Connecting PagerDuty

Background

This article helps you connect the PagerDuty integration to Lumos and resolve common issues that arise when connecting the integration.

PagerDuty has 2 versions, one is the Incident Management and one is for Provisioning. Both require the same setup.

Required plans & roles

No minimum PagerDuty plan is required to set up this integration.

Your PagerDuty user should be a Global Admin or Owner to connect the integration.

Scopes

The PagerDuty integration is authenticated through an OAuth flow, which gives Lumos access to all objects the user has access to (this is why we require a Global Admin or Owner role).

We use the scopes in the table below.

Instructions

1. Find the PagerDuty card in your Lumos integrations (Reconnect or add new)

2. Click "Connect PagerDuty".  

3. Click the "Allow Access" button in PagerDuty to connect the integration. 

Provisioning Capabilities

Note, unassignment of entitlements is not supported.

API Endpoints Used

Base URL: https://api.pagerduty.com

Activity Tracking

Status: Supported (Last Login)

The PagerDuty connector supports activity tracking by retrieving the last login/session timestamp for each user.

Troubleshooting

Users Not Syncing

Problem: PagerDuty users are not appearing in Lumos.

Solutions:
- Verify that your API token is valid and hasn't been revoked
- Check that the token has read permissions for users
- Ensure users are active in PagerDuty (deleted users won't sync)
- Confirm users have email addresses in their PagerDuty profiles
- Review Lumos's integration logs for specific error messages

OAuth Authentication Failures

Problem: "Authentication failed" or authorization errors.

Solutions:
- Re-authorize the connection from Lumos by disconnecting and reconnecting
- Ensure the authorizing user's account is still active in PagerDuty
- Confirm the authorizing user has Administrator or Owner role
- Check that the OAuth application hasn't been revoked in PagerDuty's authorized applications
- Verify your PagerDuty account is active and not suspended

Teams Not Appearing

Problem: PagerDuty teams are missing in Lumos.

Solutions:
- Verify the API token has permission to read team data
- Check that teams exist in your PagerDuty account
- Ensure teams have at least one member
- Confirm the API token's user has access to view teams
- Review PagerDuty's team configuration
- Check Lumos's integration logs for team sync errors

Rate Limiting Issues

Problem: Sync fails with "Rate limit exceeded" or "Too many requests" errors.

Solutions:
- PagerDuty has API rate limits (typically 960 requests per minute)
- Wait for the rate limit window to reset (usually 1 minute)
- Check if you have multiple integrations using the same API token
- Review PagerDuty's API usage in your account analytics
- Contact PagerDuty support if consistently hitting rate limits
- Consider upgrading your PagerDuty plan for higher limits

Subdomain or Account Issues

Problem: Cannot access PagerDuty or API endpoint errors.

Solutions:
- Verify you're logging into the correct PagerDuty subdomain
- Check that your PagerDuty account is active
- Ensure your account hasn't been suspended or locked
- Confirm network connectivity to api.pagerduty.com
- Review firewall rules if accessing from restricted networks
- Contact PagerDuty support for account-specific issues

References

• PagerDuty API Documentation

• PagerDuty API Authentication

• PagerDuty User Management

• PagerDuty Teams

• PagerDuty Support

• Lumos Integrations Overview

FAQ

Why can't I deactivate someone's PagerDuty account?

Assuming that your PagerDuty integration is healthy, this usually happens when the person you're trying to deactivate has existing incidents tied to them.

You can transfer those incidents as part of your workflow in Lumos (via the "Transfer Data" step), and this should resolve the issue!