PagerDuty Integration

PagerDuty Integration

Overview

The PagerDuty integration connects your PagerDuty incident management system with Overwatch through Generic Webhook (V3) extensions. PagerDuty often acts as an intermediary between monitoring tools and incident response teams. Overwatch takes advantage of this by automatically detecting the original source platform (CloudWatch, Datadog, New Relic, or Prometheus) from the PagerDuty custom_details field and applying the appropriate parser for deep context extraction.

This means you get full infrastructure context even when alerts flow through PagerDuty from upstream monitoring tools.

Prerequisites

• A PagerDuty account with service extension configuration permissions
• An Overwatch organization with an active subscription
• The integration ID from your Overwatch Settings page
• (Optional) A webhook secret for X-PagerDuty-Signature validation

Setup Steps

1. In Overwatch, navigate to Settings > Integrations > New Integration and select PagerDuty.
2. Copy the generated Integration ID and the full webhook URL:

   https://your-overwatch-instance/api/v1/webhooks/pagerduty/{integration_id}

3. In PagerDuty, navigate to Services and select the service you want to connect.
4. Go to the Integrations tab, then click Add Extension.
5. Configure the extension:
   • Extension Type: Generic V3 Webhook
   • Name: Overwatch
   • URL: Paste the webhook URL from step 2
6. Save the extension.
7. Repeat for each PagerDuty service you want to connect to Overwatch.
8. In Overwatch, click Test Connection to verify.

Note: PagerDuty V3 webhooks send a messages array with event data. Overwatch processes all messages in each webhook delivery.

Alert Format

Overwatch extracts the following fields from PagerDuty incident payloads:

Field	Source	Description
incident_id	incident.id	PagerDuty incident identifier
incident_title	incident.title or incident.summary	Incident title
urgency	incident.urgency	PagerDuty urgency level
priority	incident.priority.name	PagerDuty priority name
service_name	service.name or service.summary	PagerDuty service name
incident_url	incident.html_url	Link to PagerDuty incident

Source Platform Detection

When PagerDuty forwards alerts from upstream monitoring tools, Overwatch auto-detects the source platform from custom_details and applies specialized parsing:

Source Platform	Detection Signals	Additional Context
CloudWatch	AlarmName, Namespace fields	AWS dimensions, ARN parsing, metric names
Datadog	monitor_id, aggregation_key fields	Datadog tags, monitor query, host info
New Relic	issue_id, entity_guid fields	Entity data, conditions, policies
Prometheus	alertname, labels fields	Prometheus labels, annotations, job/instance

When the source platform cannot be identified, Overwatch falls back to generic field extraction using common field names (cluster, service, namespace, host, environment).

Chrome Extension Detection

The Overwatch Chrome extension activates on:

• app.pagerduty.com

When viewing a PagerDuty incident that has been processed by Overwatch, the extension panel shows AI-generated resolution steps, the detected source platform context, and related incidents across your environment.

Troubleshooting

Webhook not receiving incidents

• Verify the extension is configured as Generic V3 Webhook (not V1 or V2).
• Confirm the webhook URL matches the format exactly, including the integration ID.
• Check PagerDuty’s Extensions log for delivery status on the service page.

Source platform not detected

• Overwatch detects the source platform from the custom_details field in the PagerDuty incident. If your monitoring tool does not populate custom_details, the detection falls back to generic extraction.
• Ensure your upstream monitoring integration in PagerDuty is configured to pass through alert metadata.

Missing priority or urgency

• PagerDuty priority is an optional field that requires priority schemes to be configured on the PagerDuty service. If not configured, Overwatch uses the urgency field instead.

Signature validation failures

• Ensure the webhook secret matches between Overwatch and PagerDuty.
• Overwatch validates the signature against the raw request body. If a proxy modifies the body before it reaches Overwatch, signature validation will fail.