I’m working on an internal tool to let customer-facing folks trigger incidents for our engineering team from within our chat system, and I’m running into a problem.
The recommended path for human-triggered incidents is to use the REST API, based on the Incident Creation API docs. However, the primary pain point our resolvers have when working on an issue in PagerDuty is that there’s no direct link back to the point in conversation where the incident was triggered, which means there’s missing context.
By triggering an alert event I can provide that context link, but I lose the synchronous workflow; the incident I create is more usable by our resolvers, but I don’t have a handle to it that I can give to the triggering user to let them follow the workflow into PagerDuty.
In an ideal world, I’d like to be able to trigger the incident synchronously, as the REST API does, and provide links that point back to the originating request, as the Events API does, but I can’t find any way to do this.
Absent the ability to create the links directly, I’d also be OK with a solution where I create the incident synchronously and then immediately annotate it with the links via some other API call. So far, based on my API searching, I haven’t found any way to add an alert to a manually triggered incident, and I haven’t found any way to add the nicely-structured links except by attaching them to an alert.
Thanks in advance!