How to enable and use the PagerDuty integration

  • Helena Liadmin
  • Support Program Manager
  • Helena_Li
  • updated 11 mths ago

Overview

The PagerDuty integration allows you to enforce customer SLAs by defining rules to automatically triggering PagerDuty alerts.

Use rules to set conditions for messages that require a PagerDuty alert, such as unreplied time or the keyword "urgent"), and Front will trigger a PagerDuty Escalation Policy for those messages automatically.

Like other integrations, you need to be an admin in order to enable the PagerDuty integration.


Instructions

Part 1: Enable the integration

Step 1

Click the gear icon on the top right of Front and into the Company settings tab, and select Integrations from the left menu.

Step 2

Select PagerDuty from the list of integrations. Click to the Settings tab and toggle on Enabled.

Step 3

Click Sign in to Pagerduty and link your account. In the pop up authentication window, enter your PagerDuty credentials to sign into the integration.

Step 4

Choose the Service Name and Escalation Policy you'd like to use for the triggered Front message. Then click Finish Integration.

Step 5

Click Save to finish enabling the PagerDuty integration.

Part 2: Create rule in Front

Step 6

To create a rule for PagerDuty alerts, start by creating a new team rule.

Step 7

Set up your When and If conditions and choose the action Trigger in PagerDuty in the Then section.

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