April 2024

Insights

The escalation policy ID and name shown in Insights now respect the escalation policy used in the incident as it changes. Previously the escalation policy associated with the incident's service was always shown.

See the developer changelog for more technical details.

March 2024

Public API Support for Status Pages
Status Pages Customers can now CRUD actions to post, update, and manage subscribers for PagerDuty Internal and External Status pages. Learn More.

Unified Alert Grouping on a Single Service

Combine both Content-Based and Intelligent Alert Grouping with a flexible time window for maximum precision and correlation control. Specify which fields and criteria need to be met before Intelligent Alert Grouping is applied on a single service. Now generally available to AIOps customers only. For more information, check out the KB article.

New Enterprise plan for PagerDuty Incident Management

We’ve launched a new Enterprise plan for Incident Management by combining capabilities from our Jeli acquisition with our latest incident management innovations into a single end-to-end offering. The unified platform eliminates guesswork with built-in automation and guides remediation throughout the incident lifecycle. Learn more.

February 2024

Unified Alert Grouping Available for Early Access
Combine both Content-Based and Intelligent Alert Grouping with a flexible time window for maximum precision and correlation control. Specify which fields and criteria need to be met before Intelligent Alert Grouping is applied on a single service. Early access is available now for AIOps customers only. Learn more.

PagerDuty for Customer Service in Salesforce
Release notes for Version 3.13 of the PagerDuty for Salesforce service cloud application in Salesforce appexchange.

• PagerDuty Incident actions to update the PagerDuty incident Conference and Description fields with values from fields in Salesforce.

PagerDuty for Customer Service in ServiceNow CSM
Release notes for Version 2.3 of the PagerDuty for ServiceNow CSM application in the ServiceNow Store.

• Support for ServiceNow Vancouver
• Support for the PagerDuty Widget on the Case Page in the CSM Configurable workspace

January 2024

Sunsetting Incidents Only Setting

Beginning February 2024 we will be sunsetting the Incidents Only service setting. As of this change, new services will not be able to be created via UI or API with the Incidents Only service setting. If you currently use this setting, your services will be migrated automatically with the exception of Webhook V2 or V3 users who have received additional advance communication. Learn more.

Mobile App: Analytics Widget on Home Screen GA

We're excited to announce the general availability of the Analytics Widget on the PagerDuty Mobile App home screen. Users can now Monitor their Team's MTTA and MTTR, plus the count and details of High Urgency Incidents from the previous month until yesterday. The card also highlights the specific date range covered and compares trends with data from 30 days before the selected period.

Small UI change for Event Orchestration

As of January 17, some customers may see a small UI change as we prepare for a staged rollout of improvements to the Event Orchestration rule creation module. This includes an improved drop down to select which actions should be applied to an Event Orchestration.

December 2023

Schedule Layer Copy now generally available

The new Schedule Layer Copy feature speeds up the schedule creation process and addresses different scheduling and rotation needs. It allows you to duplicate an entire layer configuration within a schedule or to copy specific components of an existing layer into a new one. Now generally available for all PagerDuty users. Learn more.

EU: Registering New OAuth Apps is now available

EU accounts can now create new Oauth Apps from the Integrations menu. These apps can be used for their own custom integrations or third-party developers creating an integration to PagerDuty for their customers. Create an OAuth App.

The Analytics Dashboard is now Generally Available

The Dashboard was designed to streamline customers' access to key metrics and reports all on one surface. With a user-friendly navigation system, users can easily drill down into and monitor essential metrics to drive proactive improvements. It provides direct access to Insights Reports for deeper analytics and easier navigation. Accessible to paying customers in the web app by navigating to Analytics Dashboard. Learn more here.

Reminder: Legacy Reports End-of-Life

The legacy Reports have been discontinued on December 11, 2023, and have been replaced by the Insights Reports. We recommend transitioning to Insights Reports to benefit from their advanced features. Learn more here.

Intelligent Dashboards sunsetting on January 15, 2024

The Intelligent Dashboards are being discontinued and replaced by the Analytics Dashboard (available soon). We recommend transitioning to the Dashboard (Analytics menu > Dashboard) to benefit from its advanced features. Learn more here.

Webhooks Public Certificates Expiring Soon

The public certificates used by PagerDuty Webhooks will expire on January 5, 2024. If you have a process that relies on verifying the PagerDuty's Webhooks Certificate, please have your PagerDuty admin download and install the new certificate to avoid service disruptions. Please contact [email protected] if you have additional questions. Learn more.

Introducing Slack as an Incident Contact Method

Response teams can now add Slack as a contact method and use it as a part of notification rules for incident response! As a prerequisite, PagerDuty’s Slack integration must be added to an organization's Slack Workspace. Also, PagerDuty recommends that when setting up a contact method, you always have a secondary option. Review our integration guide.

Round Robin support via Escalation Policy API

It is now possible to use the Escalation Policies API to apply Round Robin to new and existing escalation policies via Terraform or the REST API directly. Teams who rely on automation will be able to use this functionality for their workflows.

For more information, please reference our API documentation.

November 2023

PagerDuty One-Touch Usage ends on Dec 14, 2023

We're sunsetting the "One-Touch Usage" feature on December 14, 2023. This admin feature provides usage metrics for one-touch conference bridges. It has been underused, and offers limited value since consumption-based pricing was never implemented. If you have questions, please contact our Support team.

Updates to Existing Content-Based Alert Grouping

Content-Based Alert Grouping now allows users to customize their grouping time using Flexible Time Windows. Previously, it only featured a static 24-hour time window available for users. Now, users can customize their grouping with either the 24-hour static time window, or the Flexible Time Window. This feature is available for existing AIOps, Enterprise for Incident Management, Digital Operations (Legacy), and Event Intelligence customers. Learn more.

Reduce time to diagnose and next action for Responders

The Automation Actions Log allows Process and Runbook Automation users to curate Automation Action log data. Responders have less searching and comprehension toil with a summarized view of automation results attached to the incident. This feature is now Generally Available for Automation Actions customers. Please contact our Support team if you have any questions about this new functionality.

Reduce Noise Across Services

Global Alert Grouping (now Generally Available to AIOps customers) allows organizations to reduce noise across one or multiple services by using Content-based Alert Grouping with a flexible time window. With this new AIOps feature, teams can experience fewer incidents, improve MTTR by distilling the signal from the noise, and better understand the incident scope. Learn more.

Webhooks Public Certificates Expiring Soon

The public certificates used by PagerDuty Webhooks will expire on January 5, 2024. If you have a process that relies on verifying the PagerDuty's Webhooks Certificate, please have your PagerDuty admin download and install the new certificate to avoid service disruptions. Please contact our Support team if you have additional questions. Learn more.

Legacy Reports to be deprecated on December 11, 2023
The legacy Reports will be discontinued on December 11, 2023 and will be replaced by the Insights Reports. We recommend transitioning to Insights Reports to benefit from their advanced features. For more details, visit our Knowledge Base or contact our support team.

Updates to REST API Rate Limits

Starting Dec 4th 2023, we are rolling out some updates to PagerDuty’s REST API Rate Limit, including:

1. A refreshed rate limiting system to more consistently and accurately enforce REST API rate limits,
2. New response headers within our REST APIs so that customers can programmatically control the request load sent to PagerDuty and
3. Four dimensions used to enforce the rate limit.

Analytics API Service is Generally Available

The Analytics API Service is now GA, ensuring we continue to be API-first. We removed the X-EARLY-ACCESS header requirement for all Analytics endpoints, added seven new endpoints, and we also added new escalation/reassignment metrics and filters to existing endpoints. The AAS powers our Insights reports, which are available to all paying customers.

You can find more information on the PagerDuty Developer Platform.

Analytics Dashboard in Early Access

The new Analytics Dashboard allows you to easily monitor key metrics in one place! The dashboard links to Insights reports for deeper analytics and easier navigation. Sign up now to get Early Access to this feature. Access it via Analytics Dashboard.

Mobile App: Status Dashboard Widget on Home Screen GA

We're excited to announce the general availability of the Status Dashboard Widget on the PagerDuty Mobile App home screen. This widget displays your top 3 impacted business services in order of priority. It provides a quick and easy way to monitor disruptions and stay informed.

You can learn more by reading this Knowledge Base article.

October 2023

Rich Text and Hyperlinks Support for Status Pages

Status Pages Customers can now use Rich Text and Hyperlinks to communicate real-time operational updates more clearly and easily. This allows more emphasis on instructions and provides clickable links. Delivering even more exceptional customer experiences to their customers. Learn more.

Previous Services List view deprecated from October 25

On October 25, 2023, PagerDuty ends support to the previous Services List view. The Service Directory page is now the single source of truth for all service-related information. Learn more.

See your event volume in detail

As of October 17, account admins can dig into the sources of their organization's event volume broken out by the routing key receiving these events via the Event Volume Detailed Breakdown table. This can help teams manage their events and identify keys or services that drive their event volumes. For more information, please see this Knowledge Base article.

Announcing Private Status Pages General Availability

Customers can use Private Status Pages to proactively and securely communicate real-time operational updates with their stakeholders via Single Sign-On (SSO) without requiring a PagerDuty account. By doing so, they can consolidate communication tools, drive operational efficiencies, and break down silos to deliver exceptional customer experiences.

ServiceNow Customer Service Management Integration

Review release notes for version 2 of the PagerDuty for ServiceNow CSM application in the ServiceNow store. PagerDuty Ruleset for ServiceNow CSM. Automate actions in PagerDuty and ServiceNow CSM when conditions on a PagerDuty incident or ServiceNow case are met. Learn more here.

September 2023

Service Event Rules Migration now generally available

All accounts now have access to the new Service Event Rule to Service Event Orchestration migration tool. This tool will allow users to migrate all the rules in a service event ruleset to Event Orchestration at the push of a button. This functionality can also be triggered via API. For more information, check out our Knowledge Base.

New Teams Workflow Action: Create Incident Chat Room

Along with Create a Meeting, customers can now create a dedicated Incident chat room via PagerDuty Workflows. The incident chat will include an incident notification card with real-time incident updates and incident action buttons. It will also automatically add responders that have been added to the incident. Learn more in our Integration Guide.

New Wizard UI available for App Registration

We have been listening to a lot of feedback on our App Registration experience. We made minor tweaks to it with our API Scopes launch in May 2023 and helped our developer reduce the time to register by 30%! But, we wanted to do more. Hence, presenting a much smoother and better wizard experience for our developers to help them go through their app registration journey, whether its their 1st or not. Enjoy!

Service Standards API now generally available

With the Service Standards API, users can now pull the following data on their Service Standards:

• A list of all standards of an account
• A list of how a set of resources score on their standards
• How a resource is scored on its standards

Also, Admins and Account Owners can change the description of a service standard.

For more information, please read Service Standards in our Knowledge Base.

Insights Reports and Analytics API now in Early Access

All paying customers now have access to the Insights Reports. These reports are loaded with interactive visualizations, drill-down capabilities, and detailed response effort data. Check them out in the Analytics dropdown marked as “New.” We’ve also opened the Analytics API to all plans so teams can access incident response and detailed responder data directly in their preferred analytics platform. Check the Knowledge Base article for more information.

August 2023

Custom Fields in Status Updates Templates now available

Custom Fields in Status Update Notifications Templates (STUNTs) help response teams to share important information from 3rd party integrations or company-specific incident data with stakeholders. Also, the selection of available standard fields in STUNTs was expanded to include "Assignments”, “Urgency”, and “Previous Status Updates”, so teams can add even more context about the incidents at hand.

To learn more, check out our Knowledge Base article.

Schedules upgrades now generally available

The final set of upgrades to the scheduling pages is now generally available for all customer accounts. Layers can be renamed and rearranged in both schedule creation and scheduling editing. Users with at least an admin base role can add or remove teams when editing a schedule. The restrictions modal was redesigned to become more intuitive.

Learn more by checking out our Knowledge Base article.

July 2023

Incident Workflow Templates Now Generally Available

We’ve made it easier for you to get off and running with Incident Workflows by introducing templates, which provide a helpful starting point and show best practices. Now, when you navigate to Incident Workflows you will see 3 templates: Major Incident Workflow, Collaboration Workflow, and Update Stakeholders Workflow. Try templates for yourself or learn more by visiting our knowledge base.

PagerDuty for Customer Service in Zendesk

The ability to use PagerDuty Incident workflows from the customer service application in Zendesk.

PagerDuty for Customer Service in Salesforce

Release notes for Version 3.10 of the PagerDuty for Salesforce service cloud application in Salesforce appexchange. The ability to use PagerDuty Incident workflows from the customer service application in Salesforce.

Status Pages Import Subscribers is now available

Customers can now effortlessly import their email subscribers in bulk using CSV, making it easier to migrate from other tools and automatically subscribe large number of customers. Learn more.

Incident Workflow Templates Now Generally Available

We’ve made it easier for you to get off and running with Incident Workflows by introducing templates, which provide a helpful starting point and show best practices. Now, when you navigate to Incident Workflows you will see 3 templates: Major Incident Workflow, Collaboration Workflow, and Update Stakeholders Workflow.

Status Page Postmortems is now available

Customers can now add retrospective incidents to their Status Pages after an incident is resolved, providing an opportunity to tell their customers what went wrong and what they are doing to avoid similar incidents in the future. Learn more.

June 2023

Microsoft Teams Create Meeting via Incident Workflows
Customers can now add a new action to an incident workflow that creates a Microsoft Teams Meeting. This meeting will be attached to an incident and enable incident response in a conference bridge and an incident chat room. Check out our Knowledge Base article.

Modernized Navigation feature for Android Mobile App
The Modernized Navigation feature for Mobile is now also available for Android users. This update lets users switch between screens easily without tapping the hidden hamburger menu and relaunching screens. Moreover, the user's history will be preserved while navigating multiple screens simultaneously. Check out our Knowledge Base article.

New Status Pages Features

PagerDuty Status Pages launches a few features this month.

• Customers can now use the Scheduled Maintenance feature to keep their customers proactively informed about when they are going to be unavailable due to maintenance. They can easily add the information to their status page while sending real-time notifications to their subscribers
• Status Page Templates feature provides customers with a way to standardize their incident and maintenance posts for quick reusability. Customers can improve trust and speed up the communication process by leveraging this feature to avoid repetitive copying and pasting of updates and ensure a consistent way of communication across posts
• Customers can now allow their customers to get incident and maintenance updates via both Webhook and Slack Notifications
• Customers can now leverage the enhanced Status Page Management feature to define which teams, besides the original page creator, can edit or delete their status pages. "

Change to Event Rules

We will be encouraging users to leverage Event Orchestration instead of Event Rules for better user experience. New services created will process events via Service Orchestration by default. You have the option to switch back to Event Rules if you choose. Existing services will continue to process events through whatever tool is the currently selected default (either Service Event Rules or Service Orchestration Rules).

In-product trial of Runbook Automation is now available

Runbook Automation is an integral component of the PagerDuty Operations Cloud and it allows you to automate your most common troubleshooting procedures in your incident response process. Runbook Automation empowers first line responders to diagnose and remediate incidents without disrupting the work of senior engineers.

This trial is available for existing PagerDuty customers on Business and Digital Ops plans. There are two paths to request or sign up for a trial: the Automation Actions page or through the 'Run Actions' button on resolved incidents on the incident details page. Please contact your account team if you would like assistance with your trial.

May 2023

Improved Sidebar Visibility Control In Jira Server App

Upon upgrade to v4.3.3, Jira Admins can choose the default visibility of the PagerDuty sidebar widget. It will remain auto-displayed for projects mapped to PagerDuty, but Jira Admins can now bulk hide the widget for all non-mapped and newly created projects. This will eliminate manual work for the Jira Admin who needs the widget hidden by default for projects not intended for PagerDuty usage. Upgrade to v4.3.3 Jira Server app on the Atlassian Marketplace.

Scoped OAuth is here!
You asked, we listened. Scoped OAuth gives you more control over API access at a PagerDuty resource-level. It allows your private application to act as an app and controls access to your PagerDuty account data by the scopes it is granted. Checkout App Registration (formerly Developer Mode) under the Developer Tools list on the Integration menu. To learn more, read our Scoped OAuth developer documentation.

View CSOps Integration Links in Slack and MS Teams
Responders will be able to access additional details from Zendesk and Salesforce within chat. Instead of needing to search for related cases, this update saves time during an incident when users are collaborating in Slack or MS Teams, but need to jump to the Zendesk or Salesforce list of cases. Learn more here:

• Slack
• MS Teams

PagerDuty for Customer Service in Salesforce

Release notes for Version 3.9 of the PagerDuty for Salesforce service cloud application in the Salesforce AppExchange. The option to select if the Salesforce object description should sync with the PagerDuty incident description at Salesforce object or PagerDuty Incident creation.

PagerDuty for Customer Service in Zendesk

The option to select if the Zendesk ticket description should sync with the PagerDuty incident description at Zendesk ticket or PagerDuty Incident creation.

Slack Integration Reliability Improvements

We have made a number of improvements to enhance the reliability and performance of our Slack integration experience:

• We now soft delete the data for 30 days and allow customers to reinstate their own data by re-connecting workspace mapping. This avoids the need for data restoration.
• To improve the performance of fetching channel lists, we now only fetch slack channels that the PD user has slack permissions for and the fetching process will only begin once a user tries to create and edit a connection. Also, the full list of channels will not show by default.

New Fields Available in Status Update Notification Templates

We have expanded the selection of available fields for Status Update Notification Templates to include “Business Impact,” “Conference Bridge,” and “Slack Channel.” These new fields help response teams add important context about the incident at hand to their communications to stakeholders. To learn more, check out the Knowledge Base article.

New Fields Available in Status Update Notification Templates
We have expanded the selection of available fields for Status Update Notification Templates to include “Business Impact,” “Conference Bridge,” and “Slack Channel.” These new fields help response teams add important context about the incident at hand to their communications to stakeholders. To learn more, check out the KB article.

Status Update Notification Templates now available as an Incident Workflow Action
Rather than manually crafting update messages from scratch, response teams can use templates to drive efficiency and consistency in their stakeholder communications. These templates can now be accessed from the “Send Status Update” workflow action and automatically sent when a workflow is triggered. To learn more, check out the KB article.

April 2023

Migrate Event Rules your way

As of June 12, 2023 PagerDuty will be sunsetting Event Rules. As the next evolution of Event Rules, Event Orchestration is now the best way for users to compress rule volumes, improve noise reduction, and automate manual work. June 12, 2023, Event Rules will go into a frozen state. They will still work, but no longer be editable. To migrate Event Rules to Event Orchestrations, click the button next to each ruleset to copy it over. Or, migrate to Event Orchestration at scale via API. For more information, check out the Knowledge Base article.

Improvements for the routing rules page

Users can now view routing rules faster and search them easier with lazy loading and search capabilities on the routing rules page. Users can search for a routing rule based on service name to quickly edit routing logic for a service.

Global Event Orchestration is generally available for PagerDuty AIOps customers

PagerDuty's Global Event Orchestration is generally available as of April 3, 2023. Global Event Orchestration's powerful decision engine enriches events, controls their routing, and triggers self-healing actions based on event data. Teams can use this functionality across any or all services within PagerDuty. This feature is available with the purchase of PagerDuty AIOps. For questions about Global Event Orchestration, you can read this blog.

Introducing PagerDuty AIOps: Harnessing the Power of AI to Transform Modern Operations for the Enterprise

PagerDuty is excited to announce the launch of a new AIOps solution that allows IT and SRE teams to adopt AIOps quickly and pay only for what they use. For more information about PagerDuty AIOps, see our Knowledge Base article or take our new product tour.

March 2023

New: Run Incident Workflows from ServiceNow or Jira Server

Incident Workflows allow teams to use a no-code/low-code builder to create custom workflows that automate manual steps of the incident response process. Now, this powerful capability can be run directly from within the ServiceNow incident record or Jira Server issue to unify your data and tools for incident response. These updates can be accessed through the v7.9 ServiceNow and v4 Jira Server integrations, respectively. To learn more, read the KB articles: ServiceNow | Jira Server

Major Changes to Schedule Details Page

On March 14th, the first sets of significant changes were rolled-out to the Schedule details page, providing a more user-friendly interface with enhanced visibility to Schedule metadata and unified override modals. These modals allow users to easily override a specific shift or time. The most important information is now immediately visible, with Users, Escalation Policy, and Teams nested beneath. For more information about these changes, read the latest Knowledge Base article.

Enable and disable rules in Event Orchestration

Users can now disable and enable rules in Event Orchestration. This allows users a higher level of control over which rules are executed. Instead of needing to remove and re-add rules as needed, you can now disable and enable them with the click of a button for quick editing. For more information reach out to your account team.

Salesforce Service Cloud V3.8 is now available

Upgrade to the new version of the named credential feature from Salesforce, now available in in Salesforce appexchange. This replaces the Legacy named credential feature that has been deprecated by Salesforce. Visit the PagerDuty knowledge base for more information.

Slack, Microsoft Teams, and Zoom details added to Incident log Entries

Customer will now be able to see Slack, Microsoft Teams, and Zoom details via the Incident log Entries. This will ensure customers know when a responder was successfully added to a channel and can access the link from all PD interfaces. If you have any questions please reach out to [email protected].

February 2023

PagerDuty for Customer Service in ServiceNow CSM is now available
PagerDuty for Customer Service in ServiceNow CSM is now available. Customer service teams can now see the status of active incidents in PagerDuty right from ServiceNow. With this new application agents can create incidents and view any notes or status updates made by development or ITOps teams to accurately and efficiently respond back to the end customer in PagerDuty from ServiceNow. This bridges the gap between Customer Service and Technical teams, engaging the right people in real time to get ahead of customer issues. Check us out in the ServiceNow app store.

Schedules UI enhancements now GA
As of February 28, 2023 all users will see minor changes to Schedules including improvements to the UI and streamlined panels on the schedule details page. For any questions, please reach out to [email protected].

PagerDuty University Admin & Account Owner Permissions Course
Account Owners and Admins have special permissions that no one else has. Only they can add new users and update other users’ object roles, see how many full user licenses and stakeholder licenses are available in the account, among many other settings.

Our Admin & Account Owner Permissions Course will teach you what these features are and how to manage their settings in PagerDuty.

January 2023

Status Update Notification Templates latest updates now generally available!
With organization-based templates, companies can now customize and standardize communications based on impact, service areas, and more. This functionality will be also available via API, so teams are able to customize and leverage status update notification templates to fit their needs in any context. Watch this demo to see the templates in action.

Custom Fields on Incidents Early Access Begins Next Week
Custom fields give users the flexibility to display critical information on incidents. Teams can aggregate data from several existing systems of record into a 360 degree view of incident response, reducing the time responders spend searching for key data, and ultimately lowering MTTR. Custom Fields on Incidents will be available on web and the API. Learn more in our KB article and sign up for Early Access.

Incident Workflows Generally Available Next Week
Get more flexibility and control over your incident response processes by reducing the manual work required to carry out the right response. Utilize a no-code/low-code builder to create unique Incident Workflows for any use case that trigger an orchestrated response using if-this-then-that logic. Incident Workflows are available to Business, Enterprise for Incident Management and Digital Operations (Legacy) plans only, and will fully replace Response Plays. Upgrade your Response Plays to Incident Workflows. Watch the demo, read the KB article, and try out Incident Workflows–Generally Available next week!

Schedules UI enhancements coming soon
Beginning February 7, 2023, users will see minor changes to Schedules including improvements to the UI and streamlined panels on the schedule details page. For any questions, please reach out to [email protected].

New Login experience for PagerDuty
We are simplifying the login experience for PagerDuty, starting next week. You may notice changes to the login page, if you have any questions you can find the answers here.

PagerDuty Process Automation and Rundeck version 4.9.0
This release introduces the beta for Plugin Groups, which simplifies the configuration of plugins so users can build more automation faster. Now users have a graphical interface for configuring plugin properties at the project and system level using predefined sets of properties on a per plugin suite basis. Read the release notes for more info.

Webhooks Public Certificates Expiry
The public certificate used by PagerDuty Webhooks will expire on January 8, 2023. If you have a process that relies on verifying the PagerDuty's Webhooks Certificate, please have your PagerDuty admin download and install the new certificate to avoid service disruptions. Please refer to this page to download a new certificate and for additional information about PagerDuty public certificates. Please contact [email protected] if you have additional questions.

December 2022

Product limit: Email subject line truncation
This change truncates reminder email subject lines to 250 characters or less. This will affect on-call reminders, incident alerts, and add responder requests. For any questions, please reach out to [email protected].

New mobile login experience
The login experience will begin with requiring you to enter your email address. Your email address will then drive the rest of the login experience, presenting the you with more streamlined and relevant options at every step. If you have additional questions, please contact [email protected].

Easier Allow-list Subdomain User Experience
Account Owners will be able to quickly change the behavior of the Email Domain Allow List in the Email Domain Restriction section. The new experience consists of the addition of an “Allow Subdomains” check box on the Account Settings page -- it will be unchecked by default. This default maintains the current functionality, which requires explicit enumeration of every sub-domain that needs to be allowed in the Email Domain Allow List. When the check box is checked however, only top level domains need be specified in the Allow List, and the sub-domains below them are automatically inferred. Please contact [email protected] if you have additional questions.

Generic Webhooks v2 EoL extension
Previously we had communicated that generic webhooks v2 would be deprecated at the end of March 2023. We have decided to postpone that date until further notice. It is important to remember that: 1. The end-of-support date that we initially communicated (October 2022) is still valid. This means that we no longer accept any new features requests for webhooks v2. 2. This extension does not apply to specific integrations (e.g. Slack) that have their own end-of-life schedule. Please refer to this page for more information about Webhooks. If you have additional questions please contact [email protected].

November 2022

The general availability of New Mobile Home Screen - November 14, 2022
The new PagerDuty Mobile Home Screen Experience puts "my open incidents" front and center, so the top recent incidents and related details are easily seen. Responders who want a broader awareness of digital operations can easily access non-incident information like on-call shifts and impacted technical services. This is just the latest in a series of new mobile app enhancements we've rolled out this year. You can learn more by reading knowledge base article.

New product limit as of October 25, 2022: Max # Schedule Layers
The incident response product team is introducing a patch to a previously created product limit to our Schedule API. The Schedule API will no longer allow customers to add Schedules with more than 60 layers. Schedules that already have 60 layers will continue to be editable via the API as long as those updates do not increase the number of layers. This will not affect most customers. If you have any questions, please reach out to [email protected].

Expanded Incident Response Functionality in Microsoft Teams
Starting 11/9/2022 incident responders will soon be able to perform additional incident management actions from MSFT Teams, including: changing priority, reassigning, adding responders, escalating, and performing PagerDuty Automation Actions. You can read more about this features in this blog. If you have any questions, please reach out to [email protected].

Sign up for Incident Workflows Early Access
Use a no-code/low-code builder to create customizable incident workflows that will reduce the manual work required to escalate, mobilize, and orchestrate the right incident response for any use case. Automatically trigger an orchestrated response using if-this-then-that logic to sequence common incident actions, such as adding a responder, subscribing stakeholders, or starting a conference bridge. To learn more, check out our KB article and sign up for Early Access.

Product Launch

Everyone wants fewer incidents, faster resolution, and better customer experiences. But how can you get there? And soon. As the market leader on end-to-end incident response, we’ve released a new set of capabilities to help you do so.

Watch the webinar replay anytime for a deep-dive into these new updates, like:

• Incident Workflows: Automate a series of steps during incidents (like setting up a Slack channel and notifying stakeholders), so responders don’t have to do it manually.
• Status Pages and Notification Templates: Proactively communicate standardized operational updates to specific audiences in real time.
• Flexible Time Windows for Intelligent Alert Grouping: Get more precision and greater flexibility when tuning out system noise during selected times.
• Incident Response Ops Guide: We’ve collected our own learnings from years of incident reviews and process refinement in this refreshed reference guide.

Let us know if you’re interested in joining our Early Access Program.

October 2022

Status Update Notification Templates latest updates now early access!
With organization-based templates, companies can now customize and standardize communications based on impact, service areas, and more. This functionality will be also available via API, so teams are able to customize and leverage status update notification templates to fit their needs in any tool or context. To be added to our early access list, please fill out this form.

The newest version of our Salesforce application is now available
PagerDuty's latest version of our Salesforce application, v3.7 is now available. Some benefits of this latest versions are:

• Webhook Extension upgrade to PagerDuty webhooks v3 - This upgrade allows extensions to be added at the account level instead of the service level with webhooks v2
• New Salesforce Extension page and the ability to see what Salesforce accounts are connected to PagerDuty
  -Default Object mapping for the salesforce incident object with the standard integration
  -The ability to select if rulest actions should be limited to PagerDuty or Salesforce objects created as part of the ruleset flow.

Visit our Salesforce integration guide for more details. If you have additional questions, please reach out to [email protected].

Operational Updates to Event Orchestration
Based on customer feedback, we’re launching updates to Event Orchestration to aid in overall ease of use, including:

• Recent event view now includes the ability to select json payload objects and have them converted to EO rule conditions
• Orchestration will aggregate all prior applicable rules for the selected rule, summarizing the relevant conditions as well as the actions that will be applied to ingested events
• Page names will be standardized to better align with nomenclature in PagerDuty Knowledge Base

Product Notice: Event Rules EOL Delayed to April 2023
To give our customers more time to plan their migrations to Event Orchestration, we are delaying the End-of-Life for the Event Rules feature to April 2023. When this happens, we will auto-migrate any Event Rules over into Event Orchestrations, one-to-one. Learn More

Check out PagerDuty's new seamless solution for Automated Diagnostics for AWS
We just launched Automated Diagnostics for AWS in PagerDuty to help our customers quickly triage problems in AWS environments. This soliution consists of a seamless integration of Automation Actions and Runbook Automation connected to PagerDuty Incident Response and PagerDuty Event Orchesration. It provides prebuilt common diagnostics for frequently used AWS services, and an easy way to add your own diagnostics. Learn about the new solution here

Updates to the PagerDuty Admin Experience Coming Soon
We have created a new experience for the user and subscription management pages. Account admins will now be able to quickly understand which licenses each user has been assigned and how many licenses of each license type have been deployed. You will see the following changes:
• The Users List page will be the place where you manage user licenses.
• Role assignment will no longer be available from the Individual User Details page.
• On the Subscription Management page, the plan details and billing summary will show multiple base licenses where applicable.

Your existing license assignments will not change. All corresponding updates to our APIs will be documented here. We will roll out these changes gradually over the next 2 months. If you have additional questions, please contact [email protected].

September 2022

v1 Webhooks EoL (End of Life) is next month
This is a follow-up reminder to previous communications. The End of Life date for v1 Webhooks is 10/31/2022. This means:
• You won’t be able to create new v1 Webhooks or use existing connections to v1 Webook extensions.
• Apps or integrations that are using v1 webhooks will stop working.
For more details and steps to migrate to v3 Webhooks please refer to this page. If you have additional questions, please reach out to [email protected].

New! Create and manage maintenance windows through PagerDuty Mobile App
Maintenance Windows feature for PagerDuty mobile app is generally available starting September 15th, 2022. Maintenance windows temporarily disables a service, including all its integrations, for a set period of time while it is in maintenance mode. Now, users away from their desk or office have the flexibility to create, update and delete maintenance windows through PagerDuty mobile app. You can learn more about the mobile maintenance window through Knowledge Base Articles or try it out by downloading iOS or Android.

PagerDuty Process Automation 4.6.0 & Rundeck Community 4.6.0 is released
Check out the new features and enhancements for PagerDuty Process Automation (formerly Rundeck Enterprise) and PagerDuty Runbook Automation and Rundeck Community included in this release. This release includes a new plugin for AWS Athena that job definitions to include SQL queries against Amazon S3, an enhancement of the Amazon ECS node source plugin to handle multiple clusters within the same region, and a number of security and compliance updates, and bug fixes.

View our Twitch stream review of this release live on Tuesday, Sept 13, at 10AM Pacific.

View the release notes here.

August 2022

New Mobile Service Maintenance Window - Early Access
We will gradually release the new PagerDuty Mobile Maintenance Window for Early Access starting on August 23, 2022. The release of the mobile maintenance windows temporarily disables a service, including all its integrations, for a set period of time while it is in maintenance mode. Now, users away from their desk or office have the flexibility to create, update and delete maintenance windows through PagerDuty Mobile App. You can learn more about the mobile maintenance window through Knowledge Base Articles or try it out by downloading iOS or Android.

New option to display PagerDuty on the sidebar for relevant projects for Jira Cloud customers, available in September.

• For new Jira Cloud customers, PagerDuty will not be displayed by default on the sidebar of all Jira Projects.
• For existing Jira Cloud customers, JIRA project admins will have the ability to hide or display PagerDuty on the Jira sidebar per project.
• If you have any questions, please reach out to your PagerDuty account team or Customer Support ([email protected]).

Annual marketplace app re-certification for Jira Data Center Integrations
We have officially re-certified our Jira DC (Data Center) integrations for another year, maintaining our DC Approved Status in the Atlassian marketplace.

Remedy Integration ownership transferred to KTSL
PagerDuty has handed the Remedy integration to a partner called KTSL who will take it over going forward. The integration is now built and supported by KTSL as outlined here.

New components now available on status.pagerduty.com
We have added several new components for customers to subscribe to on status.pagerduty.com. Existing subscriptions will remain intact. These new components include:

• Incident Timeline and Alert Logs
• Services
• Schedules and Escalation Policies
• Users and Teams
• Change Events
• Business Services/Status Dashboard
• Account Settings

PagerDuty App update in Salesforce appexchange.
There is a minor update to our PagerDuty App in the Salesforce app exchange that improves the PagerDuty logs page with date filters as well as the logs that needed to be deleted thorough the delete interval on the on the PagerDuty configuration page.

Product Notice: Event Rules will EOL and migrate to Event Orchestration in January 2023
In order to deliver a robust and reliable experience for our customers, we will End-of-Life the Event Rules feature in January 2023. Don’t worry: In support of this EOL, we will auto-migrate any Event Rules you are using over as Event Orchestrations, one-to-one. From then on, you’ll be able to do everything in Event Orchestration that you can in Event Rules today. To learn more, visit PagerDuty's knowledge base or contact your account manager.

New Default iOS Notification Tone for “Add Responder” Requests
Starting on August 2, 2022 the iOS notification tone for “add responder” requests will change to make it more distinguishable from non-PagerDuty notifications. Previously, responder requests used the default iOS notification tone, but with this update, responder requests will use the “PagerDuty Alert” noise. If you have any questions, please reach out to your PagerDuty account team or Customer Support.

Empowering Customer Service Agents with Automation
PagerDuty Automation Actions is now available within the PagerDuty application in Zendesk. With Automation Actions, agents can automatically validate problems and capture critical information instantly for the team to diagnose and resolve. Agents are empowered to validate customer-impacting issues and run automation actions directly from the PagerDuty app in Zendesk. To learn more, visit PagerDuty's knowledge base or contact your account manager.

Restricted Access Users can now manage Webhooks V3 for their teams
Restricted Access Users with a Manager Team Role, will now be able to manage Webhooks V3 integrations for their team(s). The operations team will no longer depend on Global Admins and Account Owners to manage its day-to-day operations.

July 2022

Service Standards now generally available to all customers
Use Service Standards to improve operational maturity and provide a better customer experience by establishing criteria that standardizes what ‘good’ looks like across teams. Configure services according to best practices and scale service ownership across the entire organization. To learn more, check out the Knowledge Base article or watch the webinar on-demand.

June 2022

PagerDuty for Google Chat is now available
PagerDuty for Google Chat was built by Google in tight collaboration with PagerDuty. PagerDuty for Google Chat enables incident responders to get notified, initiate resolution, and focus on the problem at hand without switching context from your Google Space. Learn more about PagerDuty for Google Chat by reading our integration page.

The new minimum OS requirement for PagerDuty mobile app
We are introducing the new minimum OS requirements for PagerDuty mobile. The future versions of PagerDuty mobile app will require Android 9.0 and iOS 14.0 or later. This minimum change is to ensure our mobile users are getting:

1. Better data security for PagerDuty mobile
2. New and better mobile experiences on the latest operating system
3. Latest innovation by taking advantage of the most up-to-date devices and their capabilities. Please ensure your device is upgraded to the continue receiving mobile app updates.

PagerDuty Summit
We hope you could join us last week for PagerDuty Summit to hear about all of our product announcements. If you'd like to check out any of our sessions, or read deeper into our product announcements check out:

• Our launch blog with details on the highlights of the launch.
• Replays of all of our Summit sessions - keynotes, customer sessions, and product deep-dives.
• Our What's New page where you can see the launch details at a glance and express interest in participating in early access.

Restricted Access Users with manager permissions can now manage their Slack channel connections
PagerDuty customers on Next Generation Slack V2 on Webhooks V3 using the Restricted Access User (RAU) role with manager permissions can now manage their Slack channel connections. The Slack connection management page is accessible via the service page integration tab. When viewing that page, users will see all connections, but will only be able to edit the ones for which they have permission.

Customer Service Operations Release Notes

Salesforce

Release notes for Version 3.6 of the PagerDuty for Salesforce service cloud application in Salesforce appexchange.

• The ability to Edit incident details - Title and Priority, from the incident command console
• The ability to view the information for a conference bridge and Join from the incident command console
• The ability to Run an Automation Action from the incident command console
• The ability to select an Automation Action as a ruleset action when creating a rule in Salesforce
• The ability to view the output report for an automation action from the incident command console
• The ability to schedule log delete duration between 1 and 90 days. The default duration remains 60 days.
• Hard delete for PagerDuty logs. Logs will no longer be stored after they are deleted.
• Reduced future Apex usage for rulesets processing. Future jobs will be scheduled for just events that match the rule conditions where there are rule actions to execute - each job will be processed individually.
• Increase in log processing time out time from 30 seconds to 120 seconds.

For more details, please read the Salesforce Service Desk Integration Guide.

Zendesk

Release notes for the PagerDuty application in Zendesk Marketplace

The ability to Edit incident details - Title and Priority, from the incident command console
The ability to view the information for a conference bridge and Join from the incident command console
The ability to view technical Incident details in the Status dashboard
The ability to subscribe to technical incident details from the status dashboard

For more details, please read the Zendesk integration guide.

Terraform Support for Event Orchestration Now Live
Create, maintain, and update event orchestrations at scale using Terraform. Check out the developer docs.

Service Standards GA starts ramping on June 20th
Use Service Standards to improve operational maturity and provide a better customer experience by establishing criteria that standardizes what ‘good’ looks like across teams. Configure services according to best practices and scale service ownership across the entire organization. This feature will begin ramping to customers on June 20th and should reach all customers by mid July. Learn more about Service Standards here.

Reauthorize Microsoft Teams Application
With PagerDuty’s authorization upgrade to Curity, our integrations will begin automatically refreshing expired tokens on a bi-yearly basis. Before PagerDuty can begin auto-refreshing the tokens for our Microsoft Teams’ customers, some customers’ teams will need to be initially manually refreshed. You will receive an email about this if you are currently using PagerDuty’s Microsoft Teams application for incident management and need to reauthorize your teams with old tokens.

Action Needed: Perform reauthorization for PagerDuty application in Teams with expired tokens as soon as possible:

1. an instructional notification will be sent to the ‘general’ channel of all Teams with an old authorization token and
2. the Teams user that originally completed the app authorization will receive a direct message prompting them to reauthorize.

Teams with old/expired tokens will no longer post incident notification into channels. Please reauthorize immediately to resume incident management in Microsoft Teams.

The notifications will walk you through Option 1 in Reauthorization Instructions.

Please Note:

• You will only need to perform this action once; moving forward tokens will automatically be refreshed
• Not all teams need to be reauthorized; if a team has an active token you will not be prompted and the application will refresh the token automatically. This update only impacts old expired tokens.

Action Owner: PagerDuty Admins, Account Owners, and Managers have the appropriate permissions to reauthorize Microsoft team connections to PagerDuty.

If you have any questions or concerns; please reach out to PagerDuty support for assistance.

May 2022

The refreshed Schedules List UI is now live
The Schedules List UI refresh is now generally available on all accounts. This new visual experience helps you find the information you need easier and faster while giving you more flexibility. Additionally, this page now allows for:

• Enhanced search functionality
• Toggling between all schedules and team schedules
• Collapsing or expanding information based on the level of detail needed
• Easier schedule comparison with time windows displayed
• Streamlined view of on-call responders with shift times

Now ramping: Status update notification templates
Status update notification templates allow you to add the content and context you need for internal communications during incident response. Add logos and hosted third party images as well as format the text to company communication standards. Easily include incident details with a drop down menu that populates key information as needed. This feature has started ramping to customers and should reach all customers by mid June.

New SMS Formatting Standard for Incident Notifications
Starting May 23, PagerDuty will begin standardizing the way that incident notifications are formatted for SMS. Going forward, all SMS incident notifications (including status updates) will start with the prefix [PagerDuty]. Read the Knowledge Base article for more information.

New version of PagerDuty App for Splunk
The latest release of the PagerDuty App for Splunk (v 4.0.1) is now GA.

Maximum Open Incidents Per Service Set to 100K
There is a new product maximum of 100,000 open incidents allowed per service. With this change, services with over 100K open incidents will automatically have the auto-resolve setting enabled and set to 24 hours. This means that any new incidents on those services will be automatically resolved after they have been open for 24 hours and no further notifications will be sent for those incidents.

Most customers will see no impact. If you do run into this, it’s important to note that too many open incidents on a service is an indicator that your PagerDuty configuration could be optimized. To reduce the open incident count, we recommend using the update an incident API to bulk resolve incidents. Additionally, you can use this script for an automated way to bulk resolve incidents.

Update to Manage Incidents API
We’ve added two new product limits to the manage incidents endpoint to provide a better customer experience:

• Maximum number of requests per minute to the endpoint will be limited to 500.
• Maximum number of incidents that can be updated per API request will be set to 250 (previous limit was 500).
  We recommend that impacted customers update their scripts to disperse incidents updates out across a longer period of time. Please refer to our API documentation for more information.

Copy/Paste Event Orchestration Rules Now Available!
Users can now “copy” any Service Orchestration rule and then “paste” that rule into any Service Orchestration! With this feature, users can reuse rule conditions & actions, while still having the ability to tweak those conditions/actions for each specific service/orchestration. See the knowledge base article for [more information]. (https://support.pagerduty.com/docs/event-orchestration)

Event Orchestration + PagerDuty Automation Actions Integration
The integration between Event Orchestration and PagerDuty Automation Actions is live. By combining nested event orchestration with machine learning and precise, targeted automation triggers means that it’s possible to action an incident before responders even get paged. This integration helps teams automate common diagnostics and enable self-healing for recurring and well-understood types of incidents, resulting in reduced MTTR and escalations to specialists. To learn more, visit the PagerDuty Knowledge Base
.

April 2022

Safelist PagerDuty’s Webhooks IP Addresses
Starting on May 5, 2022, the official list of IP addresses that PagerDuty uses to send Webhooks calls will be provided on this page. Please safelist these IP addresses to ensure service continuity.

New AWS Plugins for Automated Diagnostics
By providing first-responders with diagnostic data that is typically only retrievable by domain-experts, the need to pull in more people for troubleshooting incidents is reduced significantly. New AWS plugins make it easier to get up and running with auto-diagnostics fast! Plugins with CloudWatch Logs retrieve diagnostic data from AWS infrastructure and applications. Systems Manager plugin allows users to manage their global VM footprint with security best-practices. Request a demo to learn more.

Customer Service Operations Integrations April Release (Salesforce Service Cloud v 3.5 and 3.5.1)

All release notes for 3.5 and 3.5.1 apply to the PagerDuty for Salesforce Service Cloud application located in the Salesforce AppExchange.

• Integration with the new Salesforce Incident Management object. Bidirectionally integrate PagerDuty incidents with Service Cloud incidents, keeping both in sync and up to date. This feature also allows agents to manually link a PagerDuty incident to a Salesforce incident.
• Ability to escalate PagerDuty incidents from the Salesforce command console.
• Ability to add subscribers from the PagerDuty command console.
• Ability to search for open incidents from the PagerDuty command console. This allows agents to quickly and easily link a Salesforce case to an existing PagerDuty Incident.
• Enhanced PagerDuty Ruleset actions:
  • Ability to add a Salesforce user as an available dropdown option.
  • Ability to add subscribers in order to receive incident status updates.
  • Ability to automatically create a Salesforce incident after a PagerDuty incident is opened.
• EU service region (v 3.5.1):
  • PagerDuty service regions allow customers to choose the geographic region of the PagerDuty data centers that host their account. Currently, the available options are the United States (US) and Europe (EU). For configuration details, please read the Salesforce Service Desk Integration Guide.
• Performance Improvements:
  • Ability to enable or disable case creation or case comment triggers. If disabled, this will reduce the number of triggers. This also allows greater flexibility for companies that want to perform custom actions before the rule engine is invoked. This feature is found in Salesforce under PagerDuty Configuration Object Mappings tab.
• Logging Improvements:
  • Improvements to reduce the number of logs created by the PagerDuty integration.
  • Log deletion queries now run once per day to delete logs more than 60 days old. This will help improve and mitigate past CPU and Disk usage issues.

Security Hygiene for the Current Cyber Threat Landscape
Given the current landscape, PagerDuty is preparing for increased instances of fraud and cyberattacks. Please take the necessary actions to protect your organization and users. Read about best practices to further secure your use of PagerDuty here.

Action required by Account Owners– Email Domain Restriction verification
PagerDuty is changing the default setting for the “Email Domain Restriction” feature in the Account Settings, to be ON by default (the current setting is OFF) for those accounts where it has not been enabled. For existing customers, this will be automatically enabled by April 15, 2022. With this update, the email domains will be restricted only to domains that are owned by the account. Note that this applies only to login email addresses, and not contact method email addresses.

The following exceptions apply to the automatic enablement of the Email Domain Restriction feature for existing customers:

• Email addresses using common carrier domains (yahoo, gmail, aol etc.) will not be restricted.
• The restriction will not be enabled for accounts with more than 10 email domains.

Take Action: Account owners should please check that the settings, and email domains and subdomains are set appropriately for your needs. For further details on this topic, please refer to this documentation page

Action Required – Migration from V1 & V2 webhook extensions to V3 webhook subscriptions
If you are currently using V1/V2 webhook extensions in your PagerDuty environment you need to migrate them to V3 webhook subscriptions to maintain functionality. Please follow our migration guide.

Who needs to take action? PagerDuty Admins, Account Owners and Team Managers.

Important Dates: V1 webhook extensions became unsupported (no new features or bug fixes) on November 13, 2021 and will stop working in October, 2022. V2 webhooks extensions will become unsupported in October, 2022 and will stop working in March, 2023.

Required Permissions:

• Admins or Account Owners can migrate an entire account.
• Team Managers can only migrate webhooks for their assigned Teams.

Improvements to the Business Service page
Find the business services you're looking for faster with improvements to the business service page. Now you can search for business services and navigate between pages to view the services you and your customers care most about.

March 2022

PagerDuty® Process Automation
We're excited to announce the latest offerings from our automation product line. We are officially rebranding our automation product line, Rundeck®, as PagerDuty Process Automation. Additionally, our runbook automation cloud service (announced last fall as “Rundeck Cloud”) is now generally available as PagerDuty Runbook Automation. Finally, we are announcing version 4.0 of Rundeck Enterprise, which will now be known as PagerDuty Process Automation On-Prem.

The PagerDuty® Process Automation portfolio consists of the following offerings:

• PagerDuty® Automation Actions. A PagerDuty add-on that curates and connects responders in PagerDuty to automated diagnostics and remediation for services involved in incidents.

• PagerDuty® Runbook Automation. A SaaS service that enables engineers to standardize and automate runbook procedures, and delegate services as self-service operations.

• PagerDuty® Process Automation On-Prem. A self-hosted software cluster that gives engineers the ability to standardize and automate end-to-end operational workflows, and safely delegate them as self-service operations to stakeholders.

Watch our launch webinar where we dive into each feature.

Introducing status update notification templates!
Status update notification templates are now early access. This feature allows you to add the content and context you need for internal communications during incident response. As part of these new flexible templates, you can also add logos to your communications as well as format the text to company standards. If you are interested in being part of this early access program, fill out this form.

February 2022

Schedules List Page Improvements
The Schedules List page will be getting a UI refresh. This new visual experience helps you find the information you need easier and faster while giving you more flexibility. Additionally, this page now allows for:

• Easier searching
• Toggling between all schedules and team schedules
• Filtering by variables like team, user, service, and more
• Collapsing or expanding information based on the level of detail needed with compact and expanded view
• Displaying time windows for all schedules on the page instead of advancing each schedule individually for easier schedule comparison
• Streamlined viewing of who is on call and what their shift length is

Early access rollout to accounts will begin February 21, 2022. To see the new Schedules List page in action, watch this short demo.

January 2022

New Mobile Incident Details GA
The new mobile Incident Details screen provides you with a more compelling visual experience and easier access to all your favorite features during incident response. Run a play, add a priority or note, post a status update, and more with the new carousel. This improvement will be available to all customers by January 31, 2022. See what this looks like in action here.

Event Orchestration now available: Reduce noise and automate more using nested rules
Say hello to the next generation of event rules. Cut down on manual event processing. With Event Orchestration, you can create custom logic with nested rules to enrich, modify, and control routing or trigger automation actions based on event conditions at scale. Watch the demo here, read the knowledge base article, or sign up for the webinar to learn more about the feature on February 15. (This feature is only available to Event Intelligence; Enterprise for Incident Management and Digital Operations (Legacy) plans)

Round Robin Scheduling is now generally available
Round Robin allows teams to equitably distribute on-call shift responsibilities amongst team members. Automatically assigning new incidents across different users ensures that teams are resolving incidents as efficiently as possible with less risk of burnout. Round Robin is generally available for Business, Enterprise for Incident Management and Digital Operations (Legacy) plans.

December 2021

Mobile Incident Details is now Early Access!
Now in early access, the new mobile Incident Details screen provides you with a more compelling visual experience and easier access to critical features during incident response. Run a play, add a priority or note, post a status update, and more with the new carousel. Early access is available on iOS and Android to Free and Professional plans. If you have a Business, Enterprise for Incident Management or Digital Operations (Legacy) plan and would like to be part of early access, reach out to your PagerDuty account team.

PagerDuty Solution Guides for Business
Did you know that PagerDuty can be used by departments like marketing, sales, finance, and human resources? We're delighted to share some guides for handling common critical business functions with PagerDuty. You can view the solution guides here and the solution page here. If you’d like to chat about how your team can make the most of this use case, reach out to your CSM.

Rundeck 3.4.7 - bug and security updates including Log4J CVE
Rundeck 3.4.7 is the last release of 2021, containing a number of fixes and security updates. Chief among these are updated packages that address the recent Log4j CVE. All users are recommended to update at their earliest opportunity. Read about it in the release notes.

New opportunity for design partnership!
In our latest project, PagerDuty is working on a way to onboard faster while establishing service ownership best practices organization-wide to help teams make the most of their PagerDuty experience. If you’re interested in partnering with us on this, please fill out this form.

November 2021

Fall Product Launch Announcements

We're excited to announce the following features. Join us on November 18 for our launch webinar where we'll dive into each feature and take your questions live.

Features announced as generally available: 

• Probable Origin - Jumpstart your response efforts with an auto-generated list of likely incident origin points for faster resolution.

• Change Events & Change Correlation on Mobile  - Deliver machine-learning powered intelligence right to the palm of your hands. 

• Dynamic Service Graph - Instantly discover, map, and visualize business and technical service dependencies across your digital ecosystem.

• Rundeck Actions - Speeds up incident response through safe, role-based delegation of automation to responders.

• Global Search - Retrieve details about incidents, services, schedules, and alerts during both active incident response and moments of retrospection.

Features launched in early access. Let us know if you'd like to try out any of the features!

• Event Orchestration - Cut down on manual event processing with a powerful decision engine, where teams can create custom logic to enrich, modify, and control routing based on event conditions at scale.

• Auto-Pause Incident Notifications  - Automatically remove unnecessary noise from flapping alerts with the click of a button.

• Service Standards - Configure services with less toil for a coordinated and seamless incident response process. Easily audit current services for best practices and set standards at scale.

• Rundeck Cloud - The SaaS version of Rundeck is the fastest and easiest way to automate and delegate self-service IT operations.

October 2021

Global Search Generally Available October 19
Find what you need faster using Global Search to retrieve details about incidents, services, schedules, and alerts during both active incident response and moments of retrospection. This feature is generally available to all PagerDuty plans starting October 19. Check out the KB article for more details.

September 2021

PagerDuty App for Salesforce Service Cloud
The PagerDuty App for Salesforce Service Cloud provides an integrated and native experience for customer service teams and their stakeholders. It integrates PagerDuty’s real-time customer service operations solution with Salesforce Service Cloud and builds on our existing integration with Slack, introducing Slack-first intelligent swarming for Customer Service teams. Learn more with the Integration Guide.

Announcing Rundeck 3.4.4
Rundeck released version 3.4.4 which includes exciting new features and enhancements including expanded cloud infrastructure plugins, a new UI-based Ruleset Designer, and a new, accessible color palette.

August 2021

Runbook Automation
Rundeck 3.4.2 update has been released, including new features and enhancements to Rundeck Enterprise and Rundeck Community.

Change Events in mobile - now generally available
Change Events in mobile gives responders the critical information they need when they are on the go without access to their main device. It will be available in two areas—Incident Detail and Service Detail, which will display details for two recent change events. Change Events in mobile includes our recently launched Change Correlation feature.

Service dependencies in mobile - now generally available
Service dependencies in mobile help responders triage incidents with dependencies in the service profile by showing the full blast radius of an incident. They can be used to define other technical or business services that use your service or are used by your service.

Service event webhooks - now generally available
Service change updates can now be received via webhook, allowing you to easily keep your systems in sync with service changes happening within PagerDuty. You can add service event type to an existing webhook subscription or create a new one to start receiving the service.created, service.updated, and service.deleted webhooks.

New Services Profile fully replaced the Service Details Page
As of August 31, 2021, the New Service Profile fully replaced the Service Details Page. New functionality includes viewing recent change events, adding and viewing dependencies and adding Runbooks or a communication channel to streamline incident response.

Spotlight Recommendations Sunset
On August 2nd Spotlight Recommendations was sunset and is no longer accessible as part of Intelligent Dashboards. To see actionable recommendations for how to reduce noise and improve service configurations, use PD Labs Recommendations.

Create services with any variety of special characters in the name
You can now create services with any special characters in the name (*&/..$...). Provisioning services from external sources like ServiceNow can provision services as-is.

New integrations built by our partners made available to our customers

• Backstage - with this integration you can see relevant PagerDuty information about an entity, such as the escalation policy or if there are any active incidents.
• Allma - with Slack-native integration allows you to create a workflow within Slack that acknowledges incidents.
• CloudCheckr - this integration allows you to configure email notifications that can be received daily or any time there is a change to a Best Practice Check or alert.

July 2021

Slack V2 Next Generation - now generally available
With the new one-click webhook migration, PagerDuty admins can now easily connect channels to PagerDuty teams and streamline their stakeholder communication. Teams can also reduce incident channel noise, based on priority and urgency. Responders can quickly collaborate and create an incident update from the Slack incident notification. Once an incident update has been created, stakeholders can keep tabs in a dedicated stakeholder channel.

Change Correlation
Change Correlation surfaces the changes that most likely caused an incident, so responders can eliminate irrelevant changes and identify the root cause quickly.

Outlier Incident
Flag anomalous incidents using historical data, and identify them as rare, anomalous or frequent so responders can focus on issues that may be more challenging to resolve, or address frequent alerts for automated remediation and performance improvements.

Custom Change Event Transformer
Turn any change event in any format from any of your integrated tools into a PagerDuty change event. Your responders will now have more context to know what changes occurred so they can find the root cause of incidents faster.

Past Incidents on Mobile
View past resolved incidents that have similar metadata and were generated on the same service as the current active incident. Get helpful context for accurate triage and to reduce resolution time. Responders can see whether they or someone on their team had been involved in a previous incident, when these types of incidents have happened, and dive into incident details to discover what remediation steps were taken in the past, all on their mobile device.

Stakeholder Updates in ChatOps
Enable responders to provide incident status updates to subscribers and stakeholders without interrupting incident remediation. Adding Business Response functionality to Slack and MS Teams increases feature accessibility, promotes incident visibility, and minimizes context switching.

Webhooks V3
Webhooks V3 provides a webhook format that is much smaller than previous formats to ensure the webhook will not grow arbitrarily large and can be processed quickly without the risk of getting dropped. Another exciting enhancement is that the status updates event type is now available with Webhooks V3.

• Webhooks V1 and V2 are being deprecated on November 13, 2021 and March 31, 2022 respectively. Learn more about it here.
• Webhook delivery IPs are changing: Due to an infrastructure issue, one of our outbound webhook delivery IP addresses is changing on July 23, 2021. To ensure continued successful delivery of webhooks from PagerDuty and to learn more about this change, please see this article.

June 2021

EU Service Region
We are delighted to announce that PagerDuty's EU service region is now generally available. This option enables our European customer base, including those in highly regulated markets such as financial services, public sector, and healthcare, as well as managed service providers (MSPs), to manage time-sensitive mission-critical work in their region.

If you are an existing user, you will notice a change in your PagerDuty login experience: you will now need to select the service region in which your account resides prior to logging in.

New Service Create Flow
Streamlines service setup in the UI. This simple and intuitive step flow guides all users, including those that are new or less familiar with PagerDuty, through the process of setting up a well configured service. Users will have the confidence that they've completed service set-up according to their configuration needs and that their service is ready to use.

April 2021

Zendesk Status Dashboard
We are delighted to announce a new Status Dashboard for the Zendesk Customer Service integration. The dashboard enables customer service agents to have real-time visibility into major incidents that are impacting their customers right within Zendesk, so they can proactively update customers when an incident occurs.

Service Profile Enhancements
Now you can take action on incidents directly from the service profile to accelerate response, root cause analysis, and remediation activities. Perform bulk actions including acknowledge or resolve, search by incident ID, add and view change integrations, browse resolved incidents, view related escalation policies from the service profile header, and more.

Past and Related Incidents API
Extract past and related incidents data via APIs and extend your Event Intelligence capabilities through our new APIs that enable you to connect and analyze all the incident data in your systems. Using an incident ID, you can receive past incidents to provide historical context and accelerate triage to build awareness of the full breadth of incident impact.

Unfurling Analytics Insights Links in Slack
Users can now copy and paste the Curated Insights URL from PagerDuty Analytics into Slack and see the link preview directly within Slack (in both #channels and direct messages). Allowing the link to “unfurl” a visual directly in Slack makes report sharing easier and empowers more data-driven decision making and collaboration.

March 2021

Add Responder Notification Rules
High-urgency notification rules will now apply to both incident assignments and responder requests. Never miss a request and fail to join an incident during a response ever again! We're gradually releasing this to all PagerDuty customers until 15 April 2021.

Custom Change Event Transformer
Send change events from any system using our Custom Change Event Transformer. Turn an event in any format from your integrated tools into a PagerDuty change event with no additional infrastructure on your side. Responders will now have more context to know what changes occurred so they can find the root cause of incidents faster.

PagerDuty’s ServiceNow Integration
PagerDuty's ServiceNow integration is certified for the Quebec release. PagerDuty’s integration with ServiceNow has now been certified to work with "Quebec". Quebec is scheduled for general availability this quarter.

Webhook delivery IPs are changing
Due to some infrastructure updates, some of our outbound webhook delivery IP addresses are changing on March 22, 2021.

February 2021

Audit Trail Reporting UI
The new Audit Trail Reporting UI delivers reports for users, Teams, schedules, escalation policies, and services. Achieve compliance and stay aligned with policies by examining configuration history and audit records for the previous year, on demand and at any frequency.

Change Events: New Integrations
PagerDuty fully integrates change events from the software delivery process (CI/CD pipelines) and code repositories, enabling visibility across changes to better understand their impact. Leverage this real-time context to immediately identify where changes have caused failures and predict what risk future changes could have across business-critical services. We’ve also added new integrations to further improve understanding around change impact for our customers.

View the integration guides and support docs for these new change events integrations: Ansible, Buildkite, GitLab, Jenkins, Rundeck, and ServiceNow.

Start sending change events to PagerDuty and custom events through the Change Events API or navigate to Incidents Recent Changes in PagerDuty.

PagerDuty Amazon DevOps Guru Integration
PagerDuty and Amazon DevOps Guru help operations teams improve visibility into their AWS ecosystem and AWS-based applications. Amazon DevOps Guru’s machine learning-enabled application health information and Simple Notification Service (SNS), together with PagerDuty’s capabilities, help teams get ahead of operational issues and prevent any negative impact to customers.

January 2021

ServiceNow v7.5 Upgrade [Business+]
We’ve expanded our CMDB capabilities even further by improving our service provisioning feature. Services can now be provisioned from ServiceNow into PagerDuty in any configuration desired, linking different custom relationships or utilizing the defined relationships in CMDB. We also launched system capabilities to support integrating a service’s change request information from ServiceNow into PagerDuty’s change events dashboards.

Automated Triggers [Digital Ops, EI add-on]
Add custom webhook-based responses for events to trigger a remediation action or run diagnostics. Trigger with the push of a button on an incident, or configure it to auto-trigger when an incident starts.

December 2020

Visibility Console 2.0 Updates

• On-Call Responders Module (beta) [Digital Ops]: Filter for escalation policies and find responders, along with their most relevant contact information, in the new On-Call Responders Module.
• Service Activity Module [Business, Digital Ops]: Expand your view within the Service Activity Module to see 7 days of incident activity across your digital operations. Investigate specific incidents with a detailed tooltip that shows total incidents for that block of time with links, titles, and urgencies. View more by clicking through to the specific incidents on that service.
• Incidents and Changes Timeline (beta) [Digital Ops]: Discover potential contributing factors to incidents by investigating changes like deploys, code changes, or automation runs. Investigate how these changes affect incidents across services over time with the new Incidents and Changes Timeline Module.
• Incident Urgency Toggle and Bulk Actions [Business, Digital Ops]: Toggle between high urgency, low urgency, and all incidents in the Incidents Module. Acknowledge, resolve, or set priority on incidents from the Incidents Module to accelerate your incident management process from a centralized view.

November 2020

Zendesk v3 Integration [Professional+]

The latest version of PagerDuty’s Zendesk integration is now available in the Zendesk Marketplace. It provides a bi-directional integration that enhances communication between engineering and support teams by giving visibility to high-impact incidents. Drive automated workflows in PagerDuty that can be run by support agents, and provide the right level of information back to customer service teams, so they can interact knowledgeably with customers. This integration is a key part of our PagerDuty for Customer Service solution.

Dynamic Field Enrichment and Extraction [All plans]

Arming responders with the right context will accelerate incident triage and prevent wasted time during an outage. That’s why we now allow you to add important context to your incident summary using alert content, so responders can act quickly. In addition to accelerating incident triage, manipulating alert format allows you to be more prescriptive when you group alerts based on alert content.

Extended Acknowledgements Reduce Escalations [All plans]

We’ve made it easier to ensure that responder requests get accepted and don’t escalate. Acknowledging an incident where you have a pending responder request will now also accept the responder request. One click, two actions! Extended Acknowledgements are now generally available.

Change Events [All plans]

Send change events from a variety of systems to PagerDuty, so that responders and service owners can discover contributing factors that may have caused incidents and get to resolution faster. This includes code changes via a continuous software delivery process, like GitHub or GitLab, and infrastructure change orchestration systems like BuildKite or Relay by Puppet.

On-Call Readiness Reports [All plans]

Help properly set up teams so they can successfully deliver on their on-call responsibilities. Leverage these reports to improve your on-call posture and track your progress toward organizational readiness. Proper team assembly can reduce resolution times and improve your organization’s ability to respond to incidents.

Add on-demand Microsoft Teams meeting to incidents [All plans]
From within Microsoft Teams, you can now quickly add an on-demand/dynamic Teams meeting to a PagerDuty incident.

Audit Trail API [Business+]
Get operational visibility and compliance to aid in understanding what changes were made that led to a missed incident. Previously, to investigate configuration problems, you needed to contact your PagerDuty account team or Customer Support. Now self-service PagerDuty audit functionality empowers you to examine service history and understand what’s going on at a larger scale. Administrators can access audit records for the previous year, on-demand and at any frequency, to comply with organization policy.

Suggested Service Dependencies [All plans]
We now use machine learning to suggest dependencies between services to help you keep these relationships up-to-date as your infrastructure grows. This feature is available on the Impact tab of the service profile.

Content Based Alert Grouping [Digital Ops+, EI add-on]

Building on the launch of Content Based Alert Grouping, we’ve improved ease of use by showing the most recent alerts and allowing you to directly select configured fields.

Preview Intelligent Alert Grouping [All plans]

All accounts (including those without Event Intelligence, Enterprise for Incident Management or Digital Operations (Legacy) plans) can now preview how Intelligent Alert Grouping would have performed for a specific service over the previous 45 days. Preview Intelligent Alert Grouping can be found in the Alert Grouping section on a service's Response tab.

October 2020

Service Level Event Rules API [All plans]

You can now perform CRUD actions on your service rules via API. Note that APIs have already been available for Global rules.

Multiple Overrides [All plans]

Now you can select a range of dates for which you're on-call and easily create overrides for all of them with one action.

Content-based Alert Grouping (v1) [Digital Ops +, add-ons]

If you work with predictable, homogenous alert data, you can now customize how alerts are grouped without having to train the algorithm on your specific data. This allows you to configure grouping based on your preferred, user-defined fields (multi-select). Alerts that share an exact match on the selected field will be grouped together into the most recent open incident.

Visibility Console [Business+]

If you’re on the Business Plan, you now have access to a version of the Visibility Console that allows for a single dashboard. The Visibility Console provides an interactive view of your digital operations to provide everyone on your team with information about your systems and their health at any time. For example, your teams can use the dashboard to prepare for an upcoming on-call shift, coordinate a number of ongoing incidents, and mitigate risks before a time-sensitive, critical business event.

September 2020

Technical Service Dependencies for Triage [All plans]

A streamlined interface for rapid definition and mapping of upstream/downstream technical and business service dependencies and relations between them, with low-effort maintenance. Technical service dependencies are highlighted directly on the Incident Details page during triage to provide situational context, help teams collaborate quickly, and take the right actions to resolve issues.

Dependency-Aware Related Incidents [All plans]

Technical service dependencies are suggested via machine learning, and like user-defined dependencies, are highlighted directly within the Incident Details page during triage to help teams avoid blind spots, and expedite incident resolution.

ServiceNow Integration v7 [Business, Digital Ops]

The updated ServiceNow integration helps customers get more value from their investments in ServiceNow and PagerDuty by leveraging new, bi-directional functionality like running a PagerDuty response play in ServiceNow, or posting a Call to Action from ServiceNow to the PagerDuty Incident details page, providing users with live status updates. Additionally, both business and technical service dependencies from ServiceNow's CMDB can be shared with PagerDuty's service directory, allowing teams to more clearly understand the impact of incidents and identify critical services.

Paused Incident Notifications [Enterprise for Incident Management, Digital Operations (Legacy), Event Intelligence add-on]

Reduce operational noise by delaying triggers, giving machines a chance to auto-remediate before notifying responders. Customers can keep an audit trail of triggers and actions, regardless of whether a responder was notified.

Zoom Conference Integration

Make collaboration in a distributed environment fast and easy by giving response teams the ability to quickly add on-demand, dynamic video conference bridges to their PagerDuty incidents.

Status Update Notification Preferences [Business, Digital Ops]

Increase stakeholder engagement and business service subscriptions by giving business users complete control over the notifications they want to receive for critical updates. Now users can determine the number of times they are notified and the channels by which they occur.

Visibility Console Service Activity Module [Digital Ops]

Help NOC teams increase operational visibility by surfacing patterns in service activity —and their scale— across the entire digital operations portfolio.

August 2020

Improvements

Aug. 14 — Paused Incident Notifications

As a new Rulesets feature, paused incident notifications allows rules to be set to create alerts, but pause incident creation and notifications for a predefined amount of time. During the pause period, new alerts will be viewable in the Alerts table with a Suspended status. These suspended alerts have new actions, allowing users to Trigger an incident from the alert during the pause period, or Resolve the alert, preventing the incident and its notifications from being created altogether.

Aug. 4 — Visibility Console: Service Activity Module

The Service Activity module allows users to see incident activity across a multitude of their services at once, so that they can quickly understand their digital operations health, and identify if there’s a widespread major incident. It is ordered by most recently impacted service and will reorder itself when new incidents are triggered. It has different time windows so eyes on glass teams can monitor their digital operations in real-time, but can also see service activity in the last 24 hours. This module can be filtered to any set of teams and services.

Aug. 21 — Status Update Notification Preferences

Configure notification preferences for status updates when subscribed to an incident.

Integrations

Aug. 21 – ServiceNow Integration Update

The updated ServiceNow Integration allows users to run Response Plays, post status updates and set the impacted Business Service on a PagerDuty incident all from the ServiceNow interface. Administrators can perform Assignment Group and priority mapping to PagerDuty escalation policies and provision Business and technical services along with their dependency relationships. Additionally, this version allows users to author custom code for outbound REST API calls and it comes with MID server support.

July 2020

New Features

Jul. 23 — My On Call Shifts

My On-Call Shifts allows users to view their shifts across all escalation policies and schedules in a single, easy-to-use view. This feature displays if a user is on call now, a list of their associated shifts and what their schedule is for the upcoming weeks and months. Users can now easily create override shifts across multiple schedules because all of the shifts are accessible in one place. My On-Call Shifts is also available as a widget on the right side of the Incidents page, displaying their current shift, and when they are on call next.

Improvements

Jul. 31 — New Visibility Console

The newly redesigned Visibility Console provides users with the single pane-of-glass experience to effectively monitor their digital operations in real time. This feature provides Central Ops / NOC teams and technical stakeholders with context on their technical environment at a glance, allowing them to quickly understand the health of their digital operations.

Jul. 15 — Dependency-Aware Related Incidents

To help responders gain better understanding of the breadth and scope of incident impact, we’ve enhanced PagerDuty’s Related Incidents capability set with Dependency-Aware Related Incidents to provide real-time, contextual insights across multiple services and teams. When two incidents are triggered within five minutes of each other and one service is directly dependent on the other, these incidents will be marked as related. Similarly, if incidents occur within this time frame and share a parent Business Service, they will also be marked as related. These service relationships will be identified in the Dependency pane on individual Related Incident cards.

Jul. 10 — Analytics API

With our new Analytics API, users can get incident data aggregated from all incidents, or from services and Teams. Additionally, users can get raw data on multiple and single incidents.

June 2020

Improvements

Jun. 23 — Extensions API: Re-enable Extensions

With our Extensions API, users can now re-enable extensions outside of the PagerDuty web app.

Jun. 1 — Response Plays API

With our API for Response Plays, users can create, read, update, and delete Response Plays without having to log into the PagerDuty web app. Fully interact with Response Plays from your preferred interface, whether it be an ITSM tool like ServiceNow or a custom interface.

Integrations

Jun. 3 — Splunk Integration Update

The updated Splunk integration allows users to customize data that is sent from Splunk to PagerDuty. The integration also includes upgrades to support new Splunk 8 requirements.

Jun. 2 — Microsoft Teams Integration Update

The updated Microsoft Teams integration allows responders to view critical incident details within Teams. They can also acknowledge, resolve, trigger and add notes to incidents, all from one interface.

Jun. 1 — Jira Server Integration Update

The updated Jira Server and Jira Data Center integration includes a suite of features that allows users to coordinate incident response right from Jira issues using the PagerDuty sidebar. Organizations can drive synchronization and collaboration between teams with complex workflows, and map users and accounts across PagerDuty, Jira Server and Data Center.

May 2020

Improvements

May 21 — Service Profile

The new Service Profile streamlines all service configurations onto an easy-to-edit page. Responders can clearly see maintenance windows, and filter them based on status. Users can add metadata like runbooks and a communication channels to a service. Having this for as a resource on a service eases the incident triage and response process while also encouraging users to reference Services as a source of truth for their business. The Service Profile includes new metadata for services: a documentation link (use this for a wiki link, an FAQ, or a runbook), a communication chat channel (not a notification path, but helpful for finding out where a team is discussing operations issues), and (drumroll please... ) the impact tab with service dependencies.

May 14 — Status Update Branding

Users who wish to change the logo that appears in status update emails may now upload a custom logo.

April 2020

New Features

Apr. 23 — Intelligent Dashboards: Service Health Dashboard

The Service Health dashboard allows for the discovery of services that drive incidents and cause increased team response effort. Detailed performance views for each service are provided to show impact of interruptions, how teams respond to incidents, and performance details by incidents and team metrics. This feature allows service owners to make key decisions on where to allocate resources, make investments and drive continual service health improvement.

Apr. 1 — Related Incidents

The Related Incidents feature provides incident responders with the suggested 20 most recent related incidents that are impacting other responders and PagerDuty services. This feature uses a completely online and real-time machine learning algorithm to provide these insights, giving responders an at-a-glance-view of the full breadth and scope of incident impact. Related Incidents extends our machine learning capabilities beyond noise reduction, enriching incidents with deep contextual insights to help responders coordinate an effective team response and mitigate business disruption.

Improvements

Apr. 15 — Business Services API

Admins and service owners can now use the Business Services API to automate how they define and update business services using scripts, Terraform, or other tools.

Apr. 15 — Business Services: Team Permissions

Business services can now be added to a specific team, allowing team managers to create, edit, and update business services. Existing business services that are not associated to a team are globally viewable and editable by Global Admins and Account Owners.

Apr. 6 — Rulesets API

Users now have full API access to global rulesets. New functionality includes partial updates and rule ordering.

Apr. 6 — Live Call Routing: Option to Resolve Incident When Responder Ends Call

Users now have the option to configure whether or not the corresponding PagerDuty incident is resolved after the responder ends the incoming call.

Apr. 1 — Past Incidents

Similar Incidents has been renamed as Past Incidents to differentiate it from the Related Incidents feature. More information on the difference between these features is available in this FAQ.

March 2020

Improvements

Mar. 30 — Live Call Routing: Upload Your Own Audio Message

Customers who prefer to record their own Live Call Routing greeting may now upload their own MP3 audio file instead of using an automated message.

February 2020

Integrations

Feb. 25 — Salesforce Cloud Integration: v2 Update

The new Salesforce Cloud integration allows users to integrate any standard Salesforce object with PagerDuty. Responders can now take advantage of expanded PagerDuty actions, such as setting urgency, adding responders, incident reassignment and running response plays by setting predefined rules and actions within the Salesforce interface. PagerDuty can also send information to Salesforce Cloud by defining evaluation criteria against the updates made in PagerDuty and designating actions to be performed in Salesforce Cloud.

January 2020

Improvements

Jan. 16 — Rulesets

The new Rulesets feature is an extension of our legacy Global Event Rules feature. With Rulesets, users can route events to an endpoint and create collections of event rules, which define sets of actions to take based on event content. Accounts with Free, Starter and Team plans will have access to a single global ruleset, while Business, Enterprise for Incident Management and Digital Operations (Legacy) plans will now have the ability to create multiple global rulesets. For these higher-tier plans, each ruleset will have an individual endpoint and they can be associated with specific Teams, giving Team Managers edit-access to their rules. On all plans, Rulesets also expands actions available for service event rules.

December 2019

Improvements

Dec. 2 — Service Directory: Search by Integration Key

The Service Directory now allows users to search by integration key, returning a list of services where the key is configured.

November 2019

New Features

Nov. 19 — Offboarding

The offboarding feature allows administrators to easily deprovision users from their associated escalation policies, schedules and assigned incidents. When offboarding a user, a Global Admin or Account Owner can review their associated escalation policies and schedules, sending notifications to the user’s Team Manager that they need to be replaced by another user on those objects. Administrators can also reconcile triggered and/or acknowledged incidents that were assigned to the offboarded user by reassigning them to their affiliated escalation policy or resolving them. This feature is available to accounts with Advanced Permissions.

Nov. 11 — PagerDuty Analytics: Intelligent Dashboards

Intelligent Dashboards measure the impact of real-time work on teams and business objectives, promoting continuous improvement in digital operations towards greater success. Digital business leaders can use flexible data visualizations to compare key metrics to industry benchmarks or teams to company averages. After making improvements in training, processes and technology investments, leaders can then monitor the performance of Teams and Services and ensure they are trending in the right direction. Intelligent Dashboards is available with the purchase of the PagerDuty Analytics product.

Improvements

Nov. 11 — Operational Reviews: Edit Scorecards

Default Team On-Call Handoff Review scorecards now allow you to edit the number of weeks, days of the week, and hour of day that they are generated. Custom scorecards of any type now allow you to edit any aspect of the scorecard that was customizable when created.

October 2019

Improvements

Oct. 24 — Service Directory: Filter by Business Service

In the Service Directory, users can now search for technical services associated with Business Services with a Business Service filter.

September 2019

New Features

Sep. 26 — Service Directory

The Service Directory allows everyone to search for the services they go on call for and learn more about the other services in their organization. The Service Directory is a searchable, high-level aggregate view of all the services your organization has represented in PagerDuty and their corresponding owners. From the Service Directory, you can dive into each individual service to learn more about it, make changes to the settings or metadata, and take further action. This feature replaces the old Services list view.

Integrations

Sep. 25 — Slack Integration: v2 Update

The v2 update to our Slack integration includes new incident response capabilities: trigger and escalate incidents and run response plays from Slack. Users will now be able to create on-demand Slack channels from PagerDuty incidents. Additionally, the new Slack integration has improvements such as an updated notification design with more context from monitoring tools, and actions that respect PagerDuty user permissions.

Sep. 25 — Zendesk Integration: v2 Update

The v2 update to our Zendesk integration uses Extensions, Targets and Triggers to send Zendesk Support Ticket events to PagerDuty, triggering incidents. This update allows users to view, create and link PagerDuty incidents from the Zendesk interface, so the proper responders can be notified of critical customer issues.

Sep. 25 — Salesforce Service Cloud Integration

The new Salesforce Service Cloud integration allows users to customize when the proper on-call team should be notified about Salesforce Service Cloud cases and it allows for exception case routing. Users can create and/or update the Service Cloud case with relevant information as soon as there’s a PagerDuty update such as an acknowledgement, resolution, reassignment, etc. This integration includes synced notes between PagerDuty and Salesforce Service Cloud, so Customer Service teams can provide relevant updates to customers.

August 2019

New Features

Aug. 8 — Email Domain Restriction

Admins and Account Owners can now choose to restrict users to only use domains that are in the Email Domain Allow List when they change (or create) their login or contact email addresses. The restriction applies to users when updating future email addresses; existing email addresses will continue to function.

Improvements

Aug. 30 — Contextual Search - API Endpoints

New API to manage, assign, and list Tags. A tag can be assigned to Escalation Policy, Team or User, and searches for those objects can be filtered to retrieve those with specific tags.

Aug. 23 — Operational Reviews: Scorecard Subscribe/Unsubscribe

By default, users see scorecards only for the teams they are on. With subscribe/unsubscribe, users can find scorecards for teams they care about but aren't members of, and allows them to hide scorecards they don't want to see anymore.

Aug. 1 — Operational Reviews: Scorecard Search

Each list of Team On-Call Handoff, Service Performance and Business Performance review scorecards has a search capability. For users who have many scorecards in their list, the search allows them to find specific scorecards quickly.

July 2019

New Features

Jul. 25 — Status Dashboard

PagerDuty’s status dashboard provides technical responders, business responders, and leaders a live, shared view of system health to improve awareness of operational issues. It displays the current status of key business services and sends notifications to alert users when business services are impacted. This feature improves communication between response teams and stakeholders during incidents.

Integrations

Jul. 16 — Amazon EventBridge

With Amazon EventBridge, PagerDuty customers are able to leverage the full breadth of AWS-supported integrations and functionality. When a PagerDuty incident is created or updated, an event or webhook can be sent to notify a designated Event Source in your AWS Account and Region. One can create an Event Bus to retrieve these notifications and deliver them to an AWS target such as Lambda to run a specific function, workflow, SNS topic for another notification delivery, etc.

Jul. 10 — ServiceNow: v6 Update

Teams are now able to drive a coordinated response, add multiple responders and add conference bridge information to an incident from the ServiceNow interface. Admins and Account Owners can configure how different priorities should notify responders by mapping a Priority level to a PagerDuty Urgency level (Example: P1 incidents can call responders and P3 incidents can email). They can also customize data sent from ServiceNow to PagerDuty when creating an incident, and easily add Assignment Groups or Users.

June 2019

New Features

Jun. 22 — One Touch to Join Conference Bridge

The One Touch To Join Conference Bridge feature enables rapid response team assembly by giving responders a push-button means of joining a conference bridge. This feature relies on two existing Modern Incident Response features: Conference Bridge and Add Responders.

Improvements

Jun. 28 — PagerDuty Analytics: Scorecard Search

A new search capability for the list of Team On-Call Handoff, Service Performance and Business Performance review scorecards. For users who have many scorecards in their list, the search allows them to find specific scorecards quickly.

Integrations

Jun. 19 — AWS Security Hub
The AWS Security Hub integration allows you to send AWS Security Hub Findings to PagerDuty and use the PagerDuty platform to manage, organize, and respond to events relevant to your organization.

May 2019

New Features

May 8 — Contextual Search - Tagging

Managers, Admins, Global Admins and Account Owners can now add tags to the following PagerDuty objects: Teams, Escalation Policies and Users. Adding this simple metadata provides extra context to help Responders and Managers organize and navigate to desired objects and easily reassign incidents.

Improvements

May 31 — Manage Your User Sessions - API Endpoints

New API endpoints to retrieve and delete user sessions. These can be used as part of an offboarding flow to ensure users are securely removed from all of their PagerDuty sessions.

April 2019

Integrations

Apr. 14 — Cherwell Integration
The bi-directional Cherwell ITSM integration allows for advanced notification when incident tickets are created.

March 2019

Improvements

Mar. 1 — Subscribe to Business Service Notifications
Users with Visibility and Modern Incident Response can now subscribe to be proactively notified about business service disruptions and responder updates via response plays.

February 2019

New Features

Feb. 7 — Event Intelligence: Preview Intelligent Alert Grouping
Service owners can now preview potential noise reduction and grouping behavior before activating Intelligent Alert Grouping.

Improvements

Feb. 15 — Stakeholder Notifications for Business Services

Business stakeholders can be automatically notified when a business service goes from healthy to disrupted by connecting a response play to a business service. This feature is only available with the Modern Incident Response package.

January 2019

New Features

Jan. 31 — PagerDuty Analytics: Operational Reviews

The Operational Reviews feature offers metrics for three different types of reviews, targeted at different levels of leadership in a digital business. The Business Outcomes, Service Performance and Team On-Call Handoff reviews contain scorecards intended to drive meetings and provide insight into the business impact of real-time operations.

Improvements

Jan. 30 — Recurring Event Rules

Recurring Event Rules allow Admins to set events to follow particular rules during specific hours of the day or day(s) within a week on an automatic, weekly recurring schedule. This feature is integration-specific and one can make additional changes, such as changing severity/priority, based on time of day.

December 2018

Improvements

Dec. 1 — Intelligent Alert Grouping Update: Grouping Frequency
Alerts that are new to a service and are seen in a short time period will be grouped together more frequently. This will reduce noise and responder alert fatigue.

November 2018

Improvements

Nov. 1 — Events API Update: Rate Limit Increase
The Events API rate limit has been increased to 120 events/min for Starter, Team, and Business plans. Customers who require a higher rate limit for Global Event Rules may submit a request to be approved on a case-by-case basis. This increase can help facilitates the management of even higher volumes of operational data from noisier tools.

Integrations

Nov. 26 — PagerDuty + AWS CloudTrail Integration
New native integration with AWS CloudTrail. Customers can route CloudTrail events to PagerDuty for real-time response.

Nov. 26 — PagerDuty + Amazon CloudWatch Integration Update
Updates to our existing Amazon CloudWatch integration. We now support CloudWatch Events and Alarms. This update also enables customers to use CloudWatch with Global Event Rules.

Nov. 26 — PagerDuty + AWS Personal Health Dashboard Integration
New native integration with AWS Personal Health Dashboard. Customers can route Personal Health Dashboard events to PagerDuty for real-time response.

Nov. 26 — PagerDuty + Amazon GuardDuty Integration
New native integration with Amazon GuardDuty. Customers can notify the right people about critical security issues for real-time response.

October 2018

Improvements

Oct. 1 — Global Event Rules Update: API
An API designed to help admins and developers automate the management of their Global Event Rules.

Integrations

Oct. 1 — Pivotal Cloud Foundry Integration
The Pivotal integration allows development teams to quickly onboard with a basic setup of critical PagerDuty components.

Oct. 1 — Microsoft SCOM Integration
The Microsoft SCOM integration allows customers to route infrastructure monitoring events to PagerDuty for real-time response.

September 2018

New Features

Sep. 12 — PagerDuty Visibility
PagerDuty Visibility is a new product that provides technical and business responders with a shared understanding of major incident scope and impact. This facilitates organization-wide response without technical and business responders interrupting each other for details.

Sep. 12 — PagerDuty Visibility: Business Services
Business Services is a key feature of PagerDuty Visibility. It provides a way to model capabilities that span multiple technical services and may be owned by several different teams. This provides business users with customer-impact context even if they lack full understanding of the function and scope of all technical services.

Sep. 12 — PagerDuty Visibility: Business Impact Metrics
Impact Metrics is a key feature of PagerDuty Visibility. It allows you to quantify the impact of incidents on your business services in real time. By placing existing business impact metrics in context of major incidents, business stakeholders can have a fully automated, live view of the impact at any time.

Improvements

Sep. 25 — Event Rules Update: Rule Disablement
To pause an event rule’s activity, one can disable and re-enable it at a later time. This feature allows you to manually initiate integration-specific disablement during maintenance or testing on a tool.

Integrations

Sep. 12 — Jira Service Desk Integration
Provides Jira Service Desk users with the ability to engage on-calls via PagerDuty. Tickets in Jira Service Desk can be escalated to the on-call either automatically (by configurable criteria) or manually (on button press). Integration is bidirectional, and syncs status, priority, and notes.

Sep. 4 — PagerDuty + Atlassian Bitbucket Integration
New integration with Atlassian Bitbucket. After a change is committed to a Bitbucket repository, failures in the pipeline can be routed to PagerDuty so they can be actioned in real time.

Sep. 4 — PagerDuty + Atlassian Jira Cloud Integration Update:
Updates to our existing bidirectional Jira Cloud integration.

• Bidirectional status sync
• Bidirectional note sync between PagerDuty and Jira
• Bidirectional priority sync
• Ability to have PagerDuty populate fields in Jira (such as mandatory or custom fields)
• Ability to automatically or manually create a Jira issue from PagerDuty
• Updated sidebar widget in Jira

Sep. 4 — PagerDuty + Atlassian Jira Server Integration Update:
Updates to our existing bidirectional Jira Server integration.

• Bidirectional status sync
• Bidirectional note sync between PagerDuty and Jira
• Bidirectional priority sync
• Ability to have PagerDuty populate fields in Jira (such as mandatory or custom fields)
• Ability to automatically or manually create a Jira issue from PagerDuty
• Updated sidebar widget in Jira.

August 2018

Improvements

Aug. 1 — Modern Incident Response Update: APIs
Enables advanced API-based automation of incident response, including mobilizing multiple responders for an incident, sending status updates, and running response plays.

June 2018

New Features

Jun. 7 — Event Intelligence Product Launch
PagerDuty Event Intelligence is a new product that looks at both digital signals and human response behavior to optimize digital operations.
Using Event Intelligence, teams can automate common manual workflows, significantly reduce operational noise, and access rich context during incident triage to speed up response.

Jun. 7 — Event Intelligence: Threshold Alerts
Threshold Alerts are a key feature of the Event Intelligence package. They allow customers to receive PagerDuty notifications only when their customized alert conditions breach specified limits, enabling, responders to effectively reduce alert noise without missing critical issues.

Jun. 7 — Event Intelligence: Scheduled Rules
Schedule Rules are a key feature of the Event Intelligence package. Customers can gain a greater degree of control over their event rules by detailing specific times in the future in which they will be active. This is particularly helpful during rules testing and planned maintenance.

Jun. 7 — Event Intelligence: Event Rules
Event Rules is a feature release for the Event Intelligence package. Event Rules allow you to define which team receives alerts based on content in those events.

Improvements

Jun. 28 — Response Plays Update: Response Bridge
Users can now set a Response Bridge on an incident as part of response plays, allowing responders to use their preferred web conferencing provider for coordination.

Jun. 12 — Incident Timeline Update: Escalations Itemization During Response Mobilization
All escalations during response mobilization will now be itemized in the incident timeline. This facilitates the acceleration of incident response by allowing the right people to focus on resolution. Additionally, this information can be easily included in postmortems.

Integrations

Jun. 1 — Integration Updates: Migration From API v1 to API v2 Endpoints
Updates have been made to the following integrations using v1 APIs, and API endpoints have been migrated to v2 APIs:

• CA UIM
• Zenoss
• Ansible
• Hubot
• Zapier

Customers using an older version should update their integration to the latest version on our website.

May 2018

Improvements

May 1 — Live Call Routing Updates: Customization and Transcription

• Ability to customize ring duration before a call escalates to the next responder
• Ability to customize the auto attendant greeting
• Transcription is available with premium Live Call Routing pricing on Team, Business, Enterprise for Incident Management and Digital Operations (Legacy) plans. Please contact our Sales team if you are interested in this feature

Integrations

May 7 — PagerDuty + Microsoft Azure Integration Update
Update to our existing Microsoft Azure integration. Support for the new Metric alert format with automatic syncing of PagerDuty incidents and Microsoft Azure Metric Alerts.

May 7 — PagerDuty + Microsoft VSTS Integration Update
Update to our existing Microsoft VSTS integration. Automatic syncing of PagerDuty incidents with Microsoft Visual Studio Team Services Work Items.

April 2018

Integrations

Apr. 17 — PagerDuty + Atlassian Stride
The Atlassian Stride extension allows you to be notified of PagerDuty incidents and acknowledge or resolve them straight from the Stride UI.

September 2017

Improvements

Sep. 28 — API Updates: v2 Webhooks and Extensions

• V2 webhooks
• Extensions API endpoint: Add extensions (like webhooks, etc.) to a service over the API
• New Notes webhook type: receive a webhook whenever a note is added to an incident