** | **Outside business hours only** (default) uses the desk's business hours, weekends, and holiday calendar. **Always** pages around the clock | {% hint style="warning" %} Nothing on the panel is saved until a PagerDuty service is selected. You can set the toggle, threshold, and timing in any order, but choosing the service is what commits them. {% endhint %} Off-hours are read from the desk's own calendar under **Settings** > **Desks** > *desk* > **SLA Settings**, so changing business hours or adding a holiday there changes when the desk pages. ### When Harmony Pages On-Call A newly created ticket pages on call only when all of the following hold: 1. **The ticket originated in Harmony.** Tickets mirrored in from another ITSM never page - they are already alerting in the system they came from. 2. **The desk has on-call routing enabled and a PagerDuty service mapped.** 3. **The ticket's priority meets the desk's threshold.** 4. **The timing matches.** For a desk set to off-hours only, the ticket must have arrived outside business hours. This is judged at the moment the ticket was created, so a backlog processed the next morning still pages for the tickets that came in overnight. 5. **No open incident is already linked to the ticket.** Harmony pages on ticket creation. A ticket that is later raised to a qualifying priority does not page retroactively. #### What the incident contains The incident is raised with **high urgency** and carries identifiers and a link only - never ticket content, which stays behind Harmony's authentication: * **Title**: `[URGENT] Harmony ticket — ` * **Body**: the ticket id, priority, desk, source, creation time, and an **Open in Harmony** deep link to the ticket The responder taps through to the ticket in Harmony for the full context. {% hint style="info" %} On-call paging is independent of ITSM ticket sync. A desk can page its responders without exporting tickets to any other ITSM platform. {% endhint %} ### What Flows Back from PagerDuty The one thing that flows back is **who picked up the page**. Harmony periodically checks the incidents it raised and, when the responder changes - the page is triggered, acknowledged, reassigned, escalated, or delegated - sets the Harmony ticket's assignee to that responder. * The responder is matched to a Harmony employee **by email address**. The responder must already exist in Harmony; the integration never creates an employee record from a PagerDuty user. * Resolving an incident in PagerDuty clears its assignment. Harmony leaves the ticket assignee as it is, so the record of who handled it survives. * Incident status, notes, and title never sync back. A PagerDuty incident's lifecycle (triggered, acknowledged, resolved) is not a Harmony ticket's, so closing an incident does not close a ticket. ### What Harmony Syncs **To PagerDuty:** * An incident per qualifying ticket - title, priority, desk name, source, creation time, and a deep link back to the ticket **From PagerDuty:** * The current responder on each incident Harmony raised, applied as the ticket's assignee * Your list of PagerDuty services, for the on-call routing dropdown Nothing else is written to PagerDuty and nothing else is read from it - no ticket comments, no attachments, no status changes in either direction. ### Use Cases
After-Hours Outage An employee reports a broken VPN at 1am. The ticket is urgent and arrives outside the desk's business hours, so Harmony pages the service's escalation policy. The responder wakes, taps the link in the incident, and lands on the ticket with the full conversation.
24/7 Desk A desk covering a global workforce has no meaningful off-hours. Set **When to page** to **Always** so every ticket at or above the threshold pages immediately, whatever the hour.
Assignee Follows the Page Two engineers share the on-call rotation. Whoever acknowledges the incident becomes the ticket's assignee in Harmony automatically - and if the page escalates to the secondary responder, the assignee moves with it. No one has to remember to claim the ticket.
Escalate Without Exporting A desk wants urgent tickets to reach a human immediately but keeps all ticket handling in Harmony. Paging on call does this without exporting the ticket to another ITSM platform or mirroring it anywhere.
Tiered Thresholds per Desk The Security desk pages at High and above around the clock; the IT Helpdesk pages only for Urgent tickets, and only outside business hours. Each desk configures its own thresholds without affecting the others.
### Troubleshooting **"PagerDuty not connected" in the service dropdown** - the integration has not been connected for this workspace. Go to **Settings** > **Integrations** and connect PagerDuty, then return to the desk's **Automation** tab. **"No services available"** - Harmony connected successfully but found no services in your PagerDuty account. Create a service with an escalation policy in PagerDuty, then reopen the dropdown. **The service dropdown shows an ID instead of a name** - the service mapped to this desk no longer exists in PagerDuty, or was renamed and removed. Select a current service to re-point the desk. **A qualifying ticket did not page** - check, in order: the ticket was created in Harmony rather than imported from another ITSM; on-call routing is enabled for that desk; the ticket's priority meets the desk's threshold; and, for an off-hours-only desk, that the ticket's creation time falls outside the business hours set under **SLA Settings**. **The ticket assignee did not follow the page** - the responder's PagerDuty email must match an existing employee in Harmony. Confirm the responder has a Harmony employee record with the same email address as their PagerDuty user. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.harmony.io/integrations/it-operations/pagerduty.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.