PagerDuty

Ace reads PagerDuty to see who was paged, for what, and how the response went. It never adds notes to a page or resolves one.

What Ace readsCopy Anchor Link

• PagerDuty incidents around the Ace incident, plus earlier ones still open, with status, urgency, priority, service and assignees.
• Incident timelines: trigger, notifications, acknowledgements, escalations, reassignments and resolve. Ace also reads time to first acknowledgement and responder notes.
• Who was on call for a service's escalation policy, by level.
• The alerts behind an incident, with source integration, dedup key, severity and links.
• Change events tied to an incident, or from shortly before the Ace incident.
• Service dependencies, business services and escalation rules.
• Past similar, related and outlier incidents. This needs PagerDuty AIOps, and Ace says so when your account doesn't have it.

Ace doesn't use PagerDuty to verify a fix, because a page closes when a person resolves it.

For the System Map, Ace discovers your PagerDuty services and their dependencies.

What Ace can changeCopy Anchor Link

Nothing in your PagerDuty incidents. Ace never acknowledges, resolves or annotates a page, and PagerDuty has no actions in Ace. A full-access key lets Ace create its own webhook subscription, and nothing else (see Wire alerts).

What opens an incidentCopy Anchor Link

A page usually joins the Ace incident already open for the same workload, which your alert sources opened. If no incident is open, a high-urgency page opens one.

Events arrive through an account webhook subscription, and Ace also polls PagerDuty every 2 minutes in case a delivery goes missing.

Low-urgency pages only inform investigations, and so do pages whose incident type you list in Not reliability incidents, for example Security or Customer request. If you list Services, Ace keeps only pages from those services, even though the subscription covers the whole account.

Severity comes from the page's priority. P1 or SEV1 is critical, P2 or SEV2 high, P3 or SEV3 medium, and P4, P5, SEV4 or SEV5 low. A high-urgency page without a priority is high.

A page reaches an incident only when a workload routes PagerDuty. In the workload's settings, under Investigation triggers, turn on Integration alerts and check PagerDuty under Alert sources. Routing PagerDuty alone doesn't narrow which sources Ace reads for that workload.

Before you startCopy Anchor Link

• The admin role in Ace. See Roles and permissions.
• Admin or Account Owner in PagerDuty, to create an API key.

Credentials and permissionsCopy Anchor Link

Ace uses one general access REST API key. A read-only key is enough if you add the webhook subscription yourself.

Set upCopy Anchor Link

1. Create the API keyCopy Anchor Link

1. As an Admin or the Account Owner, open Integrations > Developer Tools > API Access Keys > Create New API Key.
2. Set Description to Ace and tick Read-only API Key. Leave it unticked only if Ace should add its webhook subscription.
3. Select Create Key and copy the key, because PagerDuty shows it only once. Then select Close.

2. Connect PagerDuty in AceCopy Anchor Link

1. Open Settings > Data sources and choose PagerDuty.
2. Fill in the form:
   • API key: the key you copied.
   • Service region: US (api.pagerduty.com) or EU (api.eu.pagerduty.com).
   • Services (optional): service IDs to keep, comma-separated, for example PF9KMXH.
   • Not reliability incidents (optional): incident types that inform investigations but never open an Ace incident, comma-separated. Low-urgency pages never open one either.
3. Select Connect PagerDuty. Ace saves only if the key passes validation.

3. Wire alertsCopy Anchor Link

If the key has full access, Ace adds an account-scoped webhook subscription for incident events, named ace-<id>, and stores the signing secret PagerDuty issues. Events from every service reach Ace, including services you add later. Ace rechecks the subscription hourly and removes it when you disconnect, and the Alerts section reports what it set up.

If the key is read-only, the Alerts section says Ace can't add the subscription, though polling still brings pages in. To add the subscription yourself:

1. Copy the webhook URL Ace shows.
2. In PagerDuty, open Integrations > Generic Webhooks (v3), add a subscription at the account scope, and paste the URL.
3. Select incident.triggered, incident.acknowledged, incident.reopened, incident.resolved and incident.priority_updated, then select Add Webhook.
4. Copy the signing secret. PagerDuty shows it once, when it creates the subscription.
5. In Ace, paste it into the signing secret field of the Alerts section and select Save.

Confirm it's workingCopy Anchor Link

• The connection shows Connected once Ace checks the key against your region, reads your services (or each one you listed), and reads incidents.
• The Alerts section shows Waiting for first event until the first signed delivery turns it Verified. Ace polls in the meantime.

DisconnectCopy Anchor Link

1. In Ace, open Settings > Data sources > PagerDuty and select Disconnect. Ace deletes its webhook subscription, and if it can't, it tells you so you can remove ace-<id> in PagerDuty yourself.
2. If you added the subscription yourself, delete it in Integrations > Generic Webhooks (v3).
3. In PagerDuty, delete the API key.

Next stepsCopy Anchor Link

• How Ace works
• incident.io
• All integrations