PagerDuty

This guide walks through adding PagerDuty as an Incident Management provider in DuploCloud, configuring credentials, creating a scope, and querying PagerDuty incidents through the AI agent.

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Step 1 — Navigate to the Incident Management Providers

Go to AI Admin → Providers → IT, then click the Incident Management tab. This lists all incident management providers connected to your account.

Incident Management providers list

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Step 2 — Add a New Provider

Click + Add. Fill in the provider details:

• Name — a name to identify this provider

• Type — select PagerDuty

• Account ID — a label to identify this account within DuploCloud

Add Provider form

Click Create Provider.

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Step 3 — Add Credentials

The new provider opens on the Credentials tab. Click + Add to add a credential. Fill in the credential fields:

• API_KEY — your PagerDuty API key (required for reading incidents and services)

• service_key — your PagerDuty service integration key (required for agents to create or trigger incidents on a service)

• user_email — the email address of the PagerDuty user the agent will act as when acknowledging or resolving incidents

Where to find these values: Your API key can be created in PagerDuty under Integrations → API Access Keys. The service integration key is found on the Integrations tab of a specific PagerDuty service. The user email should match a valid PagerDuty user in your account.

Why service_key and user_email matter: When an agent resolves, acknowledges, or creates incidents — not just reads them — PagerDuty requires both a service key to target the correct service and a user email to attribute the action. Adding these credentials allows agents to take automated remediation actions, not just report incident status.

Add Credential form with API_KEY

Toggle Sensitive on for the API key and service key to ensure they are stored securely. Click Create to save the credential.

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Step 4 — Add a Scope

Switch to the Scope tab and click + Add. Fill in:

• Name — a label for this scope

• Credential — select the credential you just created

• Description — optional context for the agent

Add Scope form

Click Create. The scope appears in the list.

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Step 5 — Use PagerDuty in a Ticket

Go to AI DevOps → HelpDesk → Add Ticket. Select generic-agent as the agent and choose your PagerDuty scope from the scope dropdown.

Scope dropdown with PagerDuty1 selected

Enter your request — for example, asking the agent to list all active incidents. Click Create Ticket.

Ticket ready to submit

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Step 6 — Agent Queries PagerDuty

The agent connects to PagerDuty using the scope credentials and retrieves the current incidents.

Agent processing the PagerDuty request

The response includes a structured summary of all incidents — ID, title, status, urgency, service, assignee, timestamps, and a direct link to each incident. The agent also offers to take action: acknowledge, resolve, or add notes.

PagerDuty incident results

Incident details and agent follow-up offer