Troubleshooting PagerDuty User Mapping and Sync Issues
Symptom: Wrong or Missing User in the Slack User Group
Tellspin keeps the schedule's Slack user group pointed at whoever PagerDuty says is on-call. If the group contains the wrong person, or nobody at all while PagerDuty clearly has someone on-call, the PagerDuty user usually isn't mapped to a Slack account.
Step 1: Confirm Who PagerDuty Thinks Is On-Call
Open the schedule in PagerDuty and check the Final schedule row of the timeline. PagerDuty overrides (the Overrides row) change who is on-call without changing the underlying rotation, so the final row is the one Tellspin follows.
Note the person on-call right now; that's who should be in the Slack user group.
Step 2: Check the Connection
In the Tellspin App Home, click Edit on the schedule. If a banner reads We had some trouble connecting. Try again?, Tellspin can't reach PagerDuty at all and no mapping fix will help until that's resolved.
Click Try again?. If it keeps failing, reconnect PagerDuty from the App Home with Pagerduty Connect using a PagerDuty user who still has access to the schedule. The usual reason the connection breaks is that the PagerDuty account of the person who originally connected Tellspin was deactivated; reconnecting with a service account avoids a repeat. Reconnecting restores the existing schedules and reminders.
Step 3: Fix the User Mapping
Tellspin matches PagerDuty users to Slack users by email address. jane.doe@company.com in PagerDuty and jane@company.com in Slack won't match automatically.
- In the Edit modal, next to Change User Mappings, click Edit Users.
- Find the PagerDuty user who is on-call. Anyone without a Slack user beside their name is unmapped.
- Pick the correct Slack account for them.
- Click Save.
Tellspin re-syncs within about a minute and the user group updates. Only the schedule's creator, its Rotation Managers, or a Slack admin can change mappings; add teammates under Rotation Managers in the same modal if they should be able to fix these in future.
Mapping Fails Even Though the Emails Match?
- The Slack account is a guest. Single-channel and multi-channel guests can't be members of Slack user groups. Use a Keyword or Channel contact method for that schedule, or give the person a full Slack account.
- The person has two Slack accounts. Map to the one they actually use.
- The PagerDuty user was just added. New PagerDuty users appear in Edit Users after the next sync; wait a minute and reopen the modal. Tellspin doesn't yet notify you when a new, unmapped PagerDuty user comes on-call, so check the mapping whenever someone joins the PagerDuty schedule.
- The mapping reverts about a minute after you save it. That's a bug, not something you did; email support@tellspin.com with the schedule handle and the PagerDuty user.
- The Slack user who created the schedule has been deactivated. Tellspin updates the user group with that person's authorization, so the group stops changing. Email support@tellspin.com to move the schedule to another Slack user.
Step 4: Verify
Reopen the Tellspin App Home: the schedule's On-call line should now show the Slack user who is on-call in PagerDuty. Mention the handle in a channel to confirm the user group has been updated.
Still Having Trouble?
If emails match, the mapping is set, and the group is still wrong:
- confirm the PagerDuty schedule is attached to an active escalation policy (PagerDuty only reports on-call users for schedules used by one), and
- work through troubleshooting PagerDuty and OpsGenie sync issues.
Otherwise email support@tellspin.com with your workspace name, the schedule's handle, and the PagerDuty user who isn't mapping.