1. Make the API key
An Admin or Account Owner makes it. In PagerDuty, open Integrations > API Access Keys, click Create New API Key, give it a description such as “Neo”, and leave Read-only API Key unticked: a read-only key cannot raise incidents. Copy the key when PagerDuty shows it.2. Add the key in Neo
1
Open Integrations
In the Neo Dashboard, open Integrations and find the PagerDuty card, under Chat & Alerting.
2
Enter the details
- REST API Key: the key from step 1.
- Service Region: United States, or Europe when you sign in at
app.eu.pagerduty.com. - PagerDuty User Email: the email of a user in your PagerDuty account, such as the account owner or a service user for Neo. PagerDuty needs a user on every change, and records Neo’s changes, such as a new incident, as made by this user.
3
Save
Click Save settings. Neo checks the key against PagerDuty and looks up the user before saving, so a wrong key, the wrong region or an email no user has is rejected straight away.
3. Turn PagerDuty on per agent
Open the agent, go to the Integrations section, and pick an access profile for the PagerDuty block, or set each area yourself:
To raise incidents with no technician approval, pick IT Admin or Full Automation; Helpdesk asks a technician before each incident. The agent also needs its PSA permission to add internal notes on tickets. See PagerDuty API for the profiles and what the agent can read and change.