> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Overview

> Connect PagerDuty to Ravenna to validate on-call schedules and route tickets to the right engineers based on real-time on-call status.

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

<CardGroup cols={2}>
  <Card title="On-call validation" icon="user-check">
    Check if specific users are currently on-call in PagerDuty schedules
  </Card>

  <Card title="Intelligent routing" icon="route">
    Automatically route tickets to on-call engineers based on PagerDuty schedules
  </Card>

  <Card title="Reduce misdirected escalations" icon="shield-x">
    Prevent tickets from being escalated to engineers who are not on-call
  </Card>

  <Card title="Multi-schedule support" icon="calendar">
    Query on-call status across multiple PagerDuty schedules
  </Card>

  <Card title="Real-time sync" icon="refresh-cw">
    Query live schedule data every time a workflow runs
  </Card>

  <Card title="Workflow integration" icon="zap">
    Use on-call status as a condition in workflows to control routing logic
  </Card>
</CardGroup>

## How it works

<AccordionGroup>
  <Accordion title="On-call validation workflow" icon="workflow">
    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.
  </Accordion>

  <Accordion title="Authentication" icon="key">
    Uses OAuth 2.0 authentication to securely connect to your PagerDuty account and query on-call schedule data.
  </Accordion>
</AccordionGroup>

<Note>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.</Note>

## 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.