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PagerDuty has 2 versions in Lumos: one for Incident Management and one for Provisioning. Both require the same setup below.

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After this article

You’ll be able to connect the PagerDuty integration to Lumos and resolve common issues that arise when connecting.

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Capabilities

Note: unassignment of entitlements is not supported. License and Role are mandatory 1:1 attributes of every PagerDuty user. Assigning a new Role or License replaces the existing one in place, and the only way to fully remove them is to delete the account.

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Activity Tracking

Status: Supported (Last Login). The PagerDuty connector retrieves the last login/session timestamp for each user.

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Required plan and roles

No minimum PagerDuty plan (and no minimum Lumos plan) is required to set up this integration. Your PagerDuty user should be a Global Admin or Account Owner to connect the integration. The integration is authenticated through an OAuth flow, which gives Lumos access to all objects the connecting user has access to. That’s why the Global Admin or Owner role is required. There’s no reduced or read-only scope option for this connector.

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Scopes

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Read-only access vs provisioning

Is read-only possible? No. PagerDuty authenticates through OAuth with a single Read/Write scope that gives Lumos access to every object the connecting user can see, there’s no reduced or read-only scope option for this connector. What full provisioning requires. A PagerDuty user with the Global Admin or Account Owner role completing the OAuth authorization described below, which grants the Read/Write scope needed for both the Incident Management and Provisioning versions of the integration. Watch out for. License and Role are mandatory one-to-one attributes on every PagerDuty user, so there’s no way to unassign either, only to replace them or delete the account entirely. If you connect both the legacy PagerDuty integration and the PagerDuty Provisioning integration at the same time, having two provisioning-capable connections can conflict and break delete and transfer-data actions, so keep only one provisioning-capable connection.

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Instructions

  1. Find the PagerDuty card in your Lumos integrations (Reconnect or add new).
  2. Click Connect PagerDuty.
  3. Log in to PagerDuty as a Global Admin or Account Owner and click Allow Access to authorize the connection.

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API Endpoints Used

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Troubleshooting

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Users not syncing

Problem: PagerDuty users are not appearing in Lumos. Solutions:
  • Verify the connection is healthy and credentials haven’t been revoked
  • Ensure users are active in PagerDuty (deleted users won’t sync)
  • Confirm users have email addresses in their PagerDuty profiles
  • Review the Lumos integration logs for specific error messages

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OAuth authentication failures

Problem: “Authentication failed” or authorization errors. Solutions:
  • Re-authorize the connection from Lumos by disconnecting and reconnecting
  • Ensure the authorizing user’s account is still active in PagerDuty
  • Confirm the authorizing user has the Global Admin or Account Owner role
  • Check that the Lumos OAuth application hasn’t been revoked under PagerDuty’s authorized applications
  • Verify your PagerDuty account is active and not suspended

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Teams not appearing

Problem: PagerDuty teams are missing in Lumos. Solutions:
  • Verify the connecting user has permission to read team data
  • Check that teams exist in your PagerDuty account and have at least one member
  • Check the Lumos integration logs for team sync errors

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Rate limiting issues

Problem: Sync fails with “Rate limit exceeded” or “Too many requests” errors. Solutions:
  • PagerDuty enforces an API rate limit of about 960 requests per minute, and the window resets about every minute. Wait for the window to reset
  • Check whether multiple integrations share the same credentials
  • Contact PagerDuty support if you consistently hit rate limits, or consider a plan with higher limits

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Subdomain or account issues

Problem: Cannot access PagerDuty or API endpoint errors. Solutions:
  • Verify you’re logging into the correct PagerDuty subdomain
  • Check that your PagerDuty account is active and not suspended or locked
  • Confirm network connectivity to api.pagerduty.com and review firewall rules if on a restricted network

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Why can’t I deactivate someone’s PagerDuty account?

Assuming your PagerDuty integration is healthy, this usually happens when the person you’re trying to deactivate has existing incidents tied to them. Transfer those incidents as part of your workflow in Lumos (via the Transfer Data step) first, and the delete should then succeed.

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Deprovisioning fails and no automated action runs

If you have both the legacy PagerDuty connector and the PagerDuty Provisioning connector connected, having two provisioning-capable connections can conflict and break the delete/transfer-data steps. Multiple PagerDuty connections are supported by design (for example one for on-call rotation checks and one for provisioning), but keep only one provisioning-capable connection and disconnect the duplicate. Detailed error information for provisioning failures is available in the Activity Log.

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Which PagerDuty integration do I use for provisioning?

Problem: Two PagerDuty tiles appear with overlapping names and it’s unclear which one manages users. Solutions:
  • Use the PagerDuty Provisioning integration for provisioning and deprovisioning users.
  • The other PagerDuty integration only pulls on-call schedules for pre-approval rules and isn’t needed for user management.