PagerDuty Integration

The PagerDuty integration brings incident data, on-call schedules, and escalation policies into Koalr. This data feeds the On-Call dashboard and powers your DORA Mean Time to Restore (MTTR) calculations.

Connecting PagerDuty

Koalr connects to PagerDuty using a read-only API key. No OAuth flow is required.

Step 1: Create a read-only API key in PagerDuty

1. Log in to PagerDuty as an account admin.
2. Go to Integrations → API Access Keys.
3. Click Create New API Key.
4. Enter a description such as Koalr Integration and select Read-only.
5. Click Create Key and copy the generated key — it is only shown once.

Step 2: Enter the API key in Koalr

1. Go to Settings → Integrations in Koalr.
2. Click Connect PagerDuty.
3. Paste the read-only API key into the field.
4. Click Save. Koalr immediately validates the key by calling the PagerDuty API.

If the key is valid, PagerDuty appears as Connected in the integrations list and an initial sync begins.

What Koalr syncs from PagerDuty

Incidents

Koalr imports all incidents from your PagerDuty account, including:

• Incident title and description
• Severity / urgency level
• Service affected
• Created at, acknowledged at, and resolved at timestamps
• Assigned responders (mapped to Koalr users by email)

Incidents are displayed in the Incidents dashboard, where you can filter by service, severity, and date range.

Services

PagerDuty services are imported and can be linked to Koalr's Service Catalog entries. This allows you to see deployment risk, coverage, and incident history side by side for each service.

On-call schedules

Koalr reads all on-call schedules and their rotation layers. On-call data appears in the On-Call dashboard, showing:

• Who is currently on call for each schedule
• Upcoming rotation changes
• On-call hour distribution per engineer over a selected period

Escalation policies

Escalation policies are imported and linked to their associated services and schedules, giving you a complete picture of your incident response structure.

MTTR calculation from PagerDuty data

Mean Time to Restore is one of the four DORA metrics. Koalr calculates MTTR from PagerDuty incident timestamps:

MTTR = Average(resolved_at - created_at) for all incidents in the selected period

Koalr excludes incidents with a low urgency level from DORA MTTR by default, since these are typically non-service-impacting. You can change this filter in Settings → DORA Configuration.

MTTR is displayed in the DORA dashboard alongside deployment frequency, lead time, and change failure rate.

Real-time updates via webhook

After the initial sync, Koalr registers a PagerDuty webhook (v3) to receive real-time incident events. This ensures new incidents and status changes appear in Koalr within seconds.

The webhook is registered automatically when you connect PagerDuty. Event types handled:

• incident.triggered
• incident.acknowledged
• incident.resolved
• incident.reassigned

You can verify webhook status in Settings → Integrations → PagerDuty → View webhook.

Initial sync time

The initial PagerDuty sync imports 90 days of incident history. Most accounts complete the initial sync in under 5 minutes.

Required PagerDuty plan

PagerDuty's API access is available on all paid PagerDuty plans. Read-only API keys require the account owner or admin role to create.