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PagerDuty Notification

Send Cloudaware events to PagerDuty by configuring an outbound action and endpoint URL.

info
  • Audience: Cloudaware administrators, SRE teams, SecOps teams, NOC teams, and workflow administrators
  • Outcome: Cloudaware workflows can send selected events to PagerDuty so incidents are created or updated for operational response

Capabilities​

The integration supports:

  • PagerDuty incidents created from Cloudaware workflow triggers
  • PagerDuty updates sent when Cloudaware event or record status changes meet configured workflow criteria
  • Workflow-based routing from Cloudaware events to PagerDuty for incident response and operational tracking

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 service or integration details.
  • PagerDuty API key or routing key with permissions to create incidents.

Configure a PagerDuty Notification Endpoint URL in Cloudaware​

Use case: Automated PagerDuty incident creation for stopped production EC2 instances. When a production AWS EC2 instance is reported as stopped, Cloudaware automatically triggers a PagerDuty incident. This ensures that CloudOps is immediately alerted to production infrastructure interruptions without manual intervention.

  1. In Cloudaware, go to Admin.
  2. Find PagerDuty Notification, then click + ADD.
  3. Provide:
    • Name: Enter a display name for this PagerDuty Notification integration, e.g., PagerDuty: AWS EC2 Instance Update.
    • API Key: Enter the API Key generated in PagerDuty. If a PagerDuty account is already connected to Cloudaware, use the API Key from that integration.
    • Integration Key: Enter the integration key of the monitored PagerDuty service. To find it in PagerDuty, go to Service Directory → select the service → Integrations.
    • Incident Key Field: Enter the Cloudaware field used as the PagerDuty dedup_key. The field value must be unique for each PagerDuty incident. If this field is empty, Cloudaware uses CA10__caUuid__c by default. To find the field API name, go to Setup → Objects → select the object → locate CloudAware UUID → copy the API name.
    • Resolve Time Field: Enter the Cloudaware field that resolves the PagerDuty incident when it is populated, e.g., CA10__closeDate__c. If this field is empty, Cloudaware does not resolve PagerDuty incidents automatically.
    • Fields List: Enter the Cloudaware fields to include in the PagerDuty incident description.
  4. Click Save to generate an endpoint URL.
  5. Copy and save the endpoint URL.

Configure a Flow to Create PagerDuty Incidents​

Create a Cloudaware flow that sends matching events to PagerDuty.

Create an Outbound Message​

Create a Salesforce outbound message that sends the selected record fields to the PagerDuty Notification endpoint URL generated by Cloudaware.

  1. In Cloudaware, go to Setup (under the gear icon).
  2. In the Quick Find bar, search for Process Automation.
  3. Under Workflow Actions, select Outbound Messages → click New Outbound Message.
  4. From the drop-down list, select the object (in this example, AWS EC2 Instance). Click Next.
  5. Configure the outbound message:
    • Name: Enter a descriptive name, e.g., PagerDuty: AWS EC2 Instance Update.
    • Endpoint URL: Enter the endpoint URL generated by the PagerDuty Notification integration.
    • Selected Fields: Move fields from Available Fields to Selected Fields using the arrow buttons. For example, select CA10__instanceId__c, CA10__application__c, CA10__stateName__c, CA10__regionName__c, and CA10__caUuid__c. The Id field is included by default.
  6. Click Save.
note

Ensure that the API name of the Cloudaware UUID field (e.g., CA10__caUuid__c) matches the API name used as a value for Incident Key Field in the integration setup form.

Set Up a Record-Triggered Flow​

Create a record-triggered flow to create an incident in PagerDuty when the source record meets criteria.

  1. Proceed in the Salesforce UI (Cloudaware Setup).
  2. In the Quick Find bar, search for Flows.
  3. Under Process Automation, select Flows, then click New Flow.
  4. Select Record-Triggered Flow. Click Create.
  5. Select the target object (in this example, AWS EC2 Instance).
  6. Configure the trigger:
    • Trigger: A record is updated
    • Condition: All Conditions Are Met (AND)
      • Cloud Environment (caTag) Equals Production
      • State Name Equals stopped
    • When to Run the Flow: Every time when a record is updated and meets the condition requirements
  7. In the Optimize the Flow for section, select Actions and Related Records. Click Next.
  8. Use + sign to add:
    • Element: Action
    • Action Type: Outbound Messages
    • Outbound Message: Select the outbound message created earlier, that is PagerDuty: AWS EC2 Instance Update.
  9. Save and activate the flow.

Flows can be debugged in Salesforce. See the Salesforce documentation for details: Test or Troubleshoot Flows with the Flow Builder Debugger

Troubleshooting​

note

Workflow-triggered notifications depend on the configured outbound message, flow criteria, and PagerDuty endpoint availability.

PagerDuty Incidents Are Not Created​

  • Confirm that the PagerDuty Notification endpoint is configured in Cloudaware.
  • Verify that the Cloudaware outbound message is configured and the flow is active.
  • Check that the flow criteria match the records or events expected to create PagerDuty incidents.
  • Confirm that the PagerDuty API key or routing key allows incident creation for the target service.

Updates Are Not Sent to PagerDuty​

  • Confirm that the workflow is configured to run on the expected status changes.
  • Verify that the outbound message points to the current PagerDuty Notification endpoint URL.
  • Review Cloudaware flow execution results for errors.
  • Check PagerDuty permissions for the account or key used by the integration.

Endpoint or Flow Errors Are Displayed​

  • Verify that the PagerDuty endpoint URL is current.
  • Recreate or update the outbound message if the endpoint URL changed.
  • Review the integration details to identify missing fields, permission issues, or endpoint failures.

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 update endpoint settings or PagerDuty incident details, edit the existing integration and related flow configuration instead of deleting and re-creating it.

Update the Integration Details​

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

Security Notes​

  • Limit PagerDuty permissions to the services and incident actions required by the Cloudaware workflow.
  • Restrict Cloudaware flow criteria so notifications are sent only for approved records or events.
  • Treat the generated endpoint URL and PagerDuty keys as sensitive and avoid sharing them through tickets, chat, or documentation.
  • Review outbound messages and flows in Cloudaware regularly to confirm that they still match the intended PagerDuty notification scope.
  • Remove or disable unused outbound messages when the PagerDuty Notification integration is removed.
  • Update the Cloudaware PagerDuty Notification integration and related flows immediately if the endpoint URL or PagerDuty permissions change.