Incidents are not created when calling APIv2

#1

I am using the following API call trying to create a pagerduty incident using APIv2:
https://developer.pagerduty.com/api-reference/368ae3d938c9e-send-an-event-to-pager-duty

The call goes through just fine, I get 202 message back as follows:
{
“status”: “success”,
“message”: “Event processed”,
“dedup_key”: “srv01/mysql123”
}

But the incident is not created. I verified the routing_key for my service and ensure I pass all required parameters. Any suggestions on how to troubleshoot further.

Ohh… and another factor… this was all working as recently as April. Thanks!

#2

Hi Paul,

Thank you for reaching out to PagerDuty Customer Support!

Can you please share your subdomain, the name of the service for which you are trying to create an incident, and roughly the date, time, and timezone of when you attempted to trigger an incident?

Please let me know.

Best regards,

#3

Hi Seong,

Not sure if this is what you mean by subdomain, but here’s the URL of my PagerDuty developer instance: https://dev-pavel.pagerduty.com/

in respect to the date and time, I was testing it earlier today, so May 19th, 2022 around 6pm EST.

#4

Hi Pavel,

I see that you are not using any service-level or account-level Event Rulesets and you are not using Event Orchestration. I see that you have 2 services, both with an Event API V2 integration and I found that neither of the 32 character integration keys, ending in 2070 and ae14, had any hits between 215500 UTC and 223059 UTC on 2022-05-19.

Can you please confirm that you are using a 32 character routing key for use with the Events API V2 and not a 24 character REST API V2 key, and can you please provide the last 4 characters of that key?

Thank you in advance!

Best regards,

#5

Hi, yes, I am currently testing with Service with the “Integration Key” ending with “2070” (I tried the other one as well with same result). Currently I am using Postman to test and am setting “routing_key” to the integration key value as part of my payload, which looks as follow (copied from example provided here: https://developer.pagerduty.com/api-reference/368ae3d938c9e-send-an-event-to-pager-duty)

{
“payload”: {
“summary”: “DISK at 99% on machine prod-datapipe03.example.com”,
“timestamp”: “2015-07-17T08:42:58.315+0000”,
“severity”: “critical”,
“source”: “prod-datapipe03.example.com”,
“component”: “mysql”,
“group”: “prod-datapipe”,
“class”: “disk”,
“custom_details”: {
“free space”: “1%”,
“ping time”: “1500ms”,
“load avg”: 0.75
}
},
“routing_key”: “xxx2070”,
“dedup_key”: “srv01/mysql123”,
“event_action”: “trigger”,
“client”: “Sample Monitoring Service”,
“client_url”: “https://monitoring.service.com”,
“links”: [
{
“href”: “http://pagerduty.example.com”,
“text”: “An example link.”
}
],
“images”: [
{
“src”: “https://chart.googleapis.com/chart?chs=600x400&chd=t:6,2,9,5,2,5,7,4,8,2,1&cht=lc&chds=a&chxt=y&chm=D,0033FF,0,0,5,1”,
“href”: “https://google.com”,
“alt”: “An example link with an image”
}
]
}

#6

Please check that your incoming alerts are not being deduplicated into previously created and open alerts with the same deduplication key.

#7

This service I am testing with is a brand new service with no prior incidents. I also tried to remove “dedup_key” from payload and Incident is still not being created.

#8

Hello Pavel,

In order to dig deeper into this issue, it will be easier to email support@pagerduty.com. We would not want to request account specific details in this space.
Please reference this ticket in the email.

Kind regards,