# Work on incidents in PagerDuty and InfraNest together

> Responders can work an incident from whichever tool they have open. Acknowledging, resolving and writing notes in PagerDuty shows up in InfraNest, and the…

Source: https://infranest.io/docs/pagerduty-two-way-sync
Last updated: 2026-10-26

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Keep working an incident in PagerDuty or InfraNest, whichever you have open — updates flow both ways automatically. This article is for teams who respond to incidents and want PagerDuty and InfraNest to stay in sync.

## Overview

- Acknowledging, resolving, or writing notes in either tool shows up in the other.
- One outage across several monitors becomes one PagerDuty incident, and acting on it updates every linked InfraNest incident.
- You can see who's on call, and choose whether PagerDuty's status updates get published on your status page.

> [!NOTE]
> You need a PagerDuty account connected under **Integrations → PagerDuty**. If you connected with one click, two-way sync is already on. If you pasted an integration key, you'll need to set up the webhook yourself — see the steps below.

## Acknowledge and resolve in either tool

1. In PagerDuty, acknowledge or resolve the incident as usual. Within seconds, the matching InfraNest incident shows the update, along with the responder's name (if their PagerDuty email matches their InfraNest one).
2. In InfraNest, acknowledge or resolve the incident instead, and PagerDuty follows suit.
3. When the underlying problem recovers, InfraNest resolves the PagerDuty incident automatically. If your team prefers to close incidents by hand, you can turn this off in your PagerDuty paging settings.

**One outage, one page.** When several monitors on the same server go down together, PagerDuty creates one incident for the whole outage. Acknowledging or resolving it applies to every InfraNest incident tied to that outage.

**Merging in PagerDuty.** If you merge incidents in PagerDuty, the linked InfraNest incidents follow the incident you merged into, staying open until that one is resolved or the problem recovers.

**Unacknowledged again?** If an acknowledgement times out in PagerDuty and it pages again, InfraNest keeps its own incident marked as acknowledged. An automation can still react to the re-page.

## Read and write incident notes

1. Write a note in PagerDuty — it appears on the InfraNest incident's timeline labeled, for example, *"Dana in PagerDuty"*. Only your team sees it; it never reaches your status page or its subscribers.
2. Post an update in InfraNest — it becomes a PagerDuty note starting with **From InfraNest**, along with your name and the update's status. This requires an account connected with one click.

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Each note is copied once and never updates again. Notes are only shared for incidents InfraNest raised, and only on services with **Sync notes** turned on.

To stop sharing notes for a service:

1. Go to **Integrations → PagerDuty**.
2. Find the service.
3. Turn off **Sync notes**.

## See who is on call

If you connected with one click, InfraNest shows who PagerDuty would page right now — for example, **On call: Dana Reyes (level 1) · Sam Ito (level 2)**. You'll see this:

- on the PagerDuty account, under each service;
- on a monitor's page, for every service its alerts reach;
- on an incident, once PagerDuty has reported back on it.

The names shown are at most a few minutes old. The first time you open a page it may show nothing for a moment — reopen it and the names should appear.

> [!NOTE]
> An account connected with an integration key shows no on-call names, because a key can't read schedules.

## Publish PagerDuty status updates on your status page

A status update in PagerDuty is the message you write for people outside the response team. InfraNest can post that same message on your status page, so you don't have to write it twice.

This is off for every service by default, because a status update often names customers or internal systems, while a status page is public and emails your subscribers.

1. Go to **Integrations → PagerDuty**.
2. Find the service.
3. Switch on **Publish PagerDuty status updates on the status page**.

Once it's on:

- The update appears on the status page of the matching incident, and subscribers are emailed — just as when you post an update yourself.
- The incident's status doesn't change.
- Nothing is posted for an incident that isn't on a status page, or is already resolved.
- A long update that PagerDuty shortened is posted shortened, ending in **…**.

Updates you write in InfraNest go to PagerDuty as notes, not as status updates.

## If you connected with an integration key

A pasted key can page, but it can't create the webhook PagerDuty uses to report back to InfraNest. You'll need to create it yourself:

1. In InfraNest, go to **Integrations → PagerDuty** and copy the webhook address shown on the account. Treat it like a password.
2. In PagerDuty, go to **Integrations → Generic Webhooks (v3)** and select **New Webhook**.
3. Paste the address, and subscribe to at least `incident.acknowledged` and `incident.resolved`. Add `incident.annotated` for notes and `incident.status_update_published` for status updates.
4. Save. PagerDuty shows a **signing secret** once — copy it now.
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5. Back in InfraNest, paste the secret into **Signing secret** and select **Save**. The account's **Inbound updates** row should read **Ready**.

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## If you're not a PagerDuty admin

Only a PagerDuty Admin or Account Owner can create the webhook. Everything else works without it, so set up the rest yourself and ask an admin for this one step:

1. On the account in **Integrations → PagerDuty**, select **Ask a PagerDuty admin**.
2. Copy the link, or type the admin's email and select **Email it**.
3. The admin opens it and signs in to PagerDuty. They don't need an InfraNest account, and the link shows them nothing else.

> [!TIP]
> The link works once, for three days, and only for your PagerDuty account. You'll get a notification when two-way sync is turned on.

## Good to know

- **Older setups.** If your organization set up two-way sync before each PagerDuty account had its own webhook, the PagerDuty page shows a notice. Select **Move to my account** and InfraNest moves you over and removes the old webhook. If it can't find the old one, delete it yourself under **Integrations → Generic Webhooks (v3)** in PagerDuty.
- **Only your PagerDuty account can update your incidents.** Every update must carry PagerDuty's signature, and each PagerDuty account has its own webhook and secret.
- **Pausing the account** stops updates in both directions until you resume it.

## Troubleshooting

**PagerDuty actions don't update InfraNest.** Check that the account's **Inbound updates** row reads **Ready**. If you connected with one click and it doesn't, select **Enable inbound synchronization**. With an integration key, check that the webhook is subscribed to `incident.acknowledged` and `incident.resolved`, that the address matches exactly what InfraNest shows, and that the secret is the one PagerDuty gave that specific webhook. The activity log on the PagerDuty page lists each update PagerDuty sent and, when one wasn't applied, why.

**An incident created by hand in PagerDuty didn't appear in InfraNest.** That's expected — only incidents InfraNest raised are linked. It can still start an automation.

**An alert didn't open a new PagerDuty incident.** PagerDuty groups repeat alerts for the same problem into the incident that's already open, so a flapping monitor updates it instead of paging again.

**An update didn't appear as a note in PagerDuty.** Check that **Sync notes** is on for the service, that the account was connected with one click, and that it doesn't say PagerDuty no longer accepts the sign-in. If it does, select **Connect again**.

**You can't find where to set a secret in PagerDuty.** There isn't one to set manually: PagerDuty creates it and shows it once, when you create the webhook. If you missed it, delete the webhook and create it again.