Understanding how data flows through PagerDuty can be tough at first. This visualization shows how basic PagerDuty concepts relate to each other.
- Events are sent to PagerDuty via an integration with an external system. This can be a monitoring tool, deployment tool, ticketing tool, etc.
- These events create incidents on PagerDuty services, which are representations of applications, components, or technical services in your environment.
- PagerDuty incidents are then assigned to whoever is on-call based on the escalation policy that is associated with the incident’s service. The escalation policy determines when and to whom incidents should be escalated if nobody responds within an escalation timeout period (i.e. 5 min).
- On-call schedules can be added directly to escalation policies to determine who should be notified based on the time of day and day of week.
- Responders (the people who are on-call in the escalation policy) are then notified about incidents based on the notification rules that are configured in their user profiles. Responders can choose to receive phone calls, text messages, email or push notifications.