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PagerDuty

Connect your PagerDuty account to enable CloudThinker agents to manage incidents, view on-call schedules, monitor services, and handle escalation policies.

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Supported Platforms

PlatformSupport
PagerDutyAll plans (Free, Professional, Business, Digital Operations)

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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 Connection in CloudThinker

Navigate to Connections → PagerDuty and enter:
  • User API Key: The token you just generated
Copy the API token immediately after creation. PagerDuty will not show it again, and you’ll need to create a new token if lost.
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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Connection Details

FieldDescriptionExample
PAGERDUTY_USER_API_KEYPagerDuty User API Tokenu+xxxxx...

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Required Permissions

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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
A user with Responder or Manager role provides:
  • All read permissions
  • Acknowledge and resolve incidents
  • Create incidents and status updates
  • Manage on-call overrides

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Agent Capabilities

Once connected, agents can:
CapabilityDescription
Incident TriageList triggered and acknowledged incidents, identify patterns
On-Call SchedulesView who is currently on-call and upcoming rotations
Service HealthMonitor service status and active incident counts
Escalation PoliciesView escalation chains and notification rules
Incident ActionsAcknowledge, resolve, and add notes to incidents
Schedule ManagementView schedules and identify coverage gaps

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Example Prompts

@alex list all triggered and acknowledged incidents and identify patterns
@alex who is currently on-call for the platform-engineering service?
@alex list all services with active incidents and their current status
@alex show next week's on-call schedule and identify any coverage gaps

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Troubleshooting

  • Verify the User API Token is correct
  • Check the token has not been revoked
  • Ensure you are using a User Token, not a REST API Key
  • Verify the user has sufficient role permissions
  • Check team-level access restrictions
  • For write operations: ensure the user has Responder or Manager role
  • Verify the user has access to the relevant teams
  • Check team membership includes the services you want to monitor
  • Ensure incidents are not filtered by team scope
  • Navigate to My Profile → User Settings in PagerDuty
  • Create a new API User Token
  • Update the token in CloudThinker connection settings

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Security Best Practices

  • User token - Use a User API Token scoped to a dedicated user
  • Minimal role - Assign Observer role for read-only use cases
  • Dedicated user - Create a dedicated PagerDuty user for CloudThinker
  • Token rotation - Rotate tokens every 90 days
  • Team scoping - Limit user team membership to only the teams CloudThinker needs access to

ServiceNow Connection

ITSM incident management

Datadog Connection

Observability and monitoring