PagerDuty

Page your on-call responder when urgent tickets arrive outside business hours

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.

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.

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

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.

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

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.

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 <ticket id> — <desk name>
• 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.

On-call paging is independent of ITSM ticket sync. A desk can page its responders without exporting tickets to any other ITSM platform.

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.