Troubleshooting PagerDuty Integration Errors in BoldDesk

The PagerDuty integration enables agents to create, link, update, and unlink PagerDuty incidents from BoldDesk tickets. Errors can occur when the PagerDuty account is unavailable, required incident information is missing, or a ticket is not eligible for incident linking.

This article explains common PagerDuty integration errors and the actions required to resolve them.

For configuration and usage instructions, refer to:

Installing and Configuring the PagerDuty App in BoldDesk
Creating a PagerDuty Incident from a BoldDesk Ticket
Link, Update, and Unlink PagerDuty Incidents in BoldDesk Ticket

Resolve PagerDuty Account Errors

Error message	Possible cause	Resolution
PagerDuty account required.	No PagerDuty account was provided or selected for the operation.	Select a configured PagerDuty account and retry the operation.
Invalid PagerDuty account.	The selected account is inactive, incorrectly configured, or cannot be authenticated.	Verify the PagerDuty account and API credentials. Reconfigure the account if necessary.
PagerDuty account not found.	The configured PagerDuty account was removed or cannot be retrieved.	Confirm that the account still exists in BoldDesk. If it was removed, configure another valid account.

Resolve Incident Identification Errors

Error message	Possible cause	Resolution
Incident ID required.	The request does not contain a PagerDuty incident ID.	Provide a valid incident ID and retry the operation.
Incident key required.	The request does not contain the required incident key.	Provide a valid incident key and retry the operation.
PagerDuty ID not found.	The supplied PagerDuty resource ID does not exist or is inaccessible.	Confirm the ID in PagerDuty and verify that the connected account has access to the resource.
Linked incident not found.	The incident previously linked to the ticket was deleted or is no longer accessible.	Verify the incident in PagerDuty. If it no longer exists, remove the unavailable link and link an active incident.

Resolve Incident-Linking Errors

The Incident Is Already Linked

The following message appears when an agent attempts to link a PagerDuty incident that is already associated with the BoldDesk ticket:

The incident you are trying to link is already linked to this ticket.

Open the existing linked incident instead of creating another link.

A BoldDesk ticket can be linked to only one active PagerDuty incident at a time. To link a different incident, unlink the current incident first.

The Ticket Is Deleted

A PagerDuty incident cannot be linked to a deleted BoldDesk ticket.

Restore the ticket if recovery is available or create another active ticket before linking the PagerDuty incident.

The Ticket Is Marked as Spam

A PagerDuty incident cannot be linked to a ticket while the ticket is in spam.

Restore the ticket from spam, verify that it is safe, and then retry the linking operation.

Resolve Incident-Creation Errors

Error message	Resolution
Title cannot be empty.	Enter an incident title.
Service ID cannot be empty.	Select a valid PagerDuty service.
Service type cannot be empty.	Select the applicable service type.
Urgency must be high or low.	Set the urgency to `high` or `low`.
The length of assignments must be greater than 0.	Add at least one valid user or escalation policy to the assignments.
Assignee ID cannot be empty.	Select a valid assignee.
Assignee type cannot be empty.	Select a supported assignee type.

Resolve Note Errors

Add Note Content Required

Enter the note content before selecting Add Note.

PagerDuty Add Note Required

Provide the complete add-note information required by the operation before submitting the request.

Invalid Add Note Content

Remove malformed or unsupported content from the note and retry.

If the error continues, enter the note again as plain text without unsupported formatting.

Resolve PagerDuty Processing Errors

If BoldDesk displays An error occurred when processing PagerDuty integration, the integration could not complete the requested operation.

To investigate the failure:

Go to Admin -> Audit Logs -> Integration Failure Logs.
Locate the PagerDuty failure.
Review the account, incident, ticket, and processing details.
Verify that the PagerDuty credentials are valid.
Confirm that the connected account has the required permissions.
Correct the reported issue and retry the operation.

If the failure continues without an actionable error, contact BoldDesk Support and provide:

BoldDesk account URL
Ticket ID
PagerDuty incident ID, if available
Operation being performed
Complete error message
Date and time of the failure, including the time zone

Frequently Asked Questions

Can I link multiple PagerDuty incidents to one BoldDesk ticket?
No. A BoldDesk ticket can be linked to only one active PagerDuty incident at a time. Unlink the current incident before linking another one.
Why can I not link a PagerDuty incident to a spam ticket?
PagerDuty incidents can be linked only to active, valid tickets. Restore the ticket from spam before linking the incident.
Does unlinking an incident delete it from PagerDuty?
No. Unlinking removes the association between the BoldDesk ticket and the PagerDuty incident. It does not delete the incident from PagerDuty.
Why does BoldDesk indicate that the linked incident was not found?
The incident may have been deleted, become inaccessible, or moved outside the connected account’s access. Verify the incident directly in PagerDuty.
Where can I review PagerDuty processing failures?
Go to Admin -> Audit Logs -> Integration Failure Logs and locate the PagerDuty failure.

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