Post PagerDuty incidents to a channel

Connecting PagerDuty takes about five minutes. You need a Freesbe admin and a PagerDuty Manager, Admin or Account Owner (or one person who’s both).

Before you start

• Make the channel first, such as #incidents, and add the people who should follow along. Make it private if incident titles shouldn’t be seen by everyone.
• Decide what’s worth a card. PagerDuty already pages whoever is on call; the channel is for everyone else. High and up (P1, P2, and high urgency without a priority) suits most teams.
• For the buttons, check that the people who’ll press them sign in to PagerDuty with the same email they use in Freesbe. PagerDuty records the action as them.

In Freesbe

1. Open Workspace settings → Integrations & apps → Integrations → Monitoring and click Connect under PagerDuty.
2. Name it (PagerDuty: storefront), pick the channel and Incidents to post.
3. Optional: fill in PagerDuty address (https://northwind.pagerduty.com) and API token for the Acknowledge and Resolve buttons. Make the key in PagerDuty under Integrations → API Access Keys, and leave Read-only API Key unticked.
4. Click Connect PagerDuty and copy the Freesbe URL. It’s shown once.

In PagerDuty

1. Open Integrations → Generic Webhooks (v3) and click New Webhook.
2. Paste the URL in Webhook URL, and scope it to the Service or Team whose incidents should post.
3. Keep the incident events ticked, including annotated (notes) and resolved. Click Add Webhook, then Send Test Event: the connection’s Last event in Freesbe changes to just now.

Split incidents across channels

Connect PagerDuty once per channel, and add a webhook for each in PagerDuty, scoped to its service or team: for example Checkout API to #incidents and Data pipeline to #data-team.

See PagerDuty for everything the cards show. If nothing arrives, check the webhook’s scope and that its incident events are ticked, then that the incidents’ priority is at or above Incidents to post.