PagerDuty

Connect PagerDuty

1. A PagerDuty admin installs the Opsphie app for your PagerDuty account, from PagerDuty's app directory.
2. An Opsphie admin chooses Connect PagerDuty in Settings → Integrations and approves Opsphie. Opsphie acts as whoever connects, and adds a webhook for each service you pick, so connect as someone with PagerDuty's Manager role or above. Settings shows who it is, and anyone can reconnect as themselves.
3. Pick the services whose incidents open incidents in Opsphie, the default commander for them, and the service teams and escalation policies are paged on.

Accounts in PagerDuty's EU region work too: Opsphie finds the region when you connect.

Pages open incidents

When an incident triggers on a picked service, Opsphie opens one incident for it (once, however often PagerDuty delivers the webhook), with its channel and a link to the PagerDuty incident. Its severity comes from the PagerDuty priority (P1 is P0, P2 is P1, P3 is P2, P4 and P5 are P3), or without one from the urgency (high is P1, low is P3).

Its commander is the first that applies:

1. the responder PagerDuty paged, if they're matched to someone in Opsphie;
2. the incident lead of the team whose escalation policy it is (see People and teams);
3. the default commander you picked.

The commander gets a DM. When the PagerDuty incident resolves, Opsphie says so in the incident channel; the incident stays open until someone resolves it.

Page from an incident

In an incident channel, /inc page or the Page button on the pinned message pages a team, a service or an escalation policy, with an urgency and a note. The PagerDuty incident links back to the incident, and the page goes on the timeline. If PagerDuty refuses it, Opsphie DMs you why.

To page automatically, add a workflow in Settings → Workflows: for example, when an incident is declared at P0, Page on PagerDuty. Workflows don't page for private incidents, as PagerDuty would see them.

People and teams

Opsphie matches people to PagerDuty users by email, when you connect and again as new people use Opsphie. The People tab shows who's linked; an admin links someone by hand when their emails differ, and that link stays.

On a team's page, an admin picks its PagerDuty escalation policy. Paging the team pages that policy, and a page from it goes to the team's incident lead when the responder isn't matched.