Creating a PagerDuty Incident from a BoldDesk Ticket
To seamlessly create a PagerDuty incident within BoldDesk, follow these steps to establish a connection and create an incident directly from a support ticket:
- Navigate to the ticket where you want to create a PagerDuty incident.
- Click Apps in the right sidebar to open the PagerDuty app.
- Click Create Incident.
- Fill in the required details, including:
- Title
- Impacted Service
- Description
- Click Create to submit the incident.
- Once created, the linked PagerDuty Incident will appear within the ticket details page, as shown below:
FAQs
Q1: Can I edit the PagerDuty incident after creating it in BoldDesk?
Yes. You can update certain details (e.g., status, responders, notes) directly from BoldDesk.
Q2: Does creating an incident in BoldDesk sync immediately to PagerDuty?
Yes. The incident is created instantly through the PagerDuty API and becomes visible in both systems.
Q3: Can I create multiple PagerDuty incidents from one BoldDesk ticket?
No. Only one active incident can be linked. You must unlink before creating a new one.
Q4: Do I need special permissions to create PagerDuty incidents?
You need appropriate PagerDuty API access configured in BoldDesk by an admin.
