The PagerDuty integration allows you to send authentication requests as incidents in PagerDuty, enabling on-call engineers to respond to authentication requests through their existing incident management workflow.

Prerequisites

• Active PagerDuty account
• PagerDuty service with Events API v2 integration
• Integration key from PagerDuty

Configuration

PagerDuty configuration is limited to users with the admin role.

Navigate to Settings → PagerDuty

Required Fields

Enable PagerDuty Integration

• Check this box to activate PagerDuty for your organization

Integration Key

• Your PagerDuty Events API v2 integration key
• Format: 32-character alphanumeric string
• Find in PagerDuty: Service → Integrations → Events API V2

Severity

• Incident severity level
• Options: critical, error, warning, info
• Default: critical

Setting Up PagerDuty Integration Key

Create a Service in PagerDuty

1. Log in to PagerDuty
2. Navigate to Services → Service Directory
3. Click New Service or select existing service
4. Add an integration:
   • Integration Type: Events API V2
   • Integration Name: SendAuth (or your preference)
5. Copy the Integration Key

Paste Integration Key in SendAuth

1. Navigate to Settings → PagerDuty in SendAuth
2. Paste the integration key
3. Select desired severity level
4. Enable the integration

How It Works

When a user with PagerDuty enabled in their messaging preferences receives an authentication request:

1. SendAuth creates a PagerDuty incident with the specified severity
2. Incident includes:
   • Who requested authentication
   • Context and custom message
   • Link to authenticate
3. PagerDuty notifies on-call responders per escalation policy
4. Responder clicks the link in the incident to authenticate
5. Transaction updates in real-time

Incident Details

Incident Title

Format: Authentication request from {{REQUESTOR}}

Incident Description

Includes:

• Requestor name
• Custom message
• Authentication link
• Context information

Custom Fields

• Requestor: Who initiated the request
• User: Who needs to authenticate
• Transaction ID: Unique identifier for tracking

User Setup

Users enable PagerDuty notifications in their profile:

1. Navigate to Profile → Messaging Preferences
2. Enable PagerDuty notifications
3. Save preferences

Incident Lifecycle

Created

• Incident created when authentication request is sent
• Status: Triggered

Acknowledged

• User views the incident in PagerDuty
• Status: Acknowledged
• Does not complete authentication

Resolved

• Authentication completed (verified or denied)
• SendAuth does not auto-resolve incidents
• Resolve manually after reviewing outcome

Escalation Policies

PagerDuty incidents follow your service’s escalation policy:

• Immediate notification to on-call responder
• Escalation if not acknowledged within policy timeout
• Multiple notification channels per responder preference

Configure escalation policies in PagerDuty for optimal response times.

Status Monitoring

The integration status indicator shows:

• Success - Last incident was created successfully
• Error - Recent incident creation failure with error details
• Not yet invoked - Integration configured but not yet used

Troubleshooting

Incidents not creating

• Verify integration key is correct
• Check PagerDuty service is active
• Ensure Events API V2 integration is enabled
• Review PagerDuty service settings

Wrong responders being notified

• Review PagerDuty escalation policy
• Check on-call schedule is configured correctly
• Verify service assignments
• Update escalation policy as needed

Invalid integration key error

• Regenerate integration key in PagerDuty
• Use Events API V2 (not V1 or other integration types)
• Copy key without extra spaces or characters
• Update key in SendAuth settings

Incidents resolved too quickly

• SendAuth does not auto-resolve incidents
• Check PagerDuty automation rules
• Review event orchestration settings
• Disable auto-resolution rules if needed

Severity Levels

Choose appropriate severity based on authentication criticality:

Critical

• Production access requests
• Emergency authentication needs
• High-priority operations
• Immediate response required

Error

• Important but not urgent authentication
• Standard production access
• Escalated after timeout

Warning

• Non-production authentication
• Routine access requests
• Lower priority

Info

• Testing or development access
• Informational authentication
• Lowest priority

Best Practices

Service Configuration

• Use dedicated PagerDuty service for SendAuth
• Configure appropriate escalation policies
• Set reasonable acknowledgment timeouts
• Test incident creation before production use

On-Call Schedules

• Ensure 24/7 coverage if required
• Configure backup on-call responders
• Test notification methods regularly
• Keep PagerDuty mobile app updated

Incident Management

• Review SendAuth incidents regularly
• Resolve incidents after authentication review
• Track response times and patterns
• Update escalation policies based on metrics

Pricing

• PagerDuty usage is billed directly by PagerDuty
• SendAuth does not charge additional fees for the integration
• Review PagerDuty pricing: https://www.pagerduty.com/pricing/

Disabling PagerDuty

To stop using PagerDuty for authentication notifications:

1. Navigate to Settings → PagerDuty
2. Uncheck Enable PagerDuty Integration
3. Click Save

Users with PagerDuty enabled in their preferences will receive notifications through other enabled channels (email, SMS, Slack).