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PagerDuty is incident response and on-call paging: an incident on a service pages the people on call through the service’s escalation policy until one acknowledges it. Connect your PagerDuty account once with a REST API key, and Neo agents can raise incidents, work them and read who is on call.

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What Neo can do with PagerDuty

  • Raise an incident on the service you choose when a ticket meets the criteria you write in the agent’s instructions, such as a priority, a client, a board or words in the ticket, with the ticket’s details in the incident
  • Add notes to an incident, and acknowledge, reassign, escalate, snooze or resolve it as the ticket moves
  • Answer who is on call now or on a date, from PagerDuty’s on-calls, schedules and escalation policies, and add a schedule override
  • Read what happened to an incident: who was paged, who acknowledged and when
  • Open maintenance windows, run incident workflows, post on status pages and read response metrics, with the approvals your access profile sets

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How Neo ties an incident to a ticket

Each incident Neo raises carries the ticket in its incident key, such as HaloPSA-48213. Before it raises one, Neo looks for an open incident with the same key, and PagerDuty refuses a second open incident with that key on the service, so a ticket has at most one open incident on a service. Once that incident is resolved, a later run on the same ticket can raise a new one when the ticket meets your criteria again. Neo then adds an internal note on the ticket with the incident number and its link.

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Example instructions

See PagerDuty API for the permission groups.

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Next steps

Connect PagerDuty

Make a PagerDuty REST API key and save it in Neo.