Skip to main content
Connect PagerDuty to validate on-call schedules and automate intelligent ticket routing based on real-time on-call status. Check if specific users are currently on-call before routing or escalating tickets, ensuring support requests reach the right person at the right time.

​
What you can do

On-call validation

Check if specific users are currently on-call in PagerDuty schedules

Intelligent routing

Automatically route tickets to on-call engineers based on PagerDuty schedules

Reduce misdirected escalations

Prevent tickets from being escalated to engineers who are not on-call

Multi-schedule support

Query on-call status across multiple PagerDuty schedules

Real-time sync

Query live schedule data every time a workflow runs

Workflow integration

Use on-call status as a condition in workflows to control routing logic

​
How it works

When a workflow runs with a PagerDuty validation action:
  1. Query PagerDuty’s REST API to retrieve current on-call information for specified schedules.
  2. Match users by email address (case-insensitive) between Ravenna and PagerDuty.
  3. Workflow receives a true/false result indicating whether the user is currently on-call.
  4. Based on the result, route the ticket to the on-call engineer, escalate to a manager, or hold until the next rotation.
Uses OAuth 2.0 authentication to securely connect to your PagerDuty account and query on-call schedule data.
Unlike typical PagerDuty integrations that send events to create incidents, this integration reads on-call schedule data to make intelligent routing decisions within your service desk workflows.

​
Requirements

  • Admin access to your PagerDuty account to authorize OAuth access.
  • An active PagerDuty subscription with configured schedules.
  • Admin or Member access to Ravenna to configure integrations and workflows.