Chatting with PagerDuty's API

Simon Westlake, the Chief Technical Officer of Powercode, a CRM, OSS, and billing system for ISPs, discusses their integration with PagerDuty, which has been highly beneficial for their global clientele. Despite Powercode's numerous integrations with third-party services, only a few are widely utilized, with PagerDuty being a notable exception. The decision to integrate PagerDuty was prompted by the need to manage after-hours emergencies effectively, as smaller ISPs often lack the resources for a 24/7 network operations center. The integration was seamless due to PagerDuty's well-documented and developer-friendly API, which aligned with Powercode's strict integration requirements. The process involved decisions about alert configurations and avoiding two-way communication to maintain Powercode as the primary incident management interface, leading to efficient incident tracking and resolution within PagerDuty. The integration utilizes features like incident keys and real-time data access, and its success has led to its use in Powercode's own after-hours support, underscoring its value to both Powercode and its customers.