Using the Mobile App

Adding a Mobile Device for Push Notifications

Adding a Mobile Device

After installing the PagerDuty app on your mobile device and logging in, your device should appear as a Push Contact Method in your user profile. You can be logged into multiple accounts on your mobile app at the same time, and you will receive notifications for all accounts.

My Device is not Appearing

  1. Log out of the app.
  2. Force close the app.
  3. Uninstall the app from your phone.
  4. Reinstall the app.
  5. If you are on a wifi network, switch to a cellular data network (some Wi-Fi networks have firewalls that might block requests from successfully registering your device).
  6. Log in to your account from the mobile app when prompted (on a cellular data network).
  7. In the PagerDuty website, your mobile device should appear as a contact method momentarily.
  8. If it still does not appear as a push contact method, then, from the mobile app's menu, log out of the app and log back in.

If you are using an iOS device and the steps above do not work, please also make sure that PagerDuty is listed in your notifications center (under Settings) to allow notifications from PagerDuty.

Note

You can add up to 10 contact methods. If you see an error when logging in to your account via the mobile app, then check to make sure that you have fewer than 10 contact methods on your user profile.

If you have trouble receiving push notifications please refer to our General Push Notification Troubleshooting Guide..

My Mobile Device listed as "Blocked"

There are a few different reasons why your mobile device would be listed as Blocked in your profile:

  • You changed devices and your old device is still registered on your profile. In this case, "Blocked" means no longer in use.
  • You removed the mobile app without removing the contact method in your profile.
  • The app may not be configured to receive messages (i.e. when requested, the ability to send notifications to your device was denied).
  • Your mobile carrier or wireless network has routinely prevented push notifications from being delivered to your device.

If you hover over the Blocked message you will see the text, "This device has been blocked. To re-enable it, please remove this contact method and restart your mobile app."

To re-enable a push contact method:

  1. Delete the contact method in your profile by clicking the X next to the contact method in your profile — this will also remove your push notification rule(s) for this device.
  2. Log out and back in to the mobile app.
  3. When requested, tap Allow or OK to allow the app to send push notifications to your device.

Revoking Access to a Mobile Device

  1. Click on your profile icon in the upper right hand corner of the web UI and select My Profile.
  2. Go to the User Settings tab.
  3. Click Revoke next to the mobile device that you would like to revoke from your account.
  1. If you would like to re-add the mobile device at any time, log back into your PagerDuty account from the PagerDuty mobile app.

Mobile App Walkthrough

Below is a run through of the features on our mobile app, which you can download from the App Store for iOS or Google Play for Android. The screenshots shown are from our iOS app, although the Android app is very similar.

When you first load the PagerDuty app, you will be prompted to enter in your email address or subdomain to locate your account and login.

Once you've logged in, if there are no incidents assigned to you, you will see something similar to below:

The All tab shows all triggered and acknowledged incidents throughout the organization.

If you have push notifications as a contact method and notification rule, then your push notifications will look similar to the one below. You can even acknowledge incidents directly from the notification. PagerDuty push notifications provide the incident number, service, and description of the incident.

If there is a triggered incident assigned to you, the banner at the top will turn red, and you will see the incidents assigned to you on the Mine tab in the Open Incidents view in the app.

To acknowledge an incident, you can swipe to the left. Swiping to the left on an already-acknowledged incident lets you snooze it. To resolve, swipe to the right.

Once you acknowledge an incident, the app's banner will turn yellow.

Alternatively, you can act on the incident by selecting it, taking you to the incident's detail view. The incident's detail view contains the incident information and timeline. You will also see Ack and Resolve buttons. After an incident has been acknowledged, the Ack button becomes a Snooze button.

On iOS the More button, and on Android the menu icon in the upper right corner, allows you to add a note or reassign the incident.

You can also go to the Resolved Incidents view to see all previously resolved incidents.

The Escalation Policies view shows your escalation policies as well as your teams' and all of your organization’s escalation policies.

Selecting an escalation policy will show who is notified at each level. You can select a user to see their contact and schedule details.

The Users view lists all users and their login email address. Selecting a user will list that user's contact methods and the escalation policies for which they are on-call. You can email, call, or SMS a user from your device by tapping on a user's email address or phone number.

From the Settings view you can select a custom push notification sound. You can also contact support, or check for critical PagerDuty-related issues by tapping System Status.

You can also change how PagerDuty notifications are displayed on your device (i.e. how many notifications to show at once, whether or not you want notifications to be shown when your device is locked, etc.) by launching the Settings app and going to Notifications → PagerDuty.

Responding to Incidents in the Mobile App

You can use the mobile app to trigger, acknowledge, snooze, and reassign incidents. For more information on using the mobile app, you can check out the mobile app walkthrough.

Trigger an Incident

To trigger an incident in the mobile app, open the app, view the Open Incidents screen, and tap the More icon in the upper right corner.

To trigger an incident in the mobile app, open the app, view the Open Incidents screen, and tap the More icon in the upper right corner.

You can optionally choose to assign an incident to an escalation policy other than the one configured for the service. This overrides who the incident will be assigned to.

Acknowledge or Snooze an incident

Open the mobile app, and go to your Open Incidents screen. There are 2 ways to acknowledge an incident:

  • Swipe left to acknowledge the incident.
  • Tap the name of the incident and tap ACK at the bottom of the screen.

Once you acknowledge the incident you will also see the option to Snooze the incident for a period of time.

Resolve an Incident

Open the mobile app, and go to your Open Incidents screen. There are 2 ways to resolve an incident:

  • Swipe right to resolve the incident.
  • Tap the name of the incident and tap RESOLVE at the bottom of the screen.

Other Actions

You can also add responders, reassign, and add notes to incidents in the PagerDuty mobile app. To do so, tap on the name of an incident and then tap MORE on the bottom of the screen. Then select the action you would like to take on an incident.

Schedule Overrides in the Mobile App

Creating and scheduling overrides can be done directly in the mobile app, allowing users to easily schedule replacements for their on-call shifts while they are on-the-go.

You can create overrides for yourself (replace another user's shift), or for others (replace one user's shift with another user).

Note

Although version 2.3 is the minimum supported version of the PagerDuty mobile app, scheduling overrides requires version 2.6 or newer. In this article we outline how to create an override with the most current app version.

To create an override in the mobile app:

  1. Select Users from the app's menu
  1. Select the user for which you would like to create an override. For example (in the screenshot below), if we need to override Daffy Duck's on-call shift, then we will select Daffy's name from the user list.
  1. When you select the user's name you will see all of their contact methods and all of their current or upcoming on-call schedules.
  1. Select the schedule that requires an override for the user. When you do this, you will be taken to the Override Schedule view. This view will display the following:
  2. Taking On-Call: The person who will be taking over this user's on-call shift (this will default to yourself, the current user logged in to the app)
    Change this to the appropriate on-call person.
  3. Duration: The duration of the user's current or next shift
    Change this if the duration of the override should be longer or shorter than the scheduled shift.
  4. Start Date: The start date of the user's current or next shift
    Change this if the start date/time is different from the user's current or next scheduled shift. For example, you can change this to a future date if you want to override a future shift for which this user will be on-call.
  5. End Date: The end date of the user's current or next shift
    Change this if the end date/time is different from the user's current or next scheduled shift.
  1. Tap Save when you have selected the appropriate on-call user and verified the duration and start/end times
  2. The app will display the override information for you to verify. Tap Override to confirm the override or Cancel if additional changes need to be made.
  3. Any created overrides can be viewed within the web app on the schedule in question as well as in the mobile app.

Using the Mobile App