Sharing data between 2 PagerDuty tenants

Our company has 2 PagerDuty tenants; one in the UK and the other in Spain. The challenge we have is that one of the support teams is based in Spain and therefore will be configured in the Spanish tenant. However in certain scenarios the Spanish support team will need to be engaged from the UK PD tenant (either by way of pre-configured Response Plays or manually added as Responders to an Incident) in order to assist with particular problems on a UK-based service.

So we need the Incident to be created in the UK tenant, but notify the support team in Spain as one of the Responders. Then when the Spanish support team “accept” the invite to join, or have any updates we’d like this information to be populated in the Incident in the UK tenant.

Can anyone advise whether this achievable at all please? The 2 tenants within our company are completely different entities and the intention is to keep them that way, with the Spanish users in their tenant and not in the UK one.

Many thanks
Chris

I recommend using something in the middle (AWS Lambda, Azure Function, etc) to receive webhooks from tenant 1 and process them into corresponding actions (new incident, run response play, add responders, etc.) in the other tenant.

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Thanks Doug.

And would it be feasible to have this piece of middleware receive webhooks from tenant 2 in order to update the original Incident in tenant 1 with either Notes on the Incident or even resolve it?

Regards
Chris

Yep, you can get webhooks for nearly everything, have them processed in the middleware, then ignored or routed to the other tenant as needed by type/source. Look to webhooks v3 for more granular options.

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Bit of relevant trivia here: one reason that one would need to use a Lambda or some other third party service to receive webhooks from one PagerDuty account before translating them to events inbound for another PagerDuty account is that PagerDuty doesn’t permit webhooks to go through its event processing pipeline. Otherwise, it would be trivial to create a feedback loop by accident (or otherwise).

That being said, please be cautious when doing this sort of thing. Also, I’d be remiss if I didn’t mention: if by “tenant” it is meant two separate teams in the same PagerDuty account, there are easier ways of implementing this :wink:

Thank you for your response Demitri. This subject is a bit beyond my level of expertise but will take the advice onboard and will share the information in discussions internally.

I am referring to 2 separate accounts, owned by different geographical areas of our global organisation.

Regards
Chris

Hello Chris,

Thanks for that clarification.

Let us know if we can be of further assistance.

Kind regards,