PagerDuty Bi-directional keeps a Coralogix Case and its linked PagerDuty incident in sync in both directions. Acknowledge, resolve, comment on, or add a resolution note to an incident in PagerDuty and the linked Case updates automatically, and the same actions on the Case flow back to the incident. It builds on the existing PagerDuty connector and is opt-in: you turn it on with the Enable bi-directional sync setting on the integration, and the existing one-way service-key connector keeps working unchanged. The integration syncs Cases only and does not change how Coralogix routes alerts to PagerDuty.
How it compares to the service-key connector
Coralogix offers two ways to connect to PagerDuty. Pick the one that matches how your team works.
The service-key connector does not change. Adopting bi-directional sync is a deliberate choice you make when you create a new connector, and existing connectors keep delivering exactly as before.
What you need
- A PagerDuty REST API key with full access, and the email of a PagerDuty user on the account. See Get your PagerDuty API key. A service integration key is not sufficient for two-way sync.
- Permission to manage integrations in Coralogix. See Permissions.
Set up the integration
Setup has three parts: get a PagerDuty API key, create the account-level integration, then create a connector that uses it.
Bi-directional sync needs a PagerDuty REST API key with full (read and write) access, because Coralogix both reads incident updates and writes acknowledgements, resolutions, and notes back to PagerDuty.
- Sign in to PagerDuty as an account administrator.
- Go to Integrations, then API Access Keys.
- Select Create New API Key.
- Enter a description (for example,
Coralogix Cases) and leave read-only access cleared so the key has full access.
- Select Create Key, then copy the key. PagerDuty shows the full key only once.
You also need the email of a PagerDuty user on the account. Coralogix sends it as the actor for the actions it performs in PagerDuty (acknowledge, resolve, add note).
For details, see PagerDuty's API access keys documentation.
- From the Coralogix toolbar, go to Data Flow, then Integrations.
- Select PagerDuty, then select Add New.
- In Integration name, enter a name for the integration.
- In PagerDuty API key, paste the key you created.
- In Email, enter the email of a PagerDuty user on the account. We recommend a dedicated integration account rather than one tied to an individual, so sync keeps working if that person leaves.
- Select Enable bi-directional sync to sync PagerDuty incident updates with Coralogix Cases. Leave it cleared to use the integration for one-way delivery only.
- Accept Data Processing Consent.
- Select Connect.
An account uses a single account-level PagerDuty integration, which the bi-directional connector reads.
Create a bi-directional connector
- In Coralogix, go to Integrations, then Notification Center.
- On the Connectors tab, under Add new connector, select PagerDuty.
- Enter a connector Name.
- Under Configuration, select Bi-directional.
- Select the account-level PagerDuty integration. If none exists yet, use the link to set one up first.
- In Service name, select the PagerDuty service this connector targets.
- Select Create connector.
For incident updates to reach Cases, Enable bi-directional sync must be on for the integration. The connector then appears in the connectors list with a Bi-directional badge, alongside any Service key connectors you already have. The connector path stays fixed after you create it. In the presets and connector type picker, the bi-directional connector type appears as PagerDuty Incidents.
Route Cases to the connector
To deliver Cases through the connector, add it as a destination in a Notification Center routing rule and select a preset. A default Cases - Basic PagerDuty Account Incidents Preset is available, or create a custom preset, as you do for other connectors.
What syncs
After a Case opens a PagerDuty incident through a bi-directional connector, Coralogix keeps the two records aligned. Sync covers status, priority, comments, and resolution notes, and it flows in both directions.
- Assignee: the incident assignee propagates to the Case assignee when the email addresses match.
- Acknowledge: acknowledging the incident moves the linked Case to acknowledged, and the Case timeline shows that the acknowledgement came from PagerDuty.
- Resolve: resolving the incident resolves the linked Case. Reopening the incident will not move the Case back to the Active state, because a Case cannot be reopened once resolved.
- Priority: changing the incident priority updates the Case priority.
- Comments: a note you add in PagerDuty appears as a comment on the Case, from the PagerDuty user.
- Resolution notes: a resolution note on the incident populates the Case resolution notes field.
After a Case closes, inbound PagerDuty events no longer change its state. Coralogix appends them to the timeline as comments only.
- Assignee: the Case assignee propagates to the incident assignee when the email addresses match.
- Active: activating a Case triggers the incident.
- Acknowledge: acknowledging the Case acknowledges the incident. Moving an acknowledged Case back to the Active state does not take effect, because PagerDuty does not support returning an incident to the Triggered state.
- Resolve: resolving the Case resolves the incident, and Coralogix sends any Case resolution note as the incident resolution note.
- Close: closing the Case resolves the incident.
- Priority: changing the Case priority updates the incident priority.
- Comments: a comment on the Case appears as a note on the incident.
- Resolution notes: a resolution note on the Case propagates to the incident.
Status mapping
PagerDuty and Cases map as follows.
PagerDuty has no closed state, so closing a Case maps the incident to Resolved.
Open the linked record
Each synced Case and incident cross-reference each other. From the Case, select View in PagerDuty to open the incident, and the PagerDuty incident links back to the Case in its details.
Scope of bi-directional sync
Bi-directional sync applies only to Cases that opened a PagerDuty incident through the connector. Each Case links to exactly one incident, and each incident links to exactly one Case. Coralogix ignores updates to PagerDuty incidents that have no linked Case and does not act on incidents created directly in PagerDuty.
Reliability and security
- Coralogix validates the signature on every inbound webhook from PagerDuty and rejects any request that fails verification.
- Coralogix retries transient failures with exponential backoff and honors PagerDuty rate limits.
- If someone revokes the REST API key or deactivates its owner, Coralogix marks the integration disconnected and shows a banner on the connector. Reconnect the integration with a valid key to resume sync.
- Coralogix logs every inbound and outbound sync attempt to the
notification_deliveries dataset, which you can query in DataPrime to audit delivery and troubleshoot failures.
Troubleshooting
Permissions
To create and manage the PagerDuty integration, you need the following.