Create Better Stack incidents from PagerDuty incidents, so a page in PagerDuty reaches whoever is on call in Better Stack.

Connect PagerDuty to Better Stack

1. Go to Integrations → Importing data
2. Find the PagerDuty incidents card and click Add.
3. Name your integration and click Continue. Keep this page open.

Create a webhook in PagerDuty

1. Go to Integrations → Generic Webhooks (v3).
2. Click New Webhook.
3. Paste the URL from your Better Stack integration into Webhook URL.
4. Select Scope Type → Service. To cover all of a team's services, select Team instead.
5. Select Scope → your service or team.
6. Under Event Subscription, click Deselect all, then select these events:
   • incident.acknowledged
   • incident.annotated
   • incident.reopened
   • incident.resolved
   • incident.service_updated
   • incident.triggered
   • incident.unacknowledged
7. Click Add Webhook.
8. Copy the secret from the confirmation dialog. PagerDuty won't show it again.

Can't add a webhook in PagerDuty?

Adding a webhook needs the Manager, Admin, Global Admin or Account Owner base role in PagerDuty, or the Manager Team role on the service's team.

Finish in Better Stack

1. Paste the secret into Add a signing secret.
2. Click Save changes.
3. In PagerDuty, open the webhook and click Send Test Event, then Yes, Send Event. The request shows up as Test in the log at the bottom of the integration page.

Sending several PagerDuty webhooks to one integration?

Each webhook has its own secret. Paste each one into Add a signing secret and click Save changes, one at a time.

How PagerDuty updates the incident

• A triggered PagerDuty incident opens a Better Stack incident and alerts as set in the integration.
• Acknowledging or resolving it in PagerDuty does the same in Better Stack, credited to the PagerDuty user who did it.
• Reopening it reopens the Better Stack incident.
• Notes added in PagerDuty become comments.
• Unacknowledging it only adds a comment, and Better Stack doesn't alert again.

Acknowledge in PagerDuty to stop both escalations

Better Stack doesn't update the PagerDuty incident, so acknowledging only in Better Stack leaves PagerDuty escalating. Open the PagerDuty link at the bottom of the incident's timeline and acknowledge it there. The acknowledgement comes back to Better Stack.

Also sending Better Stack incidents to PagerDuty?

Incidents imported from PagerDuty are never sent back to PagerDuty, so the two integrations can't loop.

Avoid calls at night for low-urgency incidents

Better Stack alerts on every PagerDuty incident, whatever its urgency, and saves it as Urgency metadata. To route low-urgency incidents differently:

1. On the integration page, under How should we escalate incidents?, select Escalation policy and pick a policy.
2. In that policy, add a metadata rule on Urgency with the value low.