About
About PagerDuty
PagerDuty is a leading cloud-based digital operations and incident response platform, used by more than 25,000 organisations worldwide, including a majority of the Fortune 100. It unifies alerting, on-call scheduling, escalation management, and incident response workflows on a single platform, helping technical and business teams detect, respond to, and resolve operational issues before they affect customers.
Core Capabilities
Event intelligence and alert grouping, on-call scheduling, escalation policies, incident response workflows, status pages, automation and runbooks, and analytics on incident response performance.
Deployment
Fully cloud-hosted, multi-tenant SaaS platform. The Business Connector integrates with the PagerDuty REST API, with no on-premises components required.
Data Model
Incident-centric architecture built around Services, each backed by an Escalation Policy that routes alerts through On-Call Schedules to the right Users. Incidents carry a priority, an incident type, a status, and a full assignment and escalation history.
Typical Landscape
PagerDuty typically integrates with monitoring and observability tools (Datadog, New Relic, Splunk), ITSM platforms (ServiceNow, Jira Service Management), collaboration tools (Slack, Microsoft Teams), CRM and ERP systems, and voice and SMS communication providers.
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System Objects
System Objects Covered
The System Connector covers the following PagerDuty objects, providing secure API-level access and enabling seamless CRUD operations.
Users
PagerDuty user accounts including name, email address, phone number, time zone, role, team memberships, and configured contact methods used for notifications.
Schedules
On-call schedules defining rotation layers, time zones, restrictions, and overrides that determine which user is on call at any given time.
EscalationPolicies
Escalation rules that define the order in which schedules or users are notified for a service, including escalation delay, repeat count, and target type.
Services
Technical or business components being monitored. Includes the assigned escalation policy, alert grouping settings, incident urgency rules, and integration keys.
Priorities
Priority levels used to classify the severity of an incident. Includes priority name, description, and colour used for triage, filtering, and reporting.
IncidentTypes
Incident type definitions used to classify incidents by nature or impact, including display name, description, and associated custom field configuration.
Incidents
Core incident records covering the triggering alert, priority, incident type, status, assignment, and escalation history through acknowledgement and resolution.
OnCalls
Computed on-call information showing which user is currently on call for a given schedule or escalation policy, along with the start and end of the on-call window.
What Lives Under One Roof
What you can do with this connector
All natively built, All sharing OES data model. All accessible from one workspace.
Monitoring-to-Incident Automation
Alerts raised in observability and monitoring tools are converted into PagerDuty incidents with the correct service, priority, and incident type attached, so the right on-call responder is paged immediately.
Bi-directional ITSM Incident Sync
Incidents raised in PagerDuty are mirrored into ServiceNow or Jira Service Management as tickets, and status updates, acknowledgements, and resolutions flow back to PagerDuty, keeping every system aligned.
On-Call Schedule and Escalation Visibility
Schedules and escalation policies maintained in PagerDuty sync to HR and workforce planning systems, giving managers visibility into on-call coverage and helping avoid scheduling gaps.
Service Catalogue Alignment
Services and their assigned escalation policies stay aligned with your CMDB or asset inventory, so paging always routes to the correct team when infrastructure or application ownership changes.
Collaboration Alerts for Active Incidents
Incident updates, acknowledgements, and resolutions are pushed to Slack or Microsoft Teams channels with full context, keeping stakeholders informed without requiring them to open PagerDuty.
Incident Reporting and Analytics
Incident, priority, and incident type data flows into your BI platform or data warehouse on a schedule, supporting MTTA and MTTR reporting and on-call performance analysis.
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