Troubleshooting

This error occurs when connecting PagerDuty to Zluri with an invalid API key.

To resolve:

1. Generate a new API key in PagerDuty

   1. Go to PagerDuty → Configuration → API Access
   2. Click Create New API Key
   3. Provide a meaningful description for the key
   4. Copy the generated API key immediately (it won’t be shown again)

2. Verify the API key

   • Copy the entire key without extra spaces or characters
   • Ensure no characters are missing from the start or end
   • Paste the key exactly as generated

After generating a new key, reconnect the integration in Zluri.

This error occurs when the API key used to connect PagerDuty to Zluri has expired or been revoked.

Common causes:

• The API key was manually deleted from PagerDuty
• The user who created the API key was deactivated
• API key rotation policies caused the key to expire
• Admin settings revoked existing keys

To resolve:

1. Go to PagerDuty → Configuration → API Access
2. Check if the existing API key is still listed and active
3. If missing or inactive, create a new API key
4. Reconnect the integration in Zluri using the new key

This error occurs when the PagerDuty user lacks privileges to access user information.

To resolve:

Ensure the user has one of the following roles:

• Account Owner
• Admin
• Global Admin
• Manager (with user access)

Also verify:

• The user can access the Users section in PagerDuty
• The account plan includes user management features
• No custom role restrictions block user data access

After updating permissions, reconnect the integration.

This error occurs when the user who connected the integration lost required permissions.

To resolve:

1. Verify the original user still has one of the following roles:
   • Account Owner
   • Admin
   • Global Admin
   • Manager (with user access)
2. Check if the user’s role was downgraded or modified
3. Ensure access to the Users section in PagerDuty
4. Restore permissions and reconnect the integration

This error occurs when the connected PagerDuty account has no users.

To resolve:

• Verify that users exist in your PagerDuty account
• Check that the correct account/subdomain is being used
• Ensure users haven’t been removed or deactivated
• If it’s a new account, add at least one user before connecting

This error occurs during sync when the connected account no longer has any users.

To resolve:

1. Add users to the PagerDuty account, or
2. Reconnect using a different account with active users
3. Verify the account has users before reconnecting

This error occurs when the PagerDuty user cannot access session logs or user activity data.

To resolve:

• Ensure the user has Admin or Account Owner privileges
• Verify the PagerDuty plan includes session/activity log access
• Check for custom restrictions on log access
• Confirm the user can view Analytics or Reporting in PagerDuty

This error occurs when the user who connected the integration lost log access permissions.

To resolve:

Restore log access permissions for the user and reconnect the integration.

This error occurs when the PagerDuty user cannot access audit records.

To resolve:

• Ensure the user has Admin or Account Owner privileges
• Verify your PagerDuty plan includes audit log features
• Check that audit logging is enabled under Configuration → Account Settings → Audit Trail

This error occurs when the user who connected the integration lost permissions to access audit records.

To resolve:

Restore audit permissions for the user and reconnect the integration.

This error occurs when the PagerDuty user cannot access incident log entries.

To resolve:

• Ensure the user has incident management permissions
• Verify the user can view incident details and activity logs
• Confirm the user has Manager role or higher
• Check access to the Incidents section in PagerDuty

This error occurs when the user who connected the integration lost permissions to access incident log entries.

To resolve:

Restore the necessary incident access permissions and reconnect the integration.

This error occurs when the PagerDuty user cannot access license information.

To resolve:

• Ensure the user has Admin or Account Owner privileges
• Verify that license management is available in your PagerDuty plan
• Confirm access to Configuration → Account Settings → Plan & Billing

This error occurs when the user who connected the integration lost permissions to access license information.

To resolve:

Restore billing and license access permissions and reconnect the integration.

This error occurs when the PagerDuty user cannot access license allocation details.

To resolve:

• Ensure the user has Admin or Account Owner privileges
• Verify access to license management features
• Confirm the plan includes license allocation management
• Check the user can manage user roles and assignments

This error occurs when the user who connected the integration lost permissions to access license allocations.

To resolve:

Restore license management permissions and reconnect the integration.