Source: https://joinfinn.com/integrations/pagerduty

# PagerDuty

## PagerDuty + Finn.

PagerDuty integration with Finn. PagerDuty manages operational incidents, on-call responsibilities, and incident response.

Business function: IT and identity.

## What you can do with PagerDuty.

PagerDuty manages operational incidents, on-call responsibilities, and incident response.

### Resolve an incident with its response runbook

Finn investigates an incident, executes the response the service runbook authorizes, and records the recovery result.

**Typically handled by:** On-call operations engineer

**Starts when:** PagerDuty opens an incident for a known service failure.

#### What Finn handles

1. Read the incident, affected service, alerts, and runbook conditions.
2. Run the designated PagerDuty Automation Action or connected operations workflow, obtaining the incident decision for consequential changes.
3. Follow the action output and check the affected service through connected Datadog and the runbook's application test.
4. Resolve the incident when the recovery criteria pass and record any separate permanent repair work.

**The result:** The incident contains the completed response and service recovery evidence.

### Coordinate a major incident through recovery

Finn keeps responders, work, and communications aligned while the incident team restores the affected service.

**Typically handled by:** Major incident coordinator

**Starts when:** A service incident meets the organization's major-incident criteria.

#### What Finn handles

1. Start the incident's response workflow, bring in the designated responders, and create the linked Slack response channel.
2. Collect the confirmed impact, current hypotheses, and assigned response actions in the incident record.
3. Execute the routine diagnostic or repair actions assigned to Finn and keep their results visible to the incident owner.
4. Publish the accepted recovery communication after service verification and complete the response timeline and follow-up record.

**The result:** The incident has coordinated response records, completed Finn-owned actions, and a documented recovery outcome.

### Arrange accepted on-call cover

Finn finds the required coverage decision and completes the schedule override for an unavailable responder.

**Typically handled by:** On-call scheduling coordinator

**Starts when:** A responder requests cover for a specific upcoming shift.

#### What Finn handles

1. Read the affected schedule, service coverage, and exact start and end times.
2. Contact the designated replacement or schedule owner through the connected team channel and collect acceptance.
3. Create the PagerDuty override for the accepted responder and time window.
4. Check the resulting on-call schedule and send both responders the completed coverage confirmation.

**The result:** The shift has an accepted replacement and the published schedule reflects the coverage decision.

### Complete the alerting changes around maintenance

Finn creates the accepted maintenance window and follows the service back into normal incident handling afterward.

**Typically handled by:** Maintenance coordinator

**Starts when:** A service owner accepts a maintenance window affecting incident generation.

#### What Finn handles

1. Read the maintenance decision, selected services, time zone, and exact window.
2. Create the PagerDuty maintenance window and notify the named service and response owners.
3. Follow the connected change record and keep any existing incidents visible while the maintenance work proceeds.
4. Confirm the window ends and normal incident generation resumes, then record the maintenance and service-verification results.

**The result:** The maintenance record shows the accepted alerting window and the service's return to normal incident handling.

### Finish the permanent repair after an outage

Finn carries an accepted post-incident correction through engineering work and links its verified result to the original incident.

**Typically handled by:** Problem manager and reliability engineer

**Starts when:** An incident review accepts a specific permanent correction.

#### What Finn handles

1. Read the incident timeline, observed failure, and accepted corrective action.
2. Create the Jira work with its owner and completion criteria, then implement Finn's code or runbook task through connected GitHub.
3. Complete the required review and release approval and follow the correction into its target environment.
4. Verify the affected behavior through connected Datadog and attach the completed correction to the incident review.

**The result:** The outage has a traceable, completed corrective action with verification evidence.

### Automate a recurring response task

Finn implements an accepted response step in the incident workflow so the next matching event can complete that operational task.

**Typically handled by:** Incident automation engineer

**Starts when:** A service owner accepts a recurring diagnostic or repair step for automation.

#### What Finn handles

1. Read the current runbook and identify the exact action, input, and decision that belongs in the incident workflow.
2. Update the PagerDuty workflow and its designated Automation Action or connected execution job.
3. Test the accepted scenario in the team's test service and complete the response owner's review.
4. Publish the workflow and record its intended execution result with updated operating instructions.

**The result:** The incident process includes a tested automation step and a documented owner and result.

### Complete an active-incident shift handover

Finn transfers the current incident context and accepted responsibilities so the incoming responder can continue the work.

**Typically handled by:** On-call shift coordinator

**Starts when:** An unresolved incident spans a responder's shift change.

#### What Finn handles

1. Read the current incident state, confirmed impact, completed actions, and outstanding response work.
2. Confirm the incoming responder from the schedule and collect the handover acceptance through the incident channel.
3. Update the incident assignment and carry out Finn's remaining routine diagnostic or communication tasks.
4. Post the handover record with current evidence, named action owners, and the next agreed update time.

**The result:** The incoming responder receives an accepted handover and the incident retains clear ownership of unfinished work.

### Carry out an accepted security response

Finn coordinates the incident's security workflow and follows the authorized containment actions through their execution results.

**Typically handled by:** Security incident coordinator

**Starts when:** The security owner confirms an incident that requires a defined containment workflow.

#### What Finn handles

1. Read the confirmed incident scope and the security owner's selected containment actions.
2. Start the security response workflow and execute the accepted firewall change through PAN-OS or account action through the connected identity provider.
3. Collect the action results and the security team's assessment of the resulting evidence.
4. Update the incident, send the accepted stakeholder communication, and record the recovery and investigation owners.

**The result:** The security incident has completed containment records, current communication, and accountable next steps.

## Connection setup

Contact Finn to discuss the records your workflow needs and the actions you want it to perform.

Your team chooses what Finn can access, what agents can change, and when a person must approve the work. The connection needs the appropriate account access and permissions from PagerDuty.

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