PagerDuty

Connect PagerDuty to CloudThinker for on-call management, incident alerting, and escalation policy integration

Connect your PagerDuty account to enable CloudThinker agents to manage incidents, view on-call schedules, monitor services, and handle escalation policies. PagerDuty authenticates with a User API Token scoped to the creating user’s permissions.

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Supported platforms

Platform	Support
PagerDuty	All plans (Free, Professional, Business, Digital Operations)

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Prerequisites

• A PagerDuty account on any plan.
• A User API Token from My Profile → User Settings → API Access.

Use a User API Token, not a General Access REST API Key. User tokens scope access to what the user can see, providing better security boundaries.

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Setup

1. Open PagerDuty

   Sign in to your PagerDuty account at app.pagerduty.com.

2. Generate a User API Key

   Click your User Icon → My Profile, then scroll to User Settings → API Access and click Create API User Token:

   • Description: cloudthinker
   • Click Create Key

   Copy the key immediately — it will not be shown again.

3. Add the connection in CloudThinker

   Navigate to Connections → PagerDuty and enter:

   • User API Key: the token you just generated

   Click Connect. CloudThinker verifies the credentials and shows a Connected status.

Copy the API token immediately after creation. PagerDuty will not show it again, and you’ll need to create a new token if lost.

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Connection details

Field	Description	Example
PAGERDUTY_USER_API_KEY	PagerDuty User API Token	u+xxxxx...

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Required permissions

Minimum (read-only)

A user with Observer or Responder role provides:

• View incidents, services, and escalation policies
• View on-call schedules
• View teams and users

Recommended (full operations)

A user with Responder or Manager role provides:

• All read permissions
• Acknowledge and resolve incidents
• Create incidents and status updates
• Manage on-call overrides

Follow least privilege: assign Observer role for read-only monitoring. Promote to Responder or Manager only when incident write actions are needed.

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Agent capabilities

Once connected, agents can query and act on PagerDuty data.

Capability	Description
Incident triage	List triggered and acknowledged incidents, identify patterns
On-call schedules	View who is currently on-call and upcoming rotations
Service health	Monitor service status and active incident counts
Escalation policies	View escalation chains and notification rules
Incident actions	Acknowledge, resolve, and add notes to incidents
Schedule management	View schedules and identify coverage gaps

Verify the connection

@alex list all triggered PagerDuty incidents and report the current on-call schedule

Example prompts

@alex list all triggered and acknowledged incidents and #report any patterns by service
@alex who is currently on-call for the platform-engineering service?
@alex show next week's on-call schedule and identify any coverage gaps

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Troubleshooting

Authentication failed

The token is incorrect, expired, or revoked. Verify the User API Token, ensure you are using a User Token (not a REST API Key), and generate a new token if needed.

Permission denied

The user has insufficient role permissions or team-level access restrictions. For write operations, ensure the user has Responder or Manager role.

Missing services or incidents

The user does not have access to the relevant teams. Verify team membership includes the services you want to monitor.

Token revoked

Navigate to My Profile → User Settings in PagerDuty, create a new API User Token, and update the token in CloudThinker connection settings.

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Security

• Least privilege — grant only the permissions the agents need for your use case; start read-only and widen later.
• Read-only by default — use read-only credentials unless you want agents to make changes through this connection.
• Rotate credentials — rotate keys and tokens on your normal schedule; CloudThinker picks up the new value when you update the connection.
• Revoke on offboarding — remove the credential at the provider when you delete a connection or a teammate leaves.

• User token — use a User API Token scoped to a dedicated PagerDuty user rather than a General Access REST API Key.
• Team scoping — limit the dedicated user’s team membership to only the services CloudThinker needs to monitor.

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Related

ServiceNow Connection

ITSM incident management

Datadog Connection

Observability and monitoring