> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# PagerDuty

> Raise PagerDuty incidents from tickets on the rules you set, and keep each incident in step with its ticket

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.

## 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

## 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.

## Example instructions

```
When a new ticket has priority P1, or the client is on our 24/7 plan and the ticket
arrives outside 08:00-18:00, raise a PagerDuty incident on the "MSP NOC" service with
high urgency. Otherwise raise nothing.
```

See [PagerDuty API](https://docs.neoagent.io/agents/tools/communication/pagerduty-api.md) for the permission groups.

## Next steps

> [card] [Connect PagerDuty](https://docs.neoagent.io/integrations/pagerduty/connecting-to-neo.md)
>
> Make a PagerDuty REST API key and save it in Neo.


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