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PagerDuty

Integrate PagerDuty with Cloudaware to discover incidents, services, users, and schedules, and to create incidents from Cloudaware workflows.

info
  • Audience: Cloudaware administrators, SRE teams, SecOps teams, NOC teams, and incident response teams
  • Outcome: PagerDuty incidents, services, schedules, users, teams, and escalation metadata are available in CMDB for incident context, ownership review, reporting, and workflow automation

Capabilities​

The integration supports:

  • Read-only discovery of PagerDuty incidents, services, schedules, users, teams, and escalation policies
  • Relationship mappings between PagerDuty incidents, services, teams, Cloudaware Applications, and assets in the CMDB
  • Search and reporting for PagerDuty objects using CMDB Navigator, CMDB list views, and reports
  • PagerDuty incident creation or updates from Cloudaware workflows, where configured

Prerequisites​

Before you begin, make sure you have:

  • Access to a Cloudaware account.
  • A user with access to the Admin Console and permissions to manage cloud accounts, organizations, and integrations (Cloudaware Administrator).
  • PagerDuty API key with read scopes for discovery.
  • PagerDuty API key with write scopes if Cloudaware workflows will create or update PagerDuty incidents.

Add a PagerDuty Account to Cloudaware​

  1. In Cloudaware, go to Admin.
  2. Find PagerDuty, then click + ADD.
  3. Provide:
    • Name: Enter a display name for this connection.
    • API Key: Enter the API Key generated in PagerDuty.
    • Period: Select the time period for which PagerDuty incidents will be imported into Cloudaware.
  4. Click Save.
  5. Confirm that the integration status indicator is green.
tip

Allow the initial discovery cycle to complete after enabling the integration.

View PagerDuty Data in CMDB​

  1. In Cloudaware, open CMDB Navigator.
  2. In the left pane, select PAGERDUTY.
  3. Open an object list, e.g., PagerDuty Incidents, to view records.

Supported Objects​

Cloudaware ingests the following PagerDuty objects:

PagerDuty ObjectCMDB Object API Name
PagerDuty AccountCA10P__CaPagerDutyAccount__c
PagerDuty Business ServiceCA10P__CaPagerDutyBusinessService__c
PagerDuty Escalation PolicyCA10P__CaPagerDutyEscalationPolicy__c
PagerDuty Escalation Policy Service LinkCA10P__CaPagerDutyEscalationPolicyServiceLink__c
PagerDuty IncidentCA10P__CaPagerDutyIncident__c
PagerDuty Incident Assignment User LinkCA10P__CaPagerDutyIncidentAssignmentUserLink__c
PagerDuty Incident Team LinkCA10P__CaPagerDutyIncidentTeamLink__c
PagerDuty ScheduleCA10P__CaPagerDutySchedule__c
PagerDuty Schedule Escalation Policy LinkCA10P__CaPagerDutyScheduleEscalationPolicyLink__c
PagerDuty Schedule Team LinkCA10P__CaPagerDutyScheduleTeamLink__c
PagerDuty Schedule User LinkCA10P__CaPagerDutyScheduleUserLink__c
PagerDuty ServiceCA10P__CaPagerDutyService__c
PagerDuty Service IntegrationCA10P__CaPagerDutyServiceIntegration__c
PagerDuty Service Team LinkCA10P__CaPagerDutyServiceTeamLink__c
PagerDuty TeamCA10P__CaPagerDutyTeam__c
PagerDuty UserCA10P__CaPagerDutyUser__c
PagerDuty User Contact MethodCA10P__CaPagerDutyUserContactMethod__c
PagerDuty User Notification RuleCA10P__CaPagerDutyUserNotificationRule__c
PagerDuty User Team LinkCA10P__CaPagerDutyUserTeamLink__c

Troubleshooting​

note

Initial data collection may take time to complete.

Authentication Failed or Integration Shows Red Status​

  • Verify that the PagerDuty API key is valid and active.
  • Confirm that the key has the required read scopes for PagerDuty discovery.
  • Check whether the PagerDuty user or service account associated with the key is active.
  • Re-enter the API key by editing the integration in Cloudaware.

PagerDuty Objects Are Missing​

  • Allow the initial discovery cycle to complete.
  • Confirm that the API key has access to the missing incidents, services, schedules, teams, users, or escalation policies.
  • Review PagerDuty account permissions and key scopes for the affected objects.
  • In CMDB Navigator, verify that you are viewing the PAGERDUTY section and related resources.

Still stuck? Contact Cloudaware Support at support@cloudaware.com with the integration name and a brief description of the issue.

Reconfigure or Remove the Integration​

warning

To rotate API keys, edit the existing integration instead of deleting and re-creating it.

Update the Integration Details​

  1. Go to Admin.
  2. Select PagerDuty.
  3. Select the specific integration.
  4. Open the three-dot menu (⋮), then click Edit.
  5. Update the required fields.
  6. Click Save.

Remove the Integration from Cloudaware​

  1. Go to Admin.
  2. Select PagerDuty.
  3. Select the specific integration.
  4. Open the three-dot menu (⋮), then click Delete.
  5. Confirm the deletion if prompted.

Security Notes​

  • Use a dedicated PagerDuty service account or API key with the minimum scopes required for discovery and workflow actions.
  • Grant write scopes only if Cloudaware must create or update PagerDuty incidents.
  • Avoid using a personal administrator key for long-running integrations.
  • Store PagerDuty API keys only in approved credential stores and avoid sharing them through tickets, chat, or documentation.
  • Rotate API keys according to your organization's credential-rotation policy and immediately after suspected exposure.
  • Update the Cloudaware PagerDuty integration immediately if API key is revoked, regenerated, or replaced in PagerDuty.