Using Ticketing SLAs with PagerDuty

PagerDuty is a service designed to ensure prompt response to critical issues, even outside of regular business hours. It allows on-call team members to customize their notification preferences—for example, one person may opt to receive a text message followed by a phone call, while another may prefer an Android app notification and then an email.

PagerDuty integrates with TeamDynamix service level agreements (SLAs). When an SLA is triggered, TeamDynamix can automatically send an email to PagerDuty, initiating its alerting process.

Using service levels for alerting enables reporting on historical tickets associated with the SLA and allows you to add additional targets for communication or escalation. You can also attach this SLA to tickets by associating it with specific ticket types or by applying automation rules. See PagerDuty's Email Integration Guide for details.

Using TeamDynamix SLAs with PagerDuty

The SLA action can be configured to send an email to the PagerDuty notification address.

Setting the response time target to 1% will cause TeamDynamix to send an email to PagerDuty almost immediately. Bear in mind that SLA processing runs regularly but is not instantaneous. PagerDuty will then use the rules you defined to alert someone about the TeamDynamix ticket.

To set up an SLA that uses PagerDuty:

1. In PagerDuty, create an email integration. Make note of the email address you define for this integration.
2. In TeamDynamix, open the Service Level Agreements configuration page:
   • Ticketing Application Admins: In Work Management, open the Ticketing Application, click the gear icon in the top-right corner, select Admin from the menu, then Service Level Agreements in the left navigation
   • Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Service Level Agreements in the left navigation
3. On the Service Level Agreements page, click the +New button.
4. Enter a Name.
5. If you want 24x7 monitoring as part of this SLA, uncheck the Use operational hours when calculating deadlines option.
6. Set a Respond By deadline for the SLA. Enter the number of hours and minutes by which a ticket must be responded to.  A ticket is considered responded to when it reaches the status class of “In Process” or “Completed.”
7. Click Save to add actions.
8. By default, the Deadline Percentage is set to 100%, and there is no set action. Under the Respond By Escalation Steps, click the Edit link.
9. Change the Deadline Percentage to "1%."
10. In the Notify Other Email Addresses field, enter the PagerDuty email integration address.
11. Click the Save button.