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Overview

The PagerDuty integration gives Annie two capabilities:
  • API access — Annie reads your incidents, acknowledges them, and leaves comments via a PagerDuty API token.
  • Real-time webhook — When an incident.triggered event fires, Annie immediately starts a root cause analysis, cross-references recent infrastructure changes, and posts findings in your mapped Slack channel.

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Step 1: Add an API Token

  1. In PagerDuty, go to Integrations → API Access Keys → Create New API Key.
  2. Give it a descriptive name (e.g. Anyshift-Annie) and copy the key — it is only shown once.
  3. In Anyshift, go to Integrations → PagerDuty → New Token, paste the key, and save.
Annie uses this token to fetch incident metadata, post acknowledgements, and add resolution comments.

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Step 2: Configure the Webhook

The webhook delivers real-time incident events to Anyshift. Annie only processes incident.triggered — other event types (acknowledged, resolved) are received and acknowledged but do not trigger analysis.

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Create the webhook in Anyshift

  1. Go to Integrations → PagerDuty → New Webhook.
  2. Enter a name (e.g. prod-webhook) and choose a secret key.
  3. Copy the Webhook URL and the Secret Key — you need both in the next step.

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Register it in PagerDuty

  1. In PagerDuty, go to Integrations → Generic Webhooks (V3) → New Webhook.
  2. Paste the Anyshift webhook URL.
  3. Under Scope, select the services or the full account you want Annie to monitor.
  4. Set the Event type to incident.triggered.
  5. In the Signature Secret field, paste the secret key you set in Anyshift.
Anyshift verifies every incoming request using HMAC-SHA256 against the secret key. Requests with missing or invalid signatures are rejected before any processing occurs.

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What happens when an incident fires

When Anyshift receives an incident.triggered event:
  1. Signature verification — the request is validated against the shared secret. Invalid requests are dropped immediately.
  2. Deduplication — if the same PagerDuty incident ID has already been processed, the event is silently acknowledged to prevent duplicate RCAs.
  3. Context assembly — Annie retrieves the last 30–60 minutes of Slack messages, recent AWS resource changes, and prior incidents with completed analyses to build a context window.
  4. Routing decision — Annie’s router decides whether to run a full RCA, start a conversational thread, or skip the incident (e.g. for known-noisy alert patterns). Automation rules can override this default.
  5. Analysis delivery — if RCA is triggered, Annie posts real-time progress updates in the mapped Slack channel thread, then delivers a final summary with a timeline, likely root cause, and recommended remediation steps.
See Root Cause Analysis for a full walkthrough of the analysis pipeline.

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Verify the connection

Trigger a test incident in PagerDuty. Within a few seconds Annie should post an analysis thread in the Slack channel mapped to the same Anyshift project. The incident also appears in Anyshift under Incidents.
Make sure the Slack channel where you want Annie to post is mapped to the correct Anyshift project, and that your PagerDuty bot is registered in the Annie On-Call Registry for that channel. See Slack Integration for setup details.

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Customize Annie’s behavior

By default Annie decides automatically whether to run RCA or start a chat based on the incident context. You can override this per project using Automation:
  • Force RCA for all incidents from a specific service.
  • Suppress noisy or low-signal alert patterns.
  • Trigger a custom report instead of a standard RCA.
  • Silence Annie for specific channels or time windows.