Using PagerDuty with TeamDynamix

This introduction article will help Enterprise and Technician users alike to manage PagerDuty for Service Level Agreement (SLA) in TDNext. The user must have the Administrator rights globally or application admin rights to configure.

Overview

PagerDuty is a service that helps to ensure that someone takes responsibility for serious issues, even if something occurs in the middle of the night. It lets on-call team members choose how they want to be notified: one person might want a text message and then a phone call for example; another person might want an Android app notification and then an email.

PagerDuty can be paired with TeamDynamix service level agreements, so when the SLA is triggered, it can send an email to PagerDuty and kickoff their alerting process.

By using service levels for this alerting, you can also report on historical tickets with this SLA, and you can add other targets for additional communications or escalation. If you like, you can also attach this SLA to tickets by associating the SLA with ticket types or setting a SLA to tickets by Automation Rules.

Where to Find This

This feature appears in the Ticketing Application in the TDAdmin interface.

Using TeamDynamix SLAs with PagerDuty

The SLA action can be configured to Notify other email addresses with the PagerDuty notification email.

A 1% of the response time target will make TeamDynamix send an email to PagerDuty almost immediately, just remember that SLA processing runs regularly but is not instantaneous. PagerDuty will then use whatever rules you have defined to alert someone to the TeamDynamix ticket.

To setup an SLA that uses PagerDuty:

1. Go into PagerDuty and create an email integration. Make note of the email address you define for this integration.
    
2. In TDAdmin, select Applications in the left navigation.
3. Select the desired Ticketing Application.
4. Click Service Level Agreements.
5. Click New.
6. Enter a Name.
7. If you want 24x7 monitoring as part of this SLA, uncheck the Use operational hours when calculating deadlines.
8. Click the Save button.
9. Set a Response Time for the SLA. Once you set a response time, you will be able to add actions.
10. Add a new action: At 1% of the response time, "notify other email addresses" and add the PagerDuty email integration address
11. Click the Save button.