PagerDuty Critical Alert On-Call Bridge

Overview

This solution bridges critical PagerDuty incidents into Microsoft 365 collaboration. When an incident is triggered in PagerDuty, the flow looks up who is currently on call, posts a rich incident card to a Teams response channel, and emails the responder (and, for high-urgency incidents, the escalation manager) at high importance. When the incident is later resolved, a companion flow posts a threaded resolution reply into the same Teams conversation so the thread reflects the live PagerDuty status without anyone leaving Teams.

It ships as two cloud flows + one Dataverse ledger table in a single solution. The ledger carries the Teams message id and a correlation id from the notify flow to the resolution-sync flow, which is what makes the threaded "live status" update possible.

Why it matters: PagerDuty pages the phone, but the team coordinates in Teams. This bridge gives everyone shared context the moment an alert fires, loops management in on escalations automatically, and closes the loop in the same Teams thread when the incident resolves. Both flows ship Off (Stopped); going live requires only connection authorization and environment-variable configuration.

Use Case

An SRE / operations team uses PagerDuty for on-call rotations and paging but runs incident comms in Microsoft Teams. They want every triggered critical incident to open a Teams thread with the on-call person identified, the responder and manager emailed, an audit note written back onto the PagerDuty incident, and the same Teams thread updated when the incident is resolved.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
PagerDuty	shared_pagerduty	OnNewIncidentCreated OnIncidentResolved GetIncidentById GetUser AddNoteToIncident
HHTTP	http	GET /oncalls
Microsoft Teams	shared_teams	PostMessageToConversation PostReplyToMessage
Office 365 Outlook	shared_office365

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Urgency scope

Set flowlibs_PagerDutyUrgencyFilter to high (default), low, or all to control which incidents open a bridge.

On-call source

The on-call lookup uses the incident's own escalation policy, falling back to flowlibs_PagerDutyEscalationPolicyId. Point it at a schedule-based /oncalls query if you rotate by schedule rather than policy.

Adaptive cards

Replace the HTML Teams posts with an Adaptive Card carrying Acknowledge / Resolve buttons that call back to PagerDuty.

Acknowledged status

Add a third flow on OnIncidentAcknowledged that mirrors Flow 2 (ledger lookup → PostReplyToMessage Acknowledged by…) to also thread acknowledgements.

ServiceNow / ITSM

Chain to an ITSM bridge so the incident is also opened/updated in ServiceNow.

Quiet hours

Batch low-urgency incidents into a digest rather than paging immediately.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

@first(body('Get_OnCall_Roster')?['oncalls'])?['user']?['summary']

@first(body('Get_OnCall_Roster')?['oncalls'])?['user']?['id']

@{concat(variables('varPdApiBase'),'/oncalls?escalation_policy_ids[]=',coalesce(body('Get_Incident_Details')?['incident']?['escalation_policy']?['id'],parameters('EnvVar_PagerDutyEscalationPolicyId')),'&include[]=users&earliest=true&time_zone=UTC')}

@or(equals(toLower(variables('varUrgencyFilter')),'all'),equals(toLower(coalesce(triggerOutputs()?['body/urgency'],body('Get_Incident_Details')?['incident']?['urgency'],'')),toLower(variables('varUrgencyFilter'))))

@equals(toLower(coalesce(triggerOutputs()?['body/urgency'],body('Get_Incident_Details')?['incident']?['urgency'],'')),'high')

@first(outputs('List_Bridge_Records')?['body/value'])?['flowlibs_teamsmessageid']

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