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Services

Connect each monitored system to the schedule that responds to it.

What a service controls

A service represents one system that you monitor, such as an API, worker, or database. Each service selects one schedule.

Every signal routed to a service uses that schedule to select a responder. A direct source has one bound service. A central vendor connection can route different events to different services.

Create a service

  1. Open Services.
  2. Select New service.
  3. Enter a specific name, such as checkout-api.
  4. Add an optional description.
  5. Select the on-call schedule.
  6. Choose the grouping behavior and select Create service.

Acked creates a default webhook source with the service. Manage that credential in the Sources section of the service page. See Create a direct source for the complete workflow.

Success: The service page shows the schedule, current on-call user, setup command, sources, and recent alerts.

Change the schedule

Use the service detail page to change which schedule receives new alerts. The change does not move an existing alert to a different responder.

  1. Open Services and select the service.
  2. Edit the service.
  3. Select the new on-call schedule.
  4. Save the changes.

Send a test alert after a routing change.

Choose how repeat signals group

A stable event key groups repeat signals into one open alert. Acked increases the duplicate count without paging again.

You can also allow title fallback. With title fallback, signals that omit an event key group when their titles match. Use this setting only when the sender cannot provide stable keys.

Unrelated conditions with the same title can merge when title fallback is active.

Manage sources

Use the service’s Sources section for Acked webhooks, PagerDuty Events API v2, and email. These credentials send every event to this service.

Use Integrations → Sources for Datadog, Grafana, Alertmanager, and Custom. Their routing rules can target this service or another service. Each connection has a required fallback service.

Use separate direct sources for separate senders. You can rotate one credential without changing the others.

Delete a service

You can delete a service that has no alert history. Acked blocks deletion when alerts reference the service.

Revoke its direct sources and update external monitoring before you remove the service. Update central vendor rules and fallback services that target it.