When a PagerDuty incident is triggered, initiate the incident remediation policy
WORKFLOW
This workflow responds to a PagerDuty incident by creating a Jira ticket and Slack channel for the incident, and pinging the current on-call person with the details.
Integrations used
Source
View on GitHubCode
Relay uses YAML to define the steps in a workflow.
Graph
Each step in the workflow is visualized below.
This workflow codifies an incident response process for PagerDuty incidents. The process in this workflow is to create a jira ticket and assign to the current on-call person and set up an incident response slack room with the jira ticket as the room title, and invite the on-call person to the slack room to start documenting the remediation steps taken.
Prerequisites
Before you run this workflow, you will need the following connections configured in Relay:
- A PagerDuty account.
- A Jira account.
- A Slack workspace bot with the following permissions:
channels:manageto create the channel and set the topicusers:readto list usersusers:read.emailto read users' email addresseschat:writeto send messageschat:write.publicto send messages to channels without joiningchat:write.customizeto sennd messages as a customized username and avatar
Configure the workflow
You may need to update some of the default parameters or connection information in this workflow to run in your environment. The default configuration assumes:
- Your PagerDuty connection is called
my-pagerduty-account - Your Jira connection is called
my-jira-account - Your Slack connection is called
my-slack-account - Your Jira issue ticker is
RLY - Your incident slack room is called
#team-relay-production-incident-<incidentID>
Set up the trigger
When you create this workflow for the first time, we'll automatically provision a webhook for you. You need to provide this webhook to PagerDuty to complete the integration.
In the workflow overview page in Relay, find the webhook URL by navigating to the Setup sidebar. Copy the URL to your clipboard.
In PagerDuty, determine which services you want to run the workflow when an incident is triggered. For each of those services:
- Click on the Integrations tab.
- At the bottom of the page, click Add or manage extensions.
- Create a New Extension:
- Extension Type:
Generic V2 Webhook - Name:
Relay - URL: Paste the webhook URL from your clipboard.
- Extension Type:
- Click Save.
Whenever an incident is triggered for the first time, this workflow will run. You can reuse the same webhook URL for many services.
