PagerDuty

Bi-Directional Integration with PagerDuty Incidents Module

Introduction

PagerDuty is a leader in IT Incident Response, offering cloud based solution for incident management and on-call routing. This section explains on how to integrate CloudFabrix AIOps with PagerDuty.

This integration offers bi-directional integration between CloudFabrix AIOps and PagerDuty.

Integration Highlights:

  • Creates Incidents in PagerDuty for every Actionable Incident created in CFX AIOps

  • Updates performed in PagerDuty by On-Call team are reflected back in CFX AIOps

    • (Ex: priority/urgency changes, ticket assignment, notes updates etc.)

  • Similarly, Incident updates done in CFX AIOps are reflected in PagerDuty

  • From CFX AIOps, diagnostic results and comments can be shared to PagerDuty Incident

  • Once Incident is resolved by PagerDuty on-call team, the incident on CFX platform will also be marked as resolved.

Prerequisites

Enabling API access on PagerDuty

Step1: Get Event API Token

1.Login to PagerDuty as the Administrator / Account owner. Navigate to Integrations under Configuration-> Service-> Integrations.

2. Rest API Key

To retrieve API key, login as PagerDuty administrator / Account owner. Navigate to Configuration->API Access.

3. Enter Description and click on 'Create Key.

Step 2: Setting up the Service

1.Login as PagerDuty Administrator / Account owner. Navigate to Configuration and Services.

Step 3: Set up Escalation policy

1.Login as PagerDuty Administrator / Account Owner. Navigate to Configuration and Escalation Policies.

Step 4: Add Team Members

1.Login as PagerDuty Administrator / Account Owner. Navigate to Configuration and Teams.

2. Add User(s)

Step 5: Setup Webhook

1.Login as PagerDuty Administrator / Account owner and navigate to Configuration-> Services-> Integrations.

Adding PagerDuty as DataSource

Step 1: Login to cfxDimensions through web browser UI and login to cfxOIA application. Select the project and on context menu 'Configure Project'

Step 2: Select 'DataSources' from left navigation tabs and click on '+' to add new data source as shown below.

Click on '+' to add new data source

Step 3: New DataSource Add screen is displayed. Enter Datasource Name, Datasource Description, If Gateway access is required and select DataSource Type 'PagerDuty' from the displayed datasources as shown below.

Step 4: The view expands to capture information related to PagerDuty as shown below.

Step 5: Fill in the details and click on 'Test Connectivity' to ensure the entered details are correct. Click on 'Save'.

A sample PagerDuty details are as shown below.

Sample PagerDuty Details

Adding Team(s) to PagerDuty

Step 1: Login to cfxDimensions and select cfxOIA application. Select Project -> Configure Project. Select 'Teams' on left side tab menu and click on '+' as shown below.

Click on '+' to crate new team

Step 2: The following view is displayed. Select Team Name 'PagerDuty'

Step 3: The following view is displayed. Enter Team Name, Description and select PagerDuty.

Enabling Auto Share allows to automatically send updates to PagerDuty whenever there is an update in cfxOIA incident.

Click Finish.

EndPoints Configuration (PagerDuty to cfxOIA)

Step 1: Webhook is commonly used endpoint. The webhook URL generated in cfxOIA is used to configure the webhook on PagerDuty.

Step 2: Login into cfxDimensions and select cfxOIA app. Open the project in edit configuration mode. Select 'Incidents' on left menu, on Incident Endpoints, click on '+' as shown below.

Step 3: Select Endpoint role as 'Source' or 'Target', select Event Type (ex: OIA Incident).

Step 4: Select 'EndPoint Type' as shown below.

Depending on the endpoint type selected, the view changes to capture corresponding information as shown below.

Step 5: Click Save.

Step 6: From initial 'Incidents End Point view', you can access webhooks on the context menu of each end point as shown below.

Step 7: The following image shows sample Endpoints for CloudFabrix to PagerDuty (Target) .

Step 8: The following shows sample endpoint from PagerDuty to CloudFabrix OIA (Source)

Step 9: Create Mappings between Source and Target Endpoints. click on '+' on 'Incident Mappings' tab as shown below.

Step 10: The following mapping view is displayed. The information is captured in stepped views as shown from Selecting endpoints, mapper, pipeline, script before confirmation.

In first step select source and target endpoints, click Next.

Step 11: Select Mapper and Click Next

Step 12: Select Pipeline and click Next

Step 13: Update scrips either in JSON or Python format and click Test the script before clicking Next

Step 14: Confirm the entries on the 'Confirm' step and click 'Finish' as shown.

CloudFabrix's default script provides basic handling. However, users can modify the script to provide custom handler by updating the script here. Ensure to test the script after modification.

Step 15: Once mappings are completed, the Incidents Mappings are displayed. The newly created mapping needs to be 'Enabled' by clicking 'Enable' on context menu of the mapping. The Enable/Disable gets toggled to activate or deactivate the mapping.

Contacting Support

Support queries related to this integration can be sent to [email protected]