Using PagerDuty to Send an Off-Hours Notification

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Introduction: Using PagerDuty to Send an Off-Hours Notification

The Desk.com PagerDuty App allows you to trigger an off-hours notification to your Operations Team when a customer identifies a specific problem after business hours when your regular team isn't working the queue. You can also use the Pager Duty to send an escalation notification to any PagerDuty room when an escalation is required during regular business hours, or when an event happens in your system that triggers another workflow.
 

Setup

Getting started with your Desk.com App to trigger a PagerDuty message requires a PagerDuty account. To start Go to yourdesksite.desk.com/admin/apps, click the PagerDuty button (you'll see an image like the one below) and agree to the Terms of Service.
 

 
If you don't already have a PagerDuty account you can set one up at PagerDuty.com.
 

Accounts

A Desk.com App Account is the name you'll use to refer to this Custom Account when you use it in Actions and Rules.
 
You'll need to set a name for this account and add an API key from your existing PagerDuty Account.


 
Now, we'll configure Desk.com to send out messages using your PagerDuty account. Note: You'll need to tell PagerDuty who to contact and how to escalate the message - you make this configuration in PagerDuty itself.)
 

Actions

An Action is the actual message you'll be configuring to send through Desk.com to your PagerDuty Account when a Rule fires that matches the conditions you set.
 
An example of an action is the following - you can add Liquid variables (like {{case.id}}) to provide dynamic information about the current case:
 
 
When fired, this Action will use the PagerDuty App to send a Message to the PagerDuty and send the message that a particular Desk.com case is updated. To trigger this action, we'll need to attach it to a rule in Desk.com.
 

Rules

Business rules in Desk.com allow you to act without Agent intervention when certain conditions occur at Events specified for a case.
 
Here's an example rule, run on a "Case Updated" event:
 
 
A Business Rule fires when a Certain Event occurs (e.g. a Case is Updated) and the conditions specified for that case evaluate to be true. In our example, we'll fire the rule to post the Case Updated message on an Updated Case Interaction with an All Condition requiring the label "Send to PagerDuty", and then remove that label at the conclusion of that rule so that the PagerDuty Message will not be sent until that label is added again.
 
In addition, this rule will anytime (not just during Business Hours). (You can use the Advanced Edit to make sure your rule is enabled, and you can also view this rule in the Admin > Case Management > Rules section of Desk.com's Admin.)
 

What happens when everything works?

When you update a case in Desk.com by adding the label "Send to PagerDuty", the Rule will evaluate to be true, and the Action will fire to send a PagerDuty Message using your PagerDuty account. PagerDuty will then take over and notify the contacts you'd like to notify in the escalation path you specify in PagerDuty.