Using Zoom’s PagerDuty Chat app

Zoom’s PagerDuty chat app allows users to trigger, view, acknowledge, and resolve incidents in Zoom Team Chat.

This article covers:

Prerequisites for Zoom’s PagerDuty Chat

How to connect Zoom Team Chat and the PagerDuty app

  1. Sign in to the Zoom App Marketplace with your Zoom account.
  2. In the top-right corner of your screen, search for PagerDuty.
  3. In the results, click the PagerDuty app to open the app’s page.
    Note: If the app is not pre-approved, please contact your Zoom admin to approve the app for your account.
  4. Click the Add button to integrate.
  5. Confirm the permissions the app requires, then click Allow.

How to authenticate your PagerDuty user account in Team Chat

Once the PagerDuty chat app is installed, you will be redirected to PagerDuty to authenticate your PagerDuty account and authorize Zoom to connect. Once the authorization is completed, the PagerDuty chat app will be added to your Zoom client.

How to trigger incidents using slash command

  1. In a Team Chat compose box, enter the command /pduty trigger.
    You will be directed to the Trigger Incident page.
  2. Select the impacted service and specify a title for the incident.
    Only services you are a member of will appear on the list.
  3. (Optional) Assign the task to a member, specify the urgency, and add a description to the incident.
  4. Click Trigger.
    The PagerDuty Chat app will respond with a message only visible to you to confirm the task was created in PagerDuty. The app card will include information about the task and allow you to Acknowledge, Add Note, and Resolve an incident.

How to trigger incidents from compose box shortcut

  1. From your Team Chat compose box, click the PagerDuty icon.
  2. Click Trigger Incident.
  3. Select the impacted service and specify a title for the incident.
    Only services you are a member of will appear on the list.
  4. (Optional) Assign the task to a member, specify the urgency, and add a description to the incident.
  5. Click Trigger.
    The PagerDuty Chat app will respond with a message only visible to you to confirm the task was created in PagerDuty. The app card will include information about the task and allow you to Acknowledge, Add Note, and Resolve an incident.

How to trigger incidents from chat messages

  1. Hover your cursor next to a message.
    Additional options will appear to the right of the message.
  2. Click the more icon more-button__1_.png.
  3. Select Trigger Incident.
  4. Select the impacted service and specify a title for the incident.
    The message content will pre-populate in the description field.
  5. (Optional) Assign the task to a member, specify the urgency, and add a description to the incident.
  6. Click Trigger.
    The PagerDuty Chat app will respond with a message only visible to you to confirm the incident was triggered in PagerDuty. The app card will include information about the incident and allow you to Acknowledge, Add Note, and Resolve an incident.

How to add a message as a note from a chat message

  1. Hover your cursor next to a message.
    Additional options will appear to the right of the message.
  2. Click the more icon more-button__1_.png.
  3. Select Share Message to Incident.
  4. Search by incident title.
  5. Select an incident.

    The message content will pre-populate in the message field.

  6. Press the Add Note button.
    The PagerDuty Chat app will respond with a message only visible to you to confirm the message has been added to the incident in PagerDuty. The app card will also include a Post to Chat button to allow you to share the update with the channel.

How to acknowledge an incident

  1. In a PagerDuty app card, click the Acknowledge button.
    The PagerDuty Chat app will respond with a message only visible to you to confirm the incident was acknowledged. The app card will also include a Post to Chat button to allow you to share the update with the channel.

How to resolve an incident

  1. In a PagerDuty app card, click the Resolve button.
    The PagerDuty Chat app will respond with a message only visible to you to confirm the incident was marked as resolved. The app card will also include a Post to Chat button to allow you to share the update with the channel.

How to configure PagerDuty notifications

Complete the following steps for each channel that you would like to receive PagerDuty notifications.

  1. In a compose box, enter command /pduty configure.
    You will be directed to the Configure PagerDuty Notification page.
  2. In the Service or Incidents tab, click the Add a Rule button.
  3. Choose the services you want to receive notifications for.
  4. Click Save.
    You will receive notifications in that Zoom Team Chat channel, based on your configurations. You can create up to 10 notification rules for PagerDuty.

How to configure the On-Call List

  1. In a compose box, enter command /pduty oncall.
    You will be directed to the Configure PagerDuty Notification page.
  2. In the Oncall tab, click the Add a Rule button.
  3. Specify the Rule Name (the way to retrieve the on-call schedule [by Schedule Name or Schedule ID]), then enter the schedule identifier.
  4. Choose a time you would like to receive the On-Call List.
  5. Click Save.
    You will receive a confirmation in that Zoom Team Chat channel based on your configurations.

How to search incidents using slash command

  1. In a compose box, enter command /pduty search.
    You will be directed to the Share Incident page.
  2. Search by incident title.
  3. Select an incident.

    A preview card with the incident’s information will pre-populate in the compose box.

  4. Press the Send button.
    An app card with information about the incident is posted to the channel. The app card includes buttons for channel members to Acknowledge, Add Note, and Resolve the incident.

How to connect/disconnect your PagerDuty user account or change workspace in Team Chat

  1. Disconnect your PagerDuty account by typing the command /pduty to signout in a compose box.
    An app card with the button to sign in to PagerDuty will appear.

How to remove the PagerDuty Chat app from your Zoom account

  1. Sign in to the Zoom App Marketplace with your Zoom account.
  2. In the top-right corner of the page, click Manage.
  3. In the navigation menu, click Added Apps.
  4. Next to the PagerDuty Chat app, click Remove.
  5. Confirm the dialogue and click Remove.

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