Integration Directory
ITSM

PagerDuty

PagerDuty is an on-call scheduling and incident response platform that helps teams detect, triage, and resolve operational incidents quickly. Integrating PagerDuty with Harmony connects real-time alerting directly to your IT service management workflows, ensuring incidents are automatically logged and tracked. This unified view reduces response times and keeps all stakeholders informed throughout the incident lifecycle.

Capabilities

  • Automatic Incident Creation: PagerDuty alerts instantly generate and populate incident tickets in Harmony without manual intervention.
  • Bidirectional Status Sync: Updates made in Harmony or PagerDuty are reflected in both platforms, keeping incident status accurate across teams.
  • On-Call Escalation Visibility: Harmony displays current on-call schedules and escalation policies from PagerDuty directly within incident records.

What Harmony does with PagerDuty

When an incident is live, the first question is usually who to wake up. Connecting PagerDuty links Harmony to your on-call and incident data, so escalation is part of the same platform where the ticket lives instead of a separate tab and a guess about who is holding the pager.

Data synced

  • On-call schedules and who is currently on call
  • Escalation policies and the services they cover
  • Incidents raised in PagerDuty and their current state
  • PagerDuty users, for matching responders to employees

Actions available

  • Connect PagerDuty to Harmony so incident and on-call data is available
  • Surface the current on-call owner when an incident needs escalating
  • Use PagerDuty events to drive Harmony automation

Real-world use cases

Who do I wake up: An agent escalating an incident sees the current on-call owner instead of digging through schedules.

Escalation in one place: Paging and the ticket record live in the same platform, so the response is tracked as it happens.

Automation on incident events: A PagerDuty event triggers a Harmony workflow, so follow-up steps run without someone remembering them.

FAQ

PagerDuty is the on-call and incident response platform that pages the right engineer when something breaks. When an incident is live, the first question is usually who to wake up.