# Set up PagerDuty two-way sync

> Paging PagerDuty works with just a routing key. This optional, one-time step adds the reverse direction: when someone acknowledges or resolves an incident in…

Source: https://infranest.io/docs/pagerduty-two-way-sync
Last updated: 2026-09-14

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Connect your PagerDuty account so incident updates flow both ways — this optional, one-time setup is for anyone who manages alert destinations for their organization.

## Overview

- Paging PagerDuty already works with just a routing key — no setup needed for that.
- This guide adds the **reverse** direction: when someone acknowledges or resolves an incident in PagerDuty, the matching InfraNest incident updates to match.
- You set this up once for your organization's PagerDuty account.

What you'll need:

- You manage alert destinations for your organization.
- Access to your PagerDuty account's Integrations → Generic Webhooks (v3).

## Get your webhook URL from InfraNest

1. Go to **Alerts**, then **Destinations**, and add or edit your **PagerDuty** destination.
2. In the **Two-way sync (optional)** panel, copy the **Incoming webhook URL**. It's unique to your organization — treat it like a secret.

## Create the webhook in PagerDuty

1. In PagerDuty, go to **Integrations → Generic Webhooks (v3)** and select **New Webhook**.
2. Paste your InfraNest webhook URL as the destination.
3. Subscribe the webhook to the events you want. At minimum, subscribe to `incident.acknowledged` and `incident.resolved` for two-way sync. To also use PagerDuty events as automation triggers, add `incident.triggered`, `incident.escalated` and `incident.reopened`.
4. Save. PagerDuty then shows a **Signing secret** — copy it now. It's shown once, and you can't choose your own.

## Add the secret to InfraNest

1. Back in the **Two-way sync (optional)** panel, paste the signing secret PagerDuty gave you.
2. Select **Save**. The panel shows it's configured once it's set.

> [!NOTE]
> The secret is how we know a request really came from PagerDuty. Being connected with OAuth doesn't cover this — that's our key for calling *them*. Until the secret is set, we ignore anything arriving on the URL.

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![Set up PagerDuty two-way sync](/media/f256d6ab-9bb8-41e8-a9a1-76faca24facb)

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That's it. Acknowledging or resolving an incident in either tool now updates the other.

## Tips

- The webhook URL and secret are per-organization — each organization sets up its own, against its own PagerDuty account.
- The signing secret is stored encrypted and never shown again. Leave the field blank when editing to keep the existing one.
- Only incident acknowledge and resolve flow inbound; paging out to PagerDuty is unchanged.
- Requests without a valid signature are rejected, so only your PagerDuty account can update your incidents.

## Troubleshooting

**PagerDuty actions don't update InfraNest.** Re-check that the webhook is subscribed to `incident.acknowledged` and `incident.resolved`, that the secret you entered is the one PagerDuty issued for that specific webhook (a different webhook has a different secret), and that the webhook URL is exactly the one shown in InfraNest.

**You can't find where to set a secret in PagerDuty.** There isn't one to set yourself — PagerDuty generates it and shows it once, when the webhook is created. If you missed it, delete the webhook and create it again.