# Integrating with PagerDuty

This integration allows OpManager to seamlessly manage network events in a single console. When OpManager detects network alerts, corresponding events are simultaneously logged in PagerDuty. This helps reduce downtime and improves **MTBF (Mean Time Between Failures)** and **MTTR (Mean Time to Repair)**, thereby ensuring network reliability.

In PagerDuty UI

- [Create a Service in PagerDuty](#creating-a-service-in-pagerduty)

In OpManager UI

- [Configure PagerDuty settings in OpManager](#configuring-pagerduty-settings-in-opmanager)
- [Configure Notification Profiles](#configuring-notification-profiles-in-opmanager)
- [Configure Notification Templates](#configuring-notification-templates-in-opmanager)

![PagerDuty Integration](https://www.manageengine.com/network-monitoring/help/images/opmanager-pagerduty-direct-integration.png)

## Creating a Service in PagerDuty

To integrate OpManager with PagerDuty, you need an **integration key**. This key uniquely identifies and links OpManager with your PagerDuty [service](https://support.pagerduty.com/main/docs/services-and-integrations).

Follow the steps below to **create a new service in PagerDuty** and generate the integration key:

![PagerDuty New Service](https://www.manageengine.com/network-monitoring/help/images/opmanager-pagerduty-new-service.png)

- Log in to your PagerDuty account.
- Go to **Services → Service Directory → New Service.**
- Enter a name and description for the service.
- Create a new [escalation policy](https://support.pagerduty.com/main/docs/escalation-policies) or select an existing one.
- Choose your preferred [alert grouping](https://support.pagerduty.com/main/docs/intelligent-alert-grouping) and [transient alerts](https://support.pagerduty.com/main/docs/auto-pause-incident-notifications) options.
- Select **Events API V2**, then click Create Service.
- Once the service is created, copy the **Integration Key**.

To copy the **integration key from an existing service**, follow the steps below:

![PagerDuty Existing Service](https://www.manageengine.com/network-monitoring/help/images/opmanager-pagreduty-existing-service.png)

- Log in to your PagerDuty account.
- Go to **Services → Service Directory**.
- Select the preferred service listed under **Total services**.
- Click "More" and select **View Integrations**.
- Click the **Events API V2** dropdown.
- Copy the Integration Key.

## Configuring PagerDuty settings in OpManager

Once you obtain the integration key from PagerDuty, follow the steps below to complete the integration in OpManager.

![PagerDuty Integration Key](https://www.manageengine.com/network-monitoring/help/images/opmanager-pagerduty-integration-key.png)

- Go to **Settings → General Settings → Integrations → PagerDuty → Configure**.
- Enter the **PagerDuty Instance URL**.
- Paste the Integration Key copied earlier.
- Click Validate to verify the connection.

**Note:** Once validated, check the **Alerts** section in **PagerDuty** to see if a test ticket is marked as **Resolved**. If not, re-enter the correct integration key in OpManager and retry.

- In OpManager, under Severity Mapping, select the PagerDuty severity for the corresponding OpManager severity.
- Accept the terms and conditions.
- Click Save.

## Configuring Notification Profiles

Once the integration is complete, you can configure Notification Profiles in OpManager to log tickets in PagerDuty.

![PagerDuty Notification Profiles](https://www.manageengine.com/network-monitoring/help/images/opmanager-pagerduty-notification-profiles.png)

- Go to **Settings → Notifications → Notification Profiles → Add**.
- Click on the **Log a Ticket** option.
- Select PagerDuty from the left panel.
- Fill in the required fields such as Summary, Component, Client name, Custom fields, etc., and click Next.
- [Click here](https://www.manageengine.com/network-monitoring/help/configuring-notifications.html#criteria-notifications) to learn more about choosing criteria, associating devices, applying a time window etc.
- Enter a name for the notification profile and click Save.

## Configuring Notification Templates

To configure Notification templates for PagerDuty integration,

![PagerDuty Notification Template](https://www.manageengine.com/network-monitoring/help/images/opmanager-pagerduty-notification-template.png)

- Go to **Settings → Notifications → Notification Templates**.
- Select **Log a Ticket** from the dropdown.
- Choose PagerDuty from the list of available tools.
- Enter the required ticket details.
- Enter a name for the template and click Save.

## OpManager Alerts in PagerDuty

![PagerDuty UI](https://www.manageengine.com/network-monitoring/help/images/opmanager-pagerduty-ui.png)

**Note:**

- The timestamp must be in a valid ISO 8601 format.
- Kindly use the following format: **$strModTime(format:yyyy-MM-dd'T'HH:mm:ss,Asia/Kolkata)**.
- Users can modify the time zone as needed.