PagerDuty Advance is a set of generative and agentic AI capabilities embedded across the PagerDuty Operations Cloud that allows organizations to scale teams and build operational resilience. From AI agents handling well-understood tasks to generative AI for summarizing key information about an incident, PagerDuty Advance augments, guides, and even resolves operational work.

PagerDuty Advance includes:

• PagerDuty Advance Assistant
• PagerDuty AI Agents
• PagerDuty Advance Integration for Amazon Q
• PagerDuty Advance for Post-Incident Reviews
• PagerDuty Advance for Status Updates
• PagerDuty Advance for Automation Digest
• AI Generated Runbooks (Early Access)

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Availability

PagerDuty Advance is available through one-time credits or as an add-on with the following pricing plans: Professional, Business, and Enterprise. Please contact our Sales Team if you would like to upgrade to a plan featuring PagerDuty Advance.

PagerDuty Advance AI Disclosure

To learn more about how we designed, built, and assessed PagerDuty Advance with mission-critical work in mind, you can access the PagerDuty Advance AI Disclosure by following these instructions:

1. Visit PagerDuty’s Assurance Profile.
2. In the top search bar, enter PagerDuty Advance AI Disclosure and select the most recent version of the document.
3. Click on the document's row to Download the document.

You may now open the document in your preferred document reader.

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PagerDuty Guidelines for the Safe and Secure Use of Generative AI

Generative AI is a predictive technology, and sometimes the information it creates can be misleading or false. It is the responsibility of each user to fact-check the output of generative AI before you use it. Please see PagerDuty Guidelines for the Safe and Secure Use of Generative AI for more information.

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Changes to PagerDuty Advance

We continuously strive to improve our genAI capabilities. If there are material changes to our PagerDuty Advance genAI features, we’ll document those in our PagerDuty Advance AI Disclosure.

Also, while PagerDuty Advance is General Access, certain features of PagerDuty Advance are currently in Early Access, as noted in our AI disclosure, and may be subject to more change.

PagerDuty Advance Benefits

• PagerDuty Advance Assistant: Reduce mean time to resolution (MTTR) for critical, unplanned work with the PagerDuty Advance Assistant, a genAI chatbot that provides responders with helpful insight from event to resolution. During an incident, users can interact with the PagerDuty Advance Assistant in Slack and Microsoft Teams using simple prompts, in order to get a summary of the key information about the incident. It can also anticipate common diagnostic questions and suggest troubleshooting steps.
  • PagerDuty Advance for Post-Incident Reviews: Create an AI-generated executive summary of the incident within Slack or Microsoft Teams. You can automatically import the summary into a new Jeli Post-Incident Review.
  • PagerDuty Advance Slack Side Panel: Users can send direct messages (DMs) and interact with the PagerDuty Advance Assistant without these messages being visible to other team members. This messaging interface provides a private, one-on-one conversation channel where users can ask questions, request assistance, and collaborate on tasks directly with the PagerDuty Advance Assistant.
• PagerDuty AI Agents: Supercharge teams with AI agents that guide and assist responders by taking on tedious or repetitive tasks within your connected ecosystem of tools, freeing up human capacity for high-impact work and innovation.
• PagerDuty Advance Integration for Amazon Q: Our integration with Amazon Q enhances incident responses by incorporating data from your Amazon Q Business apps. This connection provides comprehensive operational information from your organization's tools, helping teams resolve incidents more quickly and effectively.
• PagerDuty Advance for Status Updates: Our generative AI leverages Slack and Microsoft Teams and PagerDuty log entries to create and send internal status updates. When unplanned, interrupting work strikes, communication and coordination are essential. With push-button means of crafting a draft, responders can regain the time and resources needed to reduce downtime and team stress levels. With PagerDuty Advance for Status Updates, responders can easily keep stakeholders informed throughout an incident, while remaining focused on resolution.

Requirements

In PagerDuty:

• You will need an Admin, Global Admin or Account Owner base role.

In Slack:

• You need to be a workspace admin or owner.

In Microsoft Teams:

• A Microsoft Teams Admin must enable third-party apps for your organization, in order to download the PagerDuty app.
• A Microsoft Admin will need to authorize the Microsoft Graph API permissions required by the PagerDuty app.

How it Works

Once the PagerDuty Advance Assistant is connected to the chat app:

• Users can interact with the PagerDuty Advance Assistant in a channel to receive wider context, potential root causes and on-call information.

• The PagerDuty Advance Assistant allows PagerDuty to read the history of channels directly associated with the incident or service. This information then combines with PagerDuty incident log entries, allowing users to generate a Post-Incident Review draft from any resolved incident.

• Users can generate status updates from an incident, which leverages the associated Slack channel and PagerDuty log entries.

Integration Walkthrough

Enable the PagerDuty Advance Assistant and AI Agents

1. Connect a Chat Integration

• Connect PagerDuty Advance to Slack
• Connect PagerDuty Advance to Microsoft Teams

Connect PagerDuty Advance to Slack

1. Navigate to AI AI Settings select the Assistant and AI Agents Configuration tab.
2. Under Chat Integrations:
   1. If Slack shows Not Connected:
      1. Install the Slack | PagerDuty integration.
      2. Enable the PagerDuty Slack app’s Optional Scopes to allow communication with PagerDuty Advance:
         1. Navigate to Integrations Slack Integration.
         2. Click View next to the connected Slack workspace.
         3. Enable the PagerDuty Slack app’s Optional Scopes.
   2. If Slack shows Update available:
      1. Enable the PagerDuty Slack app’s Optional Scopes to allow communication with PagerDuty Advance:
         1. Navigate to Integrations Slack Integration.
         2. Click View next to the connected Slack workspace.
         3. Enable the PagerDuty Slack app’s Optional Scopes.
3. Navigate to AI AI Settings select the Assistant and AI Agents Configuration tab, and confirm that Slack shows Connected.
4. Toggle Slack’s switch to the on position.
5. Optional: Click Configure and enable proactive incident messages.
   1. Toggle Proactive Incident Insights to the on position. When an incident triggers, automatically send a message to the incident channel with the incident’s context, symptoms, overall impact on services and customers, and suggested investigation paths.
   2. Toggle Proactive Incident Summarization to the on position. When new users join an incident channel, automatically send them a private incident summary. After an incident is resolved, send a Post-Incident Review to the incident channel.

Enable the PagerDuty Advance Slack Side Panel

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Availability

This feature is only available on Slack paid plans.

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Required Scopes

The PagerDuty Advance Slack side panel requires additional scopes. A PagerDuty Admin may need to reauthorize the Slack integration in order to grant these scopes.

1. In your Slack workspace, navigate to Preferences Navigation scroll down to App agents & assistants.
2. Enable the PagerDuty checkbox.

Slack Admins can also enable the PagerDuty Advance Slack side panel for everyone in your Slack workspace. Please visit the Display AI apps in Slack article for more information.

Edit the Bot User Name

If you would like to edit the bot's user name after you have configured the integration, perform the following:

1. Navigate to the Slack Marketplace using one of the following methods:
   1. Via URL:
      1. Go to https://[your-pagerduty-subdomain].slack.com/marketplace and click Manage in the upper right.
      2. Select PagerDuty.
      3. Click the App Details tab. You will be redirected to the Slack Marketplace.
      4. Select the Configuration tab and continue to step 2.
   2. Via Slack:
      1. Select PagerDuty from the Apps section in the left menu.
      2. Click Configuration. You will be redirected to the Slack Marketplace. Continue to step 2.
2. Scroll to the Bot User section and click Edit.
3. Enter a new bot name and click Save Changes.

Connect PagerDuty Advance to Microsoft Teams

1. Navigate to AI AI Settings select the Assistant and AI Agents Configuration tab.
2. Under Chat Integrations, if Microsoft Teams shows Not Connected:
   1. Install the Microsoft Teams | PagerDuty integration.
   2. In Microsoft Teams, add the Optional Permissions for PagerDuty Advance to allow communication with PagerDuty Advance.
3. Navigate to AI AI Settings select the Assistant and AI Agents Configuration tab, and confirm that Microsoft Teams shows Connected.
4. Toggle Microsoft Teams’ switch to the on position.
5. Optional: Click Configure and enable proactive incident messages.
   1. Toggle Proactive Incident Insights to the on position. When an incident triggers, automatically send a message to the incident channel with the incident’s context, symptoms, overall impact on services and customers, and suggested investigation paths.
   2. Toggle Proactive Incident Summarization to the on position. When new users join an incident channel, automatically send them a private incident summary. After an incident is resolved, send a Post-Incident Review to the incident channel.

2. Enable or Disable AI Agents

You can choose which AI agents to enable or disable by following the steps below.

1. Navigate to AI AI Settings select the Assistant and AI Agents Configuration tab.
2. Under AI Agents, toggle the switch of an AI Agent to the on or off position.
3. Visit the AI agents’ guides for additional setup instructions:
   • Insights Agent (Coming Soon)
   • Shift Agent (Early Access)
   • Scribe Agent (Early Access)
   • SRE Agent (Coming Soon)

3. Add Data Sources

Add a GitHub Personal Access Token

Grant access to your Github repositories so PagerDuty Advance can automatically use incident and chat data to identify and surface important change events that may have caused the incident.

1. Install the Github Changes | PagerDuty integration.
2. Navigate to AI AI Settings select the Assistant and AI Agents Configuration tab.
3. Under Data Sources, toggle Allow PagerDuty Advance to access Github Repositories to the on position.
4. Copy your Github token and paste it into the GitHub Personal Access Token field.
5. Click Save Token.

Connect PagerDuty Advance with Amazon Q

PagerDuty Advance’s integration as a data accessor for Amazon Q enables teams to use chat apps to quickly search and retrieve intelligent insights from multiple external sources connected to your organization’s Amazon Q Business apps. For instance, when investigating similar past incidents, users can quickly access relevant runbook documentation from Confluence or pull historical data from ServiceNow, streamlining the troubleshooting and resolution process.

For more information on Amazon Q data accessors, please visit the Amazon Q Business User Guide.

In the AWS Management Console

1. In the Services search bar, search and select Amazon Q Business.
2. Under the Applications section, click Create application to create a new Amazon Q Business application.
3. On the Create application page:
   1. Under Application name, enter the new application’s name.
   2. Under User access, select Authenticated access.
   3. Under Access management method, select AWS IAM Identity Center (recommended).
   4. Click Create.
4. Under the Amazon Q Business left menu’s Enhancements section, select Data accessors.
5. Click Add data accessor, then select the PagerDuty Advance data accessor.
6. Update the PagerDuty Advance data accessor’s name, data sources, and access permissions as needed. When ready, click Add data accessor.
7. Leave the Data accessor configuration details prompt open – you'll need these details when configuring this connection in your PagerDuty Advance settings within PagerDuty.

In PagerDuty

1. Navigate to AI AI Settings select the Assistant and AI Agents Configuration tab.

2. Under Data Sources, toggle Enable Amazon Q Business to the on position.

3. On the Amazon Q Business Configuration Values modal, enter your PagerDuty Advance data accessor details from AWS.

   In PagerDuty: Amazon Q Business Configuration Values modal	In AWS: PagerDuty Advance data accessor fields	AWS field description
   IdC application region	IdC application region	The AWS region for the IAM Identity Center instance (e.g. us-west-2)
   Application ID	Application ID	The Amazon Q Business application ID (e.g. 1a1a1a1-2b2b-3c3c-4d4d-5e5e5e5e5e)
   Application region	Application region	The AWS region for the Amazon Q Business application (e.g. us-west-2)
   Retriever ID	Retriever ID	The Amazon Q Business retriever ID for PagerDuty Advance (e.g. 1a1a1a1-2b2b-3c3c-4d4d-5e5e5e5e5e)
   IdC application ARN	IdC application ARN	Also called the Data Accessor Application ARN, the client ID for IAM Identity Center (e.g. arn:aws:sso::...)

4. Click Save configuration values.

5. To change these values, click Edit configuration values, enter the new values, then click Save configuration values.

Enable AI Summaries

Enable AI Summaries features to generate AI-powered incident summaries on the PagerDuty web app.

1. Navigate to AI AI Settings select the AI Summaries tab.
2. Toggle PagerDuty Advance for Status Updates to the on position. Use the latest incident and Slack and Microsoft Teams data to automatically generate internal Status Updates.
3. Toggle PagerDuty Advance for Automation Digest to the on position. Use Automation Actions Log data to automatically generate log digest summaries.

Note: To access these features with the PagerDuty Advance Assistant, please enable at least one chat integration.

Manage PagerDuty Advance Account Settings

If you would like granular control over which PagerDuty Advance features are available within your account, you can manage these features in your PagerDuty Advance settings.

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Required User Permissions

Account Owners and Global Admins can manage PagerDuty Advance settings.
Other users can only view these settings.

To configure PagerDuty Advance settings, navigate to AI AI Settings and select from the tabs below:

• Assistant and AI Agents Configuration
• AI Summaries

Assistant and AI Agents Configuration

Chat Integrations

Toggle the switch of a chat integration to enable or disable the PagerDuty Advance Assistant and AI agents for your chat app.

• Slack
• Microsoft Teams

Note: When disabled, the PagerDuty Advance Assistant features including Post-Incident Reviews and Slack Side Panel are disabled for your chat app.

Click Configure on your enabled chat integration to turn proactive messages on or off:

• Proactive Incident Insights: When an incident triggers, automatically send a message to the incident channel with the incident’s context, symptoms, overall impact on services and customers, and suggested investigation paths.
• Proactive Incident Summarization: When new users join an incident channel, automatically send them a private incident summary. After an incident is resolved, send a Post-Incident Review to the incident channel.

AI Agents

Toggle the switch of an AI agent to turn it on or off.

• Insights Agent (Coming Soon)
• Shift Agent (Early Access)
• Scribe Agent (Early Access)
• SRE Agent (Coming Soon)

Data Sources

Toggle the switch of a data source to control the information that the PagerDuty Advance Assistant can access.

• Allow PagerDuty Advance to access Github Repositories: Automatically use incident and chat data to identify recent code changes that may have caused the incident.
• Enable Amazon Q Business: Use Amazon Q Business to retrieve information from its connectors within PagerDuty Advance.

AI Summaries

Toggle the switch of an AI Summary feature to turn it on or off.

• PagerDuty Advance for Status Updates: Use the latest incident and Slack and Microsoft Teams data to automatically generate internal status updates.
• PagerDuty Advance for Postmortems (Beta): Use the latest incident and Slack data to automatically generate postmortem reports.
• PagerDuty Advance for Automation Digest: Use Automation Actions Log data to automatically generate log digest summaries.

Globally Disable PagerDuty Advance

1. Navigate to AI AI Settings.
2. Click the ... button in the top right corner.
3. Select Disable PagerDuty Advance.
4. Click the Disable button on the next modal.

Note: To re-enable PagerDuty Advance, navigate to AI AI Settings and click the Enable Advance button.

Warning: This global disable will not affect the AI Generated Runbooks (Early Access) feature. If you would like to disable this feature, please contact our Sales Team.

PagerDuty Advance User Guide

Please see our PagerDuty Advance User Guide to learn more about using PagerDuty Advance's features after it's been configured.

PagerDuty Advance Trial for Legacy Pricing Plans

Customers on some legacy pricing plans (e.g., Digital Operations) can trial PagerDuty Advance. As the Account Owner:

1. In the PagerDuty web app, navigate to User Icon Account Settings.
2. In the section Product Trials, click Activate PagerDuty Advance Trial.

Your PagerDuty Advance trial will begin immediately, and you will be able to see your remaining credits and the trial end date. Click Configure PagerDuty Advance to manage PagerDuty Advance settings.

FAQ

How do actions and credits work?

How many credits does each action cost?

How do I view the credits I have left?

What Large Language Models (LLMs) does PagerDuty use?

Does PagerDuty Advance train models using my data?

How do I get more compliance, legal, privacy or security information about PagerDuty Advance?

Are there any requirements for PagerDuty Advance actions to work?

Why does the PagerDuty Slack bot only show a "Welcome to the PagerDuty App" message instead of answering my question?

How can I use the PagerDuty Advance plugin with Amazon Q?

What PagerDuty Advance Assistant questions are supported In Japanese?