PagerDuty

Use BigPanda to create incidents in PagerDuty, based on high-level incidents that are intelligently grouped from multiple alerts. Save time, reduce mistakes, and ensure your entire team has a real-time view of what's happening with BigPanda.

The integration works by using the PagerDuty Events API to create incidents in PagerDuty. Once incidents are created an integration on the relevant PagerDuty service is used to send any updates from PagerDuty back to BigPanda via a webhook call. Updates from BigPanda to PagerDuty once again use the PagerDuty Events API as well as the PagerDuty REST API.

Key Features

• Triggers PagerDuty Incidents: By sharing intelligently correlated alerts from BigPanda you can trigger new PagerDuty incidents.
• Resolve in Either System: By resolving an incident in either BigPanda or PagerDuty the related incidents will be resolved in both systems.
• Bi-directional Comment Synchronization: When adding a comment to a shared incident in BigPanda or a note in PagerDuty it will be added in both systems.

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Standard AutoShare Rules

This integration follows standard AutoShare rules. See the Sharing Rules documentation for more information.

Install the Integration

Create an App Key

Create an app key in BigPanda.

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Integration Specific

You'll need a separate app key for each integrated system.

PagerDuty Setup

1. Go to Services > Services Directory.

2. Select the service you wish to add the BigPanda integration to.

3. From the Integrations tab, click New Integration.

4. From the Integration Type menu, select Use our API directly and Events API v2.

5. Click Add Integration to save. You will be redirected to the Integrations page for your service.

6. Make sure to copy the Integration Key since we will need to use that during the BigPanda setup.

7. Click your User Icon and select My Profile.

8. Select the User Settings tab and under the API Access section, click on the Create API User Token button. This API User Key allows BigPanda to call the PagerDuty API to get information needed for comments to work.

9. Enter a description to help you identify the key later

10. Click Create Token.

11. Save the key. This will be used in both the PagerDuty and BigPanda setups. You will be redirected to your user profile.

12. From the top menu, go to Integrations > Generic Webhook (v3).

13. Click +New Webhook.

14. Use the following information to set up the Webhook:

    • Name: Appropriate name such as “BigPanda Webhook”
    • Webhook URL: Enter the URL https://integrations.bigpanda.io/latest/pagerduty/webhook?token=<Your Org Bearer Token>
    • Description: Appropriate description of the webhook.
    • Scope Type: The type is Service.
    • Scope: Select the service that this webhook should trigger on.
    • Webhook Status: Click to enable.
    • Events Subscription: Select the events you want to enable. BigPanda only support incident events, service events will be ignored.

15. Click Add Custom Headers.

16. Set x-bp-config-pdtoken with the API User Token saved in Step 10.

17. Click Save Changes

BigPanda Setup

1. Set the x-bp-config-pdkey header value with the Integration Key from Step 6 of the PagerDuty Setup.
2. To enable Bi-Directional comments between BigPanda and PagerDuty, continue to the next step. Otherwise, skip to Step 5.
3. Add the x-bp-config-pdtoken custom header below with the API User Token from Step 7 of the PagerDuty Setup.
4. Add the x-bp-config-pdemail custom header below with the e-mail address of the user that will be the author of all PagerDuty comments. This user should have, at minimum, Responder role privileges.
5. Click Configure Webhook.

Advanced Configuration

The integration can override the default PagerDuty integration key for specific alerts as well as map BigPanda Tags to PagerDuty fields.

Override a PagerDuty Integration Key

To override the default PagerDuty integration key for specific alerts you need to add a custom header that indicates which BigPanda Alert Tag contains the new integration key.

1. From the BigPanda integrations tab select your PagerDuty integration.

2. Click Review Instructions.

3. In the Connect BigPanda to PagerDuty step add a new custom header to the list.

   Header Key	Header Value
   x-bp-config-pdfield	New Integration key

4. Click Configure Webhook to save the header.

Map BigPanda Tags to PagerDuty Fields

To map BigPanda tags to specific PagerDuty fields you need to add a custom header that specifies the mapping.

1. From the BigPanda Integrations tab, select your PagerDuty integration.
2. Click Review Instructions.
3. In the Connect BigPanda to PagerDuty step add a new custom header to the list with tag-name as the name of the BigPanda tag and pagerduty-field-name as the name of the PagerDuty field.

1. Repeat step #3 for all your tag to field mappings.
2. Click Configure Webhook to save the header.

Success

You are now ready to share incidents to PagerDuty.

Note: If you want to share to other services or escalation policies, you can create another PagerDuty integration with a different system name.

Uninstall the Integration

Deleting an integration requires that you remove the integration in both the integrated system and BigPanda. We recommend that you first uninstall the integration on the integrated system to prevent traffic from being sent and rejected by BigPanda, since the app_key will not exist once you delete the integration in BigPanda.

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Caution During Replacement

When replacing an existing integration with a new tool or system, we recommend configuring the new integration first to ensure no data is lost.

Stop Sending Data from BigPanda

In BigPanda, disable any settings that send data to the integrated system. This includes modifying or removing AutoShare rules or Environments that are tied to the integration.

1. In PagerDuty, navigate to Configuration > Services.
2. Select the service with the BigPanda Integration configured.
3. From the Integrations tab click the settings gear icon and select Delete.

If you have configured an API Key, remove the key from PagerDuty.

1. In PagerDuty, navigate to Configuration > API Access.
2. Locate the API Key created for the BigPanda integration and select Delete, confirming when prompted.

Delete the Integration in BigPanda

Take the following steps to delete the integration from BigPanda:

1. In BigPanda, navigate to the Integrations tab and select the desired integration from the list.
2. In the integration details on the right of the page, click the trash icon, then confirm you want to delete the integration. The integration will be removed immediately.

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️Data Removal

This procedure does not remove any data from BigPanda or the integrated system. As needed, remove data from each system before deleting the integration.

Release Notes

v2 (4/4/22)

• Added Webhook3 Support