diff --git a/plugins/pagerduty/src/components/PagerDutyCard/index.test.tsx b/plugins/pagerduty/src/components/PagerDutyCard/index.test.tsx
index 2b309533ed..54b58489be 100644
--- a/plugins/pagerduty/src/components/PagerDutyCard/index.test.tsx
+++ b/plugins/pagerduty/src/components/PagerDutyCard/index.test.tsx
@@ -252,4 +252,134 @@ describe('PageDutyCard', () => {
     });
     expect(getByRole('dialog')).toBeInTheDocument();
   });
+
+  describe('when entity has the pagerduty.com/service-id annotation', () => {
+    it('Renders PagerDuty service information', async () => {
+      mockPagerDutyApi.getServiceByServiceId = jest
+        .fn()
+        .mockImplementationOnce(async () => service);
+
+      const { getByText, queryByTestId } = render(
+        wrapInTestApp(
+          <ApiProvider apis={apis}>
+            <EntityProvider entity={entityWithServiceId}>
+              <PagerDutyCard />
+            </EntityProvider>
+          </ApiProvider>,
+        ),
+      );
+      await waitFor(() => !queryByTestId('progress'));
+      expect(getByText('Service Directory')).toBeInTheDocument();
+      expect(getByText('Create Incident')).toBeInTheDocument();
+      expect(getByText('Nice! No incidents found!')).toBeInTheDocument();
+      expect(getByText('Empty escalation policy')).toBeInTheDocument();
+    });
+
+    it('Handles custom error for missing token', async () => {
+      mockPagerDutyApi.getServiceByServiceId = jest
+        .fn()
+        .mockRejectedValueOnce(new UnauthorizedError());
+
+      const { getByText, queryByTestId } = render(
+        wrapInTestApp(
+          <ApiProvider apis={apis}>
+            <EntityProvider entity={entityWithServiceId}>
+              <PagerDutyCard />
+            </EntityProvider>
+          </ApiProvider>,
+        ),
+      );
+      await waitFor(() => !queryByTestId('progress'));
+      expect(
+        getByText('Missing or invalid PagerDuty Token'),
+      ).toBeInTheDocument();
+    });
+
+    it('Handles custom NotFoundError', async () => {
+      mockPagerDutyApi.getServiceByServiceId = jest
+        .fn()
+        .mockRejectedValueOnce(new NotFoundError());
+
+      const { getByText, queryByTestId } = render(
+        wrapInTestApp(
+          <ApiProvider apis={apis}>
+            <EntityProvider entity={entityWithServiceId}>
+              <PagerDutyCard />
+            </EntityProvider>
+          </ApiProvider>,
+        ),
+      );
+      await waitFor(() => !queryByTestId('progress'));
+      expect(getByText('PagerDuty Service Not Found')).toBeInTheDocument();
+    });
+
+    it('handles general error', async () => {
+      mockPagerDutyApi.getServiceByServiceId = jest
+        .fn()
+        .mockRejectedValueOnce(new Error('An error occurred'));
+      const { getByText, queryByTestId } = render(
+        wrapInTestApp(
+          <ApiProvider apis={apis}>
+            <EntityProvider entity={entityWithServiceId}>
+              <PagerDutyCard />
+            </EntityProvider>
+          </ApiProvider>,
+        ),
+      );
+      await waitFor(() => !queryByTestId('progress'));
+
+      expect(
+        getByText(
+          'Error encountered while fetching information. An error occurred',
+        ),
+      ).toBeInTheDocument();
+    });
+
+    it('disables the Create Incident button', async () => {
+      mockPagerDutyApi.getServiceByServiceId = jest
+        .fn()
+        .mockImplementationOnce(async () => service);
+
+      const { queryByTestId, getByTitle } = render(
+        wrapInTestApp(
+          <ApiProvider apis={apis}>
+            <EntityProvider entity={entityWithServiceId}>
+              <PagerDutyCard />
+            </EntityProvider>
+          </ApiProvider>,
+        ),
+      );
+      await waitFor(() => !queryByTestId('progress'));
+      expect(queryByTestId('trigger-dialoger')).not.toBeInTheDocument();
+      expect(
+        getByTitle('Must provide an integration-key to create incidents')
+          .className,
+      ).toMatch('disabled');
+    });
+  });
+
+  describe('when entity has all annotations', () => {
+    it('queries by integration key', async () => {
+      mockPagerDutyApi.getServiceByIntegrationKey = jest
+        .fn()
+        .mockImplementationOnce(async () => [service]);
+      mockPagerDutyApi.getServiceByServiceId = jest.fn();
+
+      const { getByText, queryByTestId } = render(
+        wrapInTestApp(
+          <ApiProvider apis={apis}>
+            <EntityProvider entity={entity}>
+              <PagerDutyCard />
+            </EntityProvider>
+          </ApiProvider>,
+        ),
+      );
+      await waitFor(() => !queryByTestId('progress'));
+      expect(mockPagerDutyApi.getServiceByServiceId).not.toHaveBeenCalled();
+      expect(getByText('Service Directory')).toBeInTheDocument();
+      expect(getByText('Create Incident')).toBeInTheDocument();
+      expect(getByText('Nice! No incidents found!')).toBeInTheDocument();
+      expect(getByText('Empty escalation policy')).toBeInTheDocument();
+    });
+  });
 });
diff --git a/plugins/pagerduty/src/components/PagerDutyCard/index.tsx b/plugins/pagerduty/src/components/PagerDutyCard/index.tsx
index b4b20fb25b..308d17a08d 100644
--- a/plugins/pagerduty/src/components/PagerDutyCard/index.tsx
+++ b/plugins/pagerduty/src/components/PagerDutyCard/index.tsx
@@ -52,7 +52,7 @@ export const isPluginApplicableToEntity = (entity: Entity) =>
   );
 
 export const PagerDutyCard = () => {
-  const { integrationKey } = usePagerdutyEntity();
+  const { integrationKey, serviceId } = usePagerdutyEntity();
   const api = useApi(pagerDutyApiRef);
   const [refreshIncidents, setRefreshIncidents] = useState<boolean>(false);
   const [refreshChangeEvents, setRefreshChangeEvents] =
@@ -77,12 +77,16 @@ export const PagerDutyCard = () => {
     error,
   } = useAsync(async () => {
     let service: Service;
-    const services = await api.getServiceByIntegrationKey(
-      integrationKey as string,
-    );
 
-    service = services[0];
-    if (!service) throw new NotFoundError();
+    if (integrationKey) {
+      const services = await api.getServiceByIntegrationKey(
+        integrationKey as string,
+      );
+      service = services[0];
+      if (!service) throw new NotFoundError();
+    } else {
+      service = await api.getServiceByServiceId(serviceId);
+    }
 
     return {
       id: service.id,
@@ -128,11 +132,21 @@ export const PagerDutyCard = () => {
     icon: <WebIcon />,
   };
 
+  /**
+   * In order to create incidents using the REST API, a valid user email address must be present.
+   * There is no guarantee the current user entity has a valid email association, so instead just
+   * only allow triggering incidents when an integration key is present.
+   */
+  const createIncidentDisabled = !integrationKey;
   const triggerLink: IconLinkVerticalProps = {
     label: 'Create Incident',
     onClick: showDialog,
     icon: <AlarmAddIcon />,
     color: 'secondary',
+    disabled: createIncidentDisabled,
+    title: createIncidentDisabled
+      ? 'Must provide an integration-key to create incidents'
+      : '',
   };
 
   const escalationPolicyLink: IconLinkVerticalProps = {
@@ -171,12 +185,14 @@ export const PagerDutyCard = () => {
           <EscalationPolicy policyId={service!.policyId} />
         </CardContent>
       </Card>
-      <TriggerDialog
-        data-testid="trigger-dialog"
-        showDialog={dialogShown}
-        handleDialog={hideDialog}
-        onIncidentCreated={handleRefresh}
-      />
+      {!createIncidentDisabled && (
+        <TriggerDialog
+          data-testid="trigger-dialog"
+          showDialog={dialogShown}
+          handleDialog={hideDialog}
+          onIncidentCreated={handleRefresh}
+        />
+      )}
     </>
   );
 };