PagerDuty

The Blameless platform offers a bi-directional PagerDuty integration that allows for the following:

• Determine the current on-call for a given service
• Determine an escalation policy for a given service
• Trigger a PagerDuty alert for a given service (manually via a command or auto-trigger upon creation of a Blameless incident)
• Trigger creation of a Blameless incident when an incident is created in PagerDuty

note

Integrate with either PagerDuty or Opsgenie. Do not attempt to activate both at the same time.

Getting Started

Activating the PagerDuty/Blameless integration is a three step process:

1. Providing Credentials.
2. Configuration for Incident Types.
3. Webhook Configuration.

Providing Credentials

1. Get a valid REST API key from PagerDuty.
2. Set the PagerDuty credentials (API Key) in Blameless via the Settings page.
   • From Settings, expand Integrations > Alerting
   • Select "PagerDuty".
   • Enter the PagerDuty API Key.
3. Toggle the "Enable Pagerduty" slider to enable the integration.
4. Click on "Save".

Configuration for Incident Types

PagerDuty Auto-Trigger Incidents

Blameless, upon initiating an incident, can automatically trigger an alert in certain Pagerduty services.

1. Select an Incident type.
2. Scroll down and locate the Pagerduty auto-trigger incidents settings.
3. Toggle the "Pagerduty auto-trigger incidents" switch to enable auto-triggering.
4. Select the Pagerduty Service from the dropdown. Blameless can automatically assign the listed on-call resource as the Incident commander on activation of an Incident.
5. Click Save.

Webhook Configuration

Blameless webhooks can be added to Pagerduty, to create a Blameless incident each time a new Pagerduty alert is triggered for a specific Pagerduty service. The management of Webhooks in Pagerduty is centralized under a Generic Webhook v3 subscription service.

You can refer to the instructions below to get started.

note

Pagerduty has announced the end of Webhook v2 support and that users should Migrate to V3 Webhook Subscriptions.

To allow time for users to migrate from V2, PagerDuty is NOT turning V2 off immediately, but will not allow customers to add or edit their V2 webhooks. We do encourage you to migrate your Blameless webhooks from version 2 to version 3 as soon as possible.

Please contact your customer success manager (CSM) at Blameless to assist you with this migration.

Adding Blameless Webhooks to Pagerduty

Customers should contact Blameless support to get their unique URL for the PagerDuty webhook.

You will need to append the following two values to the end of the Blameless-provided URL for your PagerDuty / Blameless Integration:

• Incident Type
• Severity

The incident type value is case sensitive so verify your type matches your incident type label in the Blameless incident type field.

The severity field will ignore the SEV portion of SEV 0 and pick up the numeric value 0 only.

For Example:

A severity 1 incident associated with the DEFAULT incident type within Blameless will look like this:

https://example.blameless.io/webhook/v1/123abc?incident_type=DEFAULT&incident_severity=1

note

Do not forget the appending ? between the URL and Incident / Severity elements when appending the string.

In the following Image, note that the DEFAULT Incident type is all caps—as is the example above.

Once you have confirmed the URL from Blameless, refer to the following link for further instructions: PagerDuty Webhook Extensions

Testing the Integration

You need to confirm two things:

• The general Integration between Blameless and PagerDuty
• The PagerDuty Webhook integration

Testing the General Integration

If you can see the PagerDuty services listed in incident type/severity Settings then the integration is successful.

Testing the Webhook Confirmation

Trigger an alert within PagerDuty, which should then create a Blameless Incident. If a Blameless incident is created from a PagerDuty alert then you’ll know the integration is successful.