PagerDuty Integration

PagerDuty Integration

Trigger workflows and route alerts to effectively respond to alerts with PagerDuty.

Simplify Incident Management

Ensuring the right people are notified of an incident can be challenging in today’s complex environment. Managing different contact preferences, escalation procedures, and alerts from different monitoring solutions can result in a critical alert being missed. Consolidating notifications, contact details, routing, and escalations can help organizations manage incidents more effectively. With the Alert Webhook, Catchpoint alerts can be sent directly to PagerDuty to consolidate notifications and help reduce mean time to resolve (MTTR).

Reduce Alert Fatigue

On-call schedules and escalations notify the right people at the right time and can help eliminate alert fatigue.

Automatically Resolve Notifications

Send resolution notifications to PagerDuty when the notification level changes or is improved to simplify incident management.

Reduce MTTR

Quickly route alerts to key stakeholders to resolve incidents faster.

PagerDuty Integration Guide

PagerDuty is an alarm aggregation and dispatching service for system administrators and support teams. It collects alerts from your monitoring tools, gives you an overall view of all of your monitoring alarms, and alerts an on duty engineer if there’s a problem.

PagerDuty features:
· Aggregate, classify, and correlate events and manage what matters
· Guaranteed alert delivery, to the right person with the right information, every time
· Configure painless custom on-call schedules, rotations and escalations
· Manage the incident workflow on the go with a brilliant user experience
· Built-in integrations with ChatOps tools and helpdesk services engage the right teams
· Analyze system efficiency and recognize employee productivity

Catchpoint Integration

Catchpoint’s Alert Webhook (https://support.catchpoint.com/hc/en-us/articles/209929283-Alert-Webhook-Guide) allows
Catchpoint to integrate with other tools by pushing data when a test triggers an alert. Any tool supporting Webhooks or providing a URL to POST data can be used. Alert Webhook templates can be customized to fit a tool’s format and content-type using macros. If a template needs modification, please contact Catchpoint Support. We are happy to assist you in creating a template meeting your requirements. Below, you will find integration guide on setting up and customizing templates. This guide is a standard workflow created by Catchpoint focused on creating and confirming a
Webhook template to be consumed by this tool. Catchpoint does its best to ensure the relevance of these guides and will be happy to assist in implementing a guide as described.

Integration Steps

There are two ways to feed Catchpoint alerts to PagerDuty: email and Webhook.

Email

In PagerDuty, create a service with the type set to email. Set the Integration Email in PagerDuty to the same address as the email address used in the Catchpoint alerts you wish to be delivered to PagerDuty.
If you are using email parsing in PagerDuty, you can leverage the Initial Trigger time in the bottom of the alert email to link Catchpoint reminder and improved alerts to the original alert.

Webhook

Create a template. Click on the API link in the Settings module.
Set status to Active and Endpoint URL to:
https://events.pagerduty.com/generic/2010-0415/create_event.json

In the Alerts Webhook section, select the radio button labeled Template.

Click Add New in the template selection drop-down menu. (Existing templates can be edited in the menu by hovering over the template name and selecting the Edit/View Properties icon.)

A lightbox will appear where you can create a name for the template and define the contents. The content should be valid JSON. PagerDuty expects valid JSON and has three required fields: service_key, event_type, and description.

Alert Macro Usage

The JSON or XML fields can be hardcoded as well as filled in dynamically with data provided from the system. This includes data like the test name, the alert severity, conditions that triggered the alert, location of the node for which a test run caused an alert to trigger, etc...An example use for the Alert WebhookTemplate to provide the timestamp and severity level for an alert in JSON where macros are used with the following syntax, ${macroName}. The AlertInitialTriggerDateLocal or AlertInitialTriggerDateUtc macro can be used to link reminder and improved alerts to the original trigger alert. This is used in the incident_key field
to link related alerts and prevent duplication for related alerts.

Example:

Alert Macro Index

A full list of Alert Webhook Macros can be found here: https://support.catchpoint.com/hc/en-us/articles/210003423

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