Adding Users to Existing Incidents

Add and Notify Subscribers

This feature is available to customers on our current Standard and Enterprise plans. Please contact our Sales Team if you would like to upgrade to a plan with this feature.

Adding subscribers lets you notify stakeholders who aren't directly involved with resolving the incident. This could be C-level executives concerned about the health of the company, or a Support team interacting with customers during an outage, for instance.

Add Subscribers to an Incident

  1. On the Incidents page, open an incident to view the details. Go to the Subscribers tab on the incident details page.
  2. Select the team or specific users you’d like to add.
  3. To notify the subscribers, enter a message in the Status Update field and click Notify Subscribers. Subscriber notifications will appear in the incident timeline.

Subscriber Notifications

Once subscribed to an incident, stakeholders can expect to receive all subsequent manual status updates on that incident. Subscriber notifications can be sent via email, SMS, and push notification depending on their profile's contact methods.

Note

We currently do not offer customized notification rules to notify on a specific channel; if you do not wish to receive updates on a certain channel we recommend leaving that contact method blank.

Notification emails contain the most information about an incident:

  • Who sent the notification
  • Incident number and description
  • When the incident was opened
  • The affected service
  • To whom the incident is currently assigned
  • Incident status
  • A link to the incident status page

Email Notification

SMS Notification

Push Notification

Remove Subscribers from an Incident

Users assigned to the incident can remove subscribers from an incident, and subscribers can choose to unsubscribe themselves.

If you are a user assigned to the incident and you want to remove a subscriber:

  1. Go to the Incident Details page.
  2. Click on the Subscribers tab.
  3. Under Subscribers, click on the name of the subscriber you want to remove.
  4. Click on Remove Subscriber.

Subscribers can unsubscribe by:

  1. Going to the Incident Status page.
  2. Click on the Unsubscribe button.

Add Responders

This feature is available to customers on our current Standard and Enterprise plans. Please contact our Sales Team if you would like to upgrade to a plan featuring Response Mobilizer.

Adding responders to an incident allows a user assigned to an incident to get help from other users in the account. You can also create new incidents and add responders as you are creating the incident.

Add Responders to an Incident

To add a user to an incident, click Add Responder located on the incident response options on the right hand side of the page.

In the dialog box, you can select users or escalation policies. If you choose an escalation policy as one of your responders, the notifications will escalate to the next level of the escalation policy if the first level does not respond.

There is a limit of adding a total of 300 users as a responder to an incident at a time. If you wish to add more than 300, you will need to submit additional responder requests.

By default, the responders you choose will receive a message that reads, Please help with "{incident title}", however, you can remove this message entirely or customize the message.

Responder Notification

From phone or SMS notifications, responders can choose to Accept or Decline the request by pressing the key prompts provided.

Responders can choose to join or decline from the PagerDuty web or mobile app by choosing the Accept or Decline buttons on the Incidents page or in the incident details. They can optionally add a message to the responder request.

On the incidents page, responders will see a list of incidents that they have recently joined or declined, as long as the incidents remain open.

The incident will display a list of responders and icons to indicate whether they have joined, declined, or have yet to respond to your request. This information is also included in the incident timeline.

Manually Trigger a New Incident and Add Responders

When you are triggering a new incident, and you know you will need additional help, you can add responders while triggering the incident.

Go to the Incidents page and click Create New Incident. In the Responders to Notify field, and select the users/escalation policies you wish to add as a responder. Add other required detail and then click Create Incident.

Reassign or Delegate an Incident

Escalating an incident to the next user on-call from your phone will immediately reassign the incident to that user. The original on-call user will no longer receive notifications.

Escalate an Incident via SMS

Escalating via SMS assigns an incident to the next user on-call in the escalation policy. You can only escalate to the next on-call user in the escalation policy (see example below). To escalate to a different user, you must reassign the incident from the PagerDuty mobile app or site.

Note

The response numbers to acknowledge, resolve and escalate incidents via SMS will change depending on the number of incidents on your account and notifications sent to you already. Check the SMS for the correct response numbers for your incidents, as it is not safe to assume that the response number used in the example screen shot will be valid for your incidents.

Reassign an Incident from PagerDuty

When reassigning an incident from the PagerDuty mobile app or site, you can escalate to either the next user on call, anyone within the escalation policy, or any user in your account. When you reassign the incident to an on-call user (any user in the escalation policy), the incident will continue to follow the escalation policy. However, if you assign the incident to a user listed under the Other user (all users in your account) section, the escalation will halt.

To reassign an incident in the mobile app

  1. Go to the incident you want to reassign.
  2. Tap More on the bottom right (iOS) or tap the action menu on the top right (Android).
  3. Tap Reassign.
  4. Tap on the user, escalation level, or escalation policy you want to reassign the incident to.
  5. Tap Reassign to confirm.

To reassign an incident on the site:**

  1. Go to the Incidents page.
  2. Select the checkboxes for the incidents you want to reassign and click Reassign, or click on an incident number to go to that incident's detail page and click Reassign.
  3. Select the desired user, escalation policy, or escalation level from the drop-down list.
  4. Click Reassign.

Delegating an Incident

You can "delegate" an incident to another team by assigning the incident to an escalation policy. A benefit to delegating an incident, rather than re-assigning it (which halts the current escalation process), is it will continue to follow the target escalation policy's escalation rules.

  1. Go to the Incidents page.
  2. Click on the incident that you would like to re-assign.
  3. Click Reassign.
  4. Select the escalation policy that you want to delegate the incident to.
  1. Click Reassign.

Delegating Multiple Incidents

  1. Go to the Incidents page.
  2. Select the checkbox for each incident you want to delegate.
  1. Click Reassign.
  2. Select the escalation policy that you want to delegate the incident to from the drop-down list.
  3. Click Reassign.

Adding Users to Existing Incidents