PagerDuty Copilot + Slack Integration Benefits

• Generative AI Assistant: Reduce mean time to resolution (MTTR) for critical, unplanned work with the Generative AI Assistant. During an incident, users can interact with an AI assistant in Slack to gain context, learn of deployed changes that may have caused the issue, and list on-call users that should be added to the incident. This feature keeps Incident Commanders and Stakeholders easily informed and coordinated toward an efficient resolution.
• Generative AI Postmortems: Seamlessly learn forward from incidents with AI-generated postmortems. PagerDuty Copilot combines critical information from Slack and PagerDuty log entries to reconstruct key incident events. This serves as an initial postmortem draft, including content such as an Overview, Impact, Root Cause, Timeline, etc., that you can edit further.
• Generative AI Status Updates: Our generative AI leverages Slack and PagerDuty log entries to create status update drafts with one click. 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 Generative AI Status Updates, responders can easily keep stakeholders informed throughout an incident, while remaining focused on resolution.

📘

Early Access Phase & Generative AI Information

• The PagerDuty Copilot integration is currently in Early Access, with features and documentation subject to change.
• This app will be used to support generative AI features within PagerDuty. Generative AI is a predictive tool, but the information it creates can be misleading, or at times, false. It is the responsibility of each user to fact-check the output of generative AI before you use it.
• Please see our AI Security Guidelines for more information on the safe and secure use of generative AI features.

Requirements

In PagerDuty:

• You must first install the Slack Integration in order to use the PagerDuty Copilot Integration.
• Initial Configuration: This integration requires an Admin, Global Admin or Account Owner base role to perform the initial configuration. This includes mapping your PagerDuty account to your Slack workspace.
• The PagerDuty Copilot Integration is supported for the US service region.

In Slack:

• You need to be a workspace admin or owner.

How it Works

• Once authorized, users can interact with an AI assistant in an incident-specific Slack channel to receive wider context, potential root causes and on-call information.

• Once authorized, the PagerDuty Copilot App for Slack allows PagerDuty to read the history of Slack channels directly associated with the incident or service. This information is then combined with PagerDuty incident log entries, allowing users to generate a postmortem draft from any resolved incident.

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

Integration Walkthrough

Initial Configuration

1. If you have not already done so, you must first install the Slack Integration.
2. Next, navigate to Integrations Extensions. Select the PagerDuty Copilot tile at the top.

3. On the Welcome page, click Authorize Integration.
4. To support the generative AI capabilities below, the bot needs to be able to join the channel, send messages and URLs within the channel, and view the channel history:

• Generative AI Assistant
• Generative AI Postmortems
• Generative AI Status Updates

5. On the Extensions PagerDuty Copilot screen, click Connect a new Workspace. In the top right, select the same Workspace that was configured with your Slack integration.
6. Review the permission request and then click Allow. Initial configuration is now complete.

Disconnect Workspace

📘

Slack Channel Bot Removal

When you disconnect from a Workspace, the PagerDuty Copilot bot will be removed from its Slack channels.

To disconnect a previously configured Workspace:

1. Navigate to Integrations Extensions and select the PagerDuty Copilot tile.
2. Click Disconnect to the right of your workspace’s name. A confirmation modal will appear; click Disconnect again to confirm.

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

Add a GitHub Personal Access Token

You may add your GitHub Personal Access Token to the integration so that PagerDuty can use it for Contributing Factor analysis.

1. Navigate to Integrations Extensions PagerDuty Copilot.
2. Click GitHub in the top right.
3. In the modal that appears, toggle Allow PagerDuty to access GitHub repositories? to the on position.
4. Paste your token in the GitHub Personal Access Token field.
5. Click Save.

Manage PagerDuty Copilot Account Settings

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

🚧

Required User Permissions

Account Owners and Global Admins can manage PagerDuty Copilot account settings.

1. Navigate to User Icon Account Settings select the PagerDuty Copilot tab.
2. You may toggle the following generative AI features on or off:
   1. PagerDuty Copilot for Status Updates: Use the latest incident and Slack data to automatically generate internal status updates.
   2. PagerDuty Copilot for Postmortems:: Use the latest incident and Slack data to automatically generate postmortem reports.
   3. PagerDuty Copilot for Automation Actions:: Use Automation Actions Log data to automatically generate log digest summaries.
   4. PagerDuty Copilot for Slack: Use the PagerDuty Copilot in Slack channels to get help during the incident resolution process. Both PagerDuty Slack Apps need to be connected to enable all capabilities.
3. Once toggled to the preferred on or off position, the feature will automatically be enabled or disabled within the account.

Slack Connection Indicators

In the Get the most of your Generative AI capabilities with Slack section, you will see the two apps required to use the PagerDuty Copilot integration:

• PagerDuty Slack App
• PagerDuty Copilot App

If you have completed the necessary steps in our Slack and PagerDuty Copilot integration guides, these apps will have a Connected indicator on the right. If these steps have not been completed, there will be an Not Connected indicator on the right, and you should follow the above guides to configure both apps.

PagerDuty Copilot User Guide

Ask AI Assistant Questions

1. First, you must create a Slack channel from a PagerDuty Incident.
2. Once created, you can interact with an AI assistant in the Slack channel by mentioning @PagerDuty Copilot and asking questions such as:

• “What happened?”: Understand the context of the incident.
• “What’s changed?”: Understand if any code changes were deployed recently that may be the root cause of the incident.
• “Who is on call?”: Understand whom to add to fix the issue.

To meet these requirements the bot needs to be able to join the channel, and send messages and urls within the channel. Please see the PagerDuty Privacy Policy to read more about how we collect, use and disclose your information.

Generate a Postmortem

🚧

Required User Permissions

• Observers, Limited Users, Users, Admins and Account Owners (or their respective advanced permission base roles) can generate postmortems.
• You must have a dedicated incident channel, or have at least one Slack channel connection to a PagerDuty service.

1. Once you have resolved an incident in the PagerDuty web app, click Generate Postmortem. In your connected Slack channel, you will see a message from the PagerDuty Copilot bot notifying you that it is analyzing your channel history.
2. A postmortem draft will automatically generate in the PagerDuty web app.
3. If you would like to edit the draft, click Edit Report in the top right and make your preferred changes.
4. Click Save in the upper right.

Generate a Status Update

🚧

Required User Permissions

• All users, with the exception of Limited and Full Stakeholders, can generate status updates for incidents assigned to them.
• Only Responders, Managers, Global Admins and Account Owners can generate status updates for incidents that are not assigned to them.

📘

Slack Channel Source

Status updates will be generated from the following Slack sources:

1. The incident-associated channel, when present.
2. The service-associated channel if there is no incident-associated channel and there is only one service-associated channel.
3. If there is more than one service-associated channel, then Slack data will not be used.

1. In the PagerDuty web app, click your preferred incident's Title, navigate to the Status Updates tab and then click New Update.
2. To the right of the Message field, click Generate. A status update will automatically generate. You may make edits to the draft according to your preferences.
3. Click Send Update.

FAQ

I received an error when I tried to ask the AI Assistant a question. How do I fix this?

If the AI Assistant does not respond when you ask it a question, you will receive the following error prompting you to re-authorize the app:

To re-authorize the app:

1. A PagerDuty Admin or Account Owner will need to navigate to Integrations Extensions PagerDuty Copilot tile.
2. Click Connect a new workspace.
3. Ensure that the correct Workspace is selected in the upper right dropdown. Click Allow.
4. The app has now been re-authorized.