PagerDuty Integration

Connect Middleware alerts to your PagerDuty services so incidents route to the right on-call teams with your existing escalation policies.

What you get

  • Send alert notifications from Middleware to PagerDuty Services
  • Respect your escalation policies & on-call schedules configured in PagerDuty
  • Choose PagerDuty as a notification medium per alert rule

Prerequisites

  • A Middleware workspace with permission to install integrations and create alerts
  • A PagerDuty account with permission to create API User Tokens (e.g., Account Owner or a role that allows API access)
  • At least one PagerDuty Service (new accounts typically have a Default Service)

Step-by-step Setup

1 Create an API User Token in PagerDuty

  • In PagerDuty, open User Settings → API Access and click Create API User Token.
    Pagerduty Overview
  • Give the token a descriptive name (e.g., “Middleware”), then create.

    Note: Currently, we do not support PagerDuty account-level access tokens. Please use a user-level API token instead — incidents will be created under the associated user's email. You can generate a user token by going to your PagerDuty profile → User Settings → Create API Token.

  • Copy the token (it’s shown only once). Store it securely.
    Pagerduty Copy Token

If you lose this token later, revoke it and create a new one; you can then update the token in Middleware by reinstalling the integration.

2 Install PagerDuty in Middleware

  • In Middleware, go to Integrations, search “PagerDuty”, and open it.
    Pagerduty Install
  • Paste the API User Token into the Access Token field and click 'Install PagerDuty'.
    Pagerduty Paste Token

A successful install shows the integration as Active and lists your available services.

Pagerduty Integration

3 Use PagerDuty when Creating an Alert

  • Create (or edit) an alert in Alerts → Create Alert.
  • In Configure Notifications, select PagerDuty as a medium.
  • Pick the Service you want to page (e.g., Default Service).
  • Save the alert.
Pagerduty Alerts

Tip: You can enable “notify on resolve” if you also want a resolution update sent to PagerDuty.

Verify the Integration

  • Trigger a test alert condition that targets a rule where PagerDuty is selected.
  • In PagerDuty, check Incidents under the chosen Service and confirm the incident appears with your alert’s title/summary.

Troubleshooting

  • Invalid token on install: Ensure it’s a User API Token from User Settings, not a Service integration key; repaste without extra spaces.
  • No services listed: The token’s user must have access to Services; create at least one Service in PagerDuty if none exist.
  • Alert didn’t page: Edit the alert and confirm PagerDuty is selected as a medium and the correct Service is chosen.
  • Was working, now failing: Token might be rotated/revoked in PagerDuty; reinstall with a fresh token.

Need assistance or want to learn more about Middleware? Contact our support team at [email protected] or join our Slack channel.