SolarWinds -> PagerDuty Ack Alerts

#1

Hello Community,
Has anybody successfully implemented ack of alerts via PagerDuty w/o using VPN? I know you can link the Ack Alert using “${N=Alerting;M=AcknowledgeUrl}” but if one is NOT on VPN you wont be able to access Orion. does PagerDuty have a way to ack the trigger when an Incident is Triggered and Engineer Acknowledged via PagerDuty?

#2

Hello @needtheknowledgeplease!

Let me ask you some follow up questions just to make sure I understand the issue.

  1. The integration between SolarWinds and PagerDuty works correctly as you can see the alerts reaching PagerDuty console. correct?
  2. You need to be connected to your company’s VPN to access Orion which is only available internally?
  3. Being connected to the VPN, you cannot access PagerDuty’s console which prevents you from acknowledging the alert?
  4. You are trying to ignore similar alerts coming in, if an incident is already created and acknowledged by an engineer in an automated way?

Thanks!

#3
  1. Yes it does.
  2. That is correct, in order to acknowledge SolarWinds we must be in Company VPN.
  3. We can access PagerDuty fine in VPN.
  4. sort of.

Basically I was looking at solution that I can do so if an engineer acks an incident from within PagerDuty, PagerDuty use an API or Event Trigger to ack the alert in SolarWinds so that no further escalation happens.

This is because sometimes its a lot of minor alerts that are not in need of action and the engineer has to login to VPN to ack these alerts, not the end of the world, but if there was a streamline method, that would be best.

#4

I see. You seem to be using both SolarWinds and PagerDuty for alerts and escalations which makes it more difficult to manage. I would probably look into optimizing this process.

But going back to your question…you can probably use the v3 webhooks to trigger an action every time the incident is acknowledged on PagerDuty and call an API on SolarWinds’ side if you want to automate this. Go here to see what the webhook payload looks like.

If you want to turn this into a manual task that can be triggered by users acknowledging the incident you can create a custom incident action instead.

Let me know if this points you in the right direction.