PagerDuty Integration

Connect Middleware alerts to your PagerDuty services so incidents route to the right on-call teams with your existing escalation policies.

What you get#

• Send alert notifications from Middleware to PagerDuty Services
• Respect your escalation policies & on-call schedules configured in PagerDuty
• Choose PagerDuty as a notification medium per alert rule

Prerequisites#

• A Middleware workspace with permission to install integrations and create alerts
• A PagerDuty account with permission to create API User Tokens (e.g., Account Owner or a role that allows API access)
• At least one PagerDuty Service (new accounts typically have a Default Service)

Step-by-step Setup#

1 Create an API User Token in PagerDuty#

• In PagerDuty, open User Settings → API Access and click Create API User Token.
  
• Give the token a descriptive name (e.g., “Middleware”), then create.

  Note: Currently, we do not support PagerDuty account-level access tokens. Please use a user-level API token instead — incidents will be created under the associated user's email. You can generate a user token by going to your PagerDuty profile → User Settings → Create API Token.

• Copy the token (it’s shown only once). Store it securely.
  

If you lose this token later, revoke it and create a new one; you can then update the token in Middleware by reinstalling the integration.

2 Install PagerDuty in Middleware#

• In Middleware, go to Integrations, search “PagerDuty”, and open it.
  
• Paste the API User Token into the Access Token field and click 'Install PagerDuty'.
  

A successful install shows the integration as Active and lists your available services.

3 Use PagerDuty when Creating an Alert#

• Create (or edit) an alert in Alerts → Create Alert.
• In Configure Notifications, select PagerDuty as a medium.
• Pick the Service you want to page (e.g., Default Service).
• Save the alert.

Verify the Integration#

• Trigger a test alert condition that targets a rule where PagerDuty is selected.
• In PagerDuty, check Incidents under the chosen Service and confirm the incident appears with your alert’s title/summary.

Troubleshooting#

• Invalid token on install: Ensure it’s a User API Token from User Settings, not a Service integration key; repaste without extra spaces.
• No services listed: The token’s user must have access to Services; create at least one Service in PagerDuty if none exist.
• Alert didn’t page: Edit the alert and confirm PagerDuty is selected as a medium and the correct Service is chosen.
• Was working, now failing: Token might be rotated/revoked in PagerDuty; reinstall with a fresh token.