New SMS Formatting Standard for Incident Notifications
Starting May 23 date, 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.
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
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 3.5 release review
Our new incident Objects in Salesforce give users a single source of truth when seconds matter by uniting DevOps, Customer Service and ITOps organizations during the incident response process. Agents are now fully empowered to immediately engage key experts across the organization and automate both swarming and traditional tiered workflows to drive down case resolution time and protect SLAs. Learn More or visit our integration page.
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.
- 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.
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.
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.
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 and Digital Operations 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 and Digital Operations plans.
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 or Digital Operations 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.
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.
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.
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.
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.
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 surfaces the changes that most likely caused an incident, so responders can eliminate irrelevant changes and identify the root cause quickly.
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 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.
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.
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.
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.
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.
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.
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.
- 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.
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 or Digital Operations 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.
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.
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 [Digital Operations, 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.
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.
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.
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.
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.
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.
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.
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.
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 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.
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.
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.
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.
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.
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.
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 and Digital Operations 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.
The Service Directory now allows users to search by integration key, returning a list of services where the key is configured.
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.
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.
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.
In the Service Directory, users can now search for technical services associated with Business Services with a Business Service filter.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 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.
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.
Apr. 14 — Cherwell Integration
The bi-directional Cherwell ITSM integration allows for advanced notification when incident tickets are created.
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.
Feb. 7 — Event Intelligence: Preview Intelligent Alert Grouping
Service owners can now preview potential noise reduction and grouping behavior before activating Intelligent Alert Grouping.
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.
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.
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.
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.
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.
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.
Oct. 1 — Global Event Rules Update: API
An API designed to help admins and developers automate the management of their Global Event Rules.
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.
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.
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.
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.
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.
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.
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.
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:
Customers using an older version should update their integration to the latest version on our website.
- 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, and Digital Operations plans. Please contact our Sales team if you are interested in this feature
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.
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.
- 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
Updated 7 days ago