PagerDuty

Overview

PagerDuty is an incident management platform that helps operations teams detect, triage, and resolve service disruptions quickly. When you configure PagerDuty as a notification channel in Turbo360, alerts are forwarded to a PagerDuty service using an integration key, triggering your on-call schedules and escalation policies automatically.

Business value

Connecting Turbo360 alerts to PagerDuty routes incidents into your existing on-call workflows. Teams receive notifications through their preferred channels — SMS, phone call, push notification, or email — based on urgency rules configured in PagerDuty, reducing response time and minimizing service disruption.

Prerequisites

• An active PagerDuty account.
• A PagerDuty Service with an integration created. See Create a Service and Add Integration in PagerDuty for instructions.
• The integration key copied from the PagerDuty service integration.

Required permissions

You must have sufficient permissions in PagerDuty to create services and integrations.

Dependencies

• Turbo360 must have outbound connectivity to the PagerDuty Events API endpoint for your selected hosting region.

How it works

Turbo360 uses a PagerDuty integration key to authenticate and send alert payloads to the PagerDuty Events API. When an alert condition is met, Turbo360 posts an incident event to PagerDuty, which routes it according to the service's escalation policy and notifies the on-call engineer. You validate the connection during setup to confirm the key is valid before saving.

Steps

To configure the PagerDuty notification channel, navigate to the notification channel configuration in Turbo360.

1. In Turbo360, navigate to the notification channel configuration and select PagerDuty.
2. Enter a Friendly name to identify this channel in the Turbo360 application.
3. Enter the Integration key from your PagerDuty service integration.
4. Select the hosting region that matches the region in which your PagerDuty account was created.
5. Click Validate. Turbo360 sends a sample notification to verify the credentials are valid.
6. After successful validation, click Save to complete the setup.

Configuration

Permission behavior

With access: Turbo360 can authenticate to PagerDuty and forward alert incidents to the configured service. Test notifications can be sent using the Validate action.

Without access: If the integration key is invalid or the associated PagerDuty service is inactive, validation will fail. Turbo360 will not forward incidents until a valid key is provided and saved.

Example scenario

Your team uses PagerDuty to manage on-call rotations for production services. You configure a PagerDuty notification channel in Turbo360 using the integration key from your Azure-Monitor PagerDuty service. When a Business Activity Monitoring alert fires, Turbo360 automatically creates an incident in PagerDuty, which notifies the on-call engineer by SMS based on your high-urgency notification rules.

Limitations

• Turbo360 creates a new incident for each alert; it does not automatically acknowledge or resolve PagerDuty incidents when the underlying condition clears.
• Only one integration key can be configured per notification channel entry. Create separate channels in Turbo360 to route alerts to different PagerDuty services.
• The integration key must come from a PagerDuty service integration; account-level API keys are not supported for event routing.

Troubleshooting

1. Validation fails after entering the integration key
   Cause: The integration key is incorrect, has been revoked, or is from the wrong PagerDuty service.
   Fix: Verify the key in PagerDuty under the service's Integrations tab. Regenerate or copy the key again and confirm it matches the correct service.

2. Alerts fire in Turbo360 but no incidents appear in PagerDuty
   Cause: The notification channel is not linked to an alert rule or escalation policy in Turbo360, or the channel was not saved after configuration.
   Fix: Confirm the channel is saved and verify the relevant alert rule or escalation policy in Turbo360 references this PagerDuty channel.

3. Validation succeeds but incidents are routed to the wrong team or service
   Cause: The integration key belongs to a different PagerDuty service than intended.
   Fix: Check which service the integration key is associated with in PagerDuty and update the channel configuration if needed.

4. Connection to PagerDuty times out
   Cause: The selected hosting region does not match your PagerDuty account's region, or outbound network rules are blocking the request.
   Fix: Confirm your PagerDuty account region and select the correct region in the channel configuration. Contact your network administrator if outbound HTTPS traffic to PagerDuty is blocked.

5. Incidents are created in PagerDuty but no notifications are sent to the on-call engineer
   Cause: The PagerDuty service escalation policy or notification rules are not configured correctly.
   Fix: Review the service's escalation policy and the on-call engineer's notification rules in PagerDuty. This is a PagerDuty configuration issue, not a Turbo360 issue.

FAQs

1. Where do I find the integration key in PagerDuty?
   Navigate to Services → select your service → go to the Integrations tab → find the integration you created → copy the Integration Key shown there.

2. Can I configure multiple PagerDuty channels in Turbo360?
   Yes. You can create multiple PagerDuty notification channels, each with a different integration key, and assign them to different alert rules.

Related articles

• Create a Service and Add Integration in PagerDuty