Troubleshooting PagerDuty User Mapping and Sync Issues
Symptom: Wrong User in Slack User Group
When Tellspin syncs a schedule from PagerDuty, it updates a Slack user group to contain the current on-call person. If you notice the wrong person in the Slack user group, or if the group is empty despite someone being on-call in PagerDuty, you likely have a user mapping issue.
Primary Cause: Email Mismatch
Tellspin automatically maps users between PagerDuty and Slack by matching their email addresses. If a user's email in PagerDuty is different from their email in their Slack profile, the automatic mapping will fail.
For example, if a user is jane.doe@company.com in PagerDuty but jane@company.com in Slack, Tellspin won't be able to link the two accounts.
How to Check Emails in PagerDuty and Slack
- In PagerDuty: Navigate to People > Users and find the user in question. Check the email address listed for them.
- In Slack: Find the user's profile and check their email address. It must be an exact match with the one in PagerDuty.
How to Manually Map Users in Tellspin
If you cannot align the email addresses, or if the automatic mapping fails for another reason, you can manually map the users within Tellspin.
Go to the Tellspin App Home in Slack.
Find your PagerDuty-synced schedule and click the three-dot menu (
...).Select Edit.
Scroll down to the User Mapping section. You will see a list of users from your PagerDuty schedule.
If a user is unmapped, you will see a dropdown menu next to their name. Click the dropdown and select the correct Slack user to link to the PagerDuty user.
Click Save to apply the changes.
Verifying the Sync is Correct
After saving your manual mapping, Tellspin will immediately attempt to re-sync the schedule. The user group in Slack should update within a minute to reflect the correct on-call person.
Check the schedule preview in the Tellspin App Home to confirm that the correct Slack user is now shown as on-call.
Still Having Trouble?
If you've confirmed the emails match and have tried manual mapping, the issue could be related to your PagerDuty API key permissions or schedule configuration (e.g., a missing escalation policy).
- Ensure your PagerDuty API key has read access to users and schedules.
- Verify that the PagerDuty schedule is associated with an active escalation policy.
If problems persist, please email support@tellspin.com with your workspace name and the name of the affected schedule.