Installing And Configuring the PagerDuty App in BoldDesk

The PagerDuty integration in BoldDesk enables support and engineering teams to respond to incidents more efficiently by syncing alerts and on-call schedules with your ticketing system.

Key Features

• Incident Linking: Associate support tickets with PagerDuty incidents for streamlined tracking.
• Real-Time Sync: Automatically sync incident updates—such as status and priority with support tickets.
• Incident Details: Access PagerDuty incident information, including title, description, impacted services, and assigned responders.

Install and Configure PagerDuty App in BoldDesk

To install and configure the PagerDuty app, follow these steps:

1. Go to Admin → Marketplace.

2. Search for and select the PagerDuty app.

3. Click Install.
   

   

4. Enter your PagerDuty Username and API Key in the appropriate fields, then click Verify & Continue.
   

   

5. App permissions allow you to manage access to integrated applications within your organization. You can control who can read, modify, and use applications based on roles.

   For detailed configuration steps, refer to the App Permissions & Visibility Guide.
   

   

6. Click Save to complete the setup.

Setting Up PagerDuty Notifications

To receive incident alerts directly on your email, phone call, or SMS, follow these steps:

1. Log in to your PagerDuty account.

2. Click on your profile icon and go to My Profile.

3. Under the Email Section, click + Add Email Address.

4. Select the Contact Information tab.

5. Scroll to the Phone section and click + Add Phone Number.

6. Enter your phone number and follow the verification steps.

7. To receive SMS alerts, click + Add SMS Number under the SMS section and complete the setup.

8. Once the setup is complete and verified, PagerDuty will send notifications to your phone based on your configured notification rules.

   

Configuring Notification Rules

To define how and when you receive alerts:

1. Go to your My Profile page in PagerDuty.

2. Click on the Notification Rules tab.

3. Under High-Urgency / Low-Urgency Incident Rules, click + Add Notification Rule.

4. Define how and when you want to be notified:

   • Email: Receive alerts immediately at work or personal email.
   • Phone Call: Get a call instantly on your registered number.
   • SMS: Receive text messages when incidents are assigned.
     
     

5. An email notification will be received as shown in the image below.
   

   

6. A phone notification will be received as shown in the image below.