> For the complete documentation index, see [llms.txt](https://docs.apono.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.apono.io/docs/webhook-integrations/manual-webhook/itsm/pagerduty.md).

# PagerDuty

Configure incident-based access with Apono and PagerDuty

Incident-based access streamlines granting access while maintaining security. With this solution, after an on-call engineer acknowledges a PagerDuty incident, the same engineer can request resource access.

The workflow follows these steps:

1. The on-call engineer acknowledges a PagerDuty incident.
2. The same engineer requests resource access through Apono (web portal, Slack, CLI, or Teams).
3. A custom webhook in the access flow verifies the PagerDuty acknowledgment.
4. Once verified, Apono grants access to the required resources.
5. Access automatically expires after a set time or can be manually revoked.

This solution helps you ensure that only the right people get access when it’s needed and improves response times while maintaining compliance. It includes two key components:

* [Webhook](#configure-a-webhook) that verifies incident acknowledgment
* [Access flow](#create-a-self-serve-access-flow) that manages resource permissions

***

### Prerequisites

<table><thead><tr><th width="194.546875">Item</th><th>Description</th></tr></thead><tbody><tr><td><strong>Apono Account Permissions</strong></td><td><p>Apono <a href="/docs/user-administration/role-based-access-control-rbac-reference.md#permissions">permissions</a> to configure webhooks and access flows:</p><ul><li><strong>Manage Webhooks</strong>: Admin, Power User, or Deployment</li><li><strong>Manage Access Flows</strong>: Admin or Deployment</li></ul></td></tr><tr><td><strong>PagerDuty Integration</strong></td><td><a href="/docs/additional-integrations/incident-response-integrations/pagerduty.md">Integration</a> between Apono and PagerDuty</td></tr></tbody></table>

***

### Configure a webhook

This webhook verifies that the grantee is the on-call engineer who acknowledged the PagerDuty incident.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdAglsL_MqVgMGei0zzaOYXkSLstx2sdTmivUTQLDvI-_gq69rNQA8pB2GvFEdVowDbKgDBnv4V5YrUmmgFpHjdl9s5ZZ9KxaKS63WSXu0MhtU47Asv2lrFXu7FDRmsRwoc_xnNiA?key=iQONkyvZ1k2xSnFgCxCcIbwi" alt="" width="563"><figcaption><p>Add Webhook page</p></figcaption></figure>

Follow these steps to configure an Apono webhook:

1. On the [**Webhooks**](https://app.apono.io/webhooks) tab, click **Add Webhook**. The **Add Webhook** page appears.
2. Click **Manual**.
3. Enter a unique, alphanumeric, user-friendly **Manual Webhook Name** for identifying this webhook.
4. Click the **Status** toggle to **Active**.
5. From the **Type** dropdown menu, select **Integration Action**.
6. From the **Integration** dropdown menu, select your PagerDuty integration.
7. From the **Actions** dropdown menu, select **list\_pagerduty\_incidents**.
8. In the **Body Template** field, enter the following JSON payload.

```json
{
  "user_email": "{{data.requester.email}}",
  "status": "acknowledged"
}
```

9. Add a response validation:
   1. In the **Response Validators** section, click **+ Add**.
   2. In the **Json Path** field, enter *$.incidents\[0].status*.
   3. In the **Expected Values** field, type *acknowledged* and press Enter.
10. Click **Save Webhook**.

The new webhook appears in the **Webhooks** table. Active webhooks are marked with a green dot. Inactive webhooks are marked with a white dot.

***

### Create a Self Serve access flow

This access flow controls how on-call engineers request and receive temporary access during a PagerDuty incident. It uses the webhook you created to ensure access is granted only to engineers who have acknowledged the incident.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXefEheT-0hBJvewFKkjt3XbphuWEd322Fx3Sfo12PSEdT1LWXJHiaNJw6686pB6GGDFAqwVob-RiG5P3EzOu3KOoLV1jkF1SvJAHSEMo5SuLA61mkCxcmjKj1ot6cepSqOHITvN?key=iQONkyvZ1k2xSnFgCxCcIbwi" alt="" width="563"><figcaption><p>Create Access Flow page</p></figcaption></figure>

Follow these steps to create the Apono Self Serve access flow for PagerDuty:

1. On the **Access Flows** tab, [define who can request resources](/docs/access-flows/creating-access-flows-in-apono/self-serve-access-flows.md#define-permitted-requestors) through a Self Serve access flow.

{% hint style="info" %}
In steps **7-9** of [Define permitted requestors](/docs/access-flows/creating-access-flows-in-apono/self-serve-access-flows.md#define-permitted-requestors), select your PagerDuty group.
{% endhint %}

2. [Define the resource](/docs/access-flows/creating-access-flows-in-apono/self-serve-access-flows.md#define-the-resource) to grant access to.
3. Set the access duration and approval process.

{% hint style="info" %}
In steps **3-5** of [Set up custom approval](/docs/access-flows/creating-access-flows-in-apono/self-serve-access-flows.md#set-up-custom-approval), select **Custom Approval** and the PagerDuty webhook you created in [Configure a webhook](#configure-a-webhook).
{% endhint %}


---

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