Premium Incident Workflows

Premium Incident Workflows extend on the set of functionality available as part of basic Incident Workflows in order to provide a premium incident management experience. This functionality includes a richer set of actions and triggers in order to empower workflow administrators and responders to automate and structure their workflow throughout the lifecycle of the incident.

Benefits of Premium Incident Workflows

  • Increased control over when actions run — With the introduction of delays and loops, Premium Incident Workflows can be extended to cover the full lifecycle of an incident, ensuring the right actions happen at the right time.
  • Rich set of actions — Premium Incident Workflows expand the incident workflow action library, enabling users to invoke automation that covers both core PagerDuty incident management functionality and multiple integrations.
  • Targeted conditions — With Premium Incident Workflows, customers can trigger workflows off of the full range of incident fields. These include numerous standard PD-CEF fields, as well as Custom Fields defined by the user.

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Availability

Premium Incident Workflows are included with our Enterprise Incident Management pricing plan. Please contact our Sales team to upgrade to Enterprise Incident management.

Logic Actions

Logic actions are a set of Incident Workflow actions which control the flow of an incident workflow. The three logic actions are Loop Until, Condition and Delay.

Loop Until

Loop Until is an action that executes a series of steps repeatedly until a condition is met.

  • In the section All of the following conditions must be met, specify what conditions must be met for loop execution to halt.
    • Note: The Loop Until action will not automatically terminate when an incident is resolved. If you’d like to halt a loop at resolution, you should define a condition that specifies: Field = “Status”, Operator = “Matches”, Value = “Resolved”.
  • In the section Delay between loops, specify how long to delay between each loop of the action. Duration format is XXd XXh XXm.
    • The minimum value is 5m and maximum value is 365d.
  • In the section Maximum loops, specify the maximum number of times the loop should executed if the condition has not yet been met.
    • The minimum value is 1 and maximum value is 1000.
Loop until example

Loop until example

Condition

Condition is an action that executes a series of steps when a condition is met.

  • In the section All of the following conditions must be met, specify what conditions must be met for the actions within the Condition to be executed.

    • As an example, you can select Field = “Status”, Operator = “Matches”, Value = “Resolved” if you would like the condition to execute only if the incident has been resolved at the time the Condition is checked, before proceeding to any actions after the Condition logic action.
    Condition example

    Condition example

Delay

Delay is an action that sets a time delay before moving to the next step.

  • In the Delay Period section, specify how long to delay before proceeding to the next action in the workflow.

    • The duration format is XXd XXh XXm. The minimum value is 5m and maximum value is 365d.
Set the delay period

Set a delay period

Premium Actions

Premium Incident Workflow Actions provide an advanced set of actions exclusively available to Enterprise Incident Management customers. These actions expand on the standard Incident Workflows functionality by allowing workflows to invoke actions that are highly customizable or deeply integrated with products outside of the PagerDuty Operations Cloud.

AWS: Invoke a Lambda Function

Description: Invoke an AWS Lambda function with a custom payload

Instructions:

a. Enter the following:

  • Integration: Select a Workflow Integration or click New AWS Connection to establish a new one.
  • Function name: Enter the name of the Lambda function to invoke.
  • Payload: Specify the payload in JSON to send to the Lambda function. Ex: {“key”: ”value”, ...}
  • Invocation type: Select an invocation type, Event, RequestResponse or DryRun. If left blank, defaults to RequestResponse (synchronous).
  • Region: The region in which the function is defined. If left blank, uses the default region configured for the integration.

b. Click Save.

Outputs

NameDescription
Lambda ResponseThe response from the Lambda invocation.
ResultValue that shows if the action was successful or not. Either "Success" or "Failed."
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Azure: Invoke an Azure Function

Description: Invoke an Azure function with a custom payload.

Instructions:

a. Enter the following:

  • Integration: Select a Workflow Integration or click New Azure Functions Connection to establish a new one.
  • Payload: Specify the payload in JSON to send to the Azure function. Ex: {“key”: ”value”, ...}

b. Click Save.

Outputs

NameDescription
Response Status CodeThe status code of the response. 204 is the expected value for successful for Functions 2.x and higher.
Successful Status Code ResponseBoolean value that signifies if the call made within the action was successful or not (i.e. 2XX).
Response Time MillisecondsThe time in milliseconds taken for the request to be sent and the response to be received
ResultValue that shows if the action was successful or not. Either "Success" or "Failed."
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
ServiceNow ITSM: Create an Incident

Description: Create a ServiceNow Incident.

Requirements: You must have the ServiceNow v8 integration configured prior to using this action.

Instructions:

a. Perform the following:

  • ServiceNow Connection: Select the ServiceNow instance you would like to connect with.

b. Click Save.

c. You may add multiple ServiceNow instances by repeating the steps above.

Outputs

NameDescription
Incident URLThe URL for a direct link to the ServiceNow Incident.
Incident NumberThe Number for the ServiceNow Incident.
ResultValue that shows if the action was successful or not. Either "Success" or "Failed."
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Slack: Send a Direct Message

Description: Send a message to a Slack user.

Instructions:

a. Enter the following:

  • Workspace: Select the Slack Workspace with your desired channel from the list in the dropdown, or click Connect Another Slack Workspace to add a new one.
  • User: The user to send this message to. You will only be able to select users who have linked their PagerDuty and Slack accounts.
  • Message: Enter the message body. This field supports Slack mrkdwn formatting and emojis. You may optionally add field references to the message by clicking {+}, or entering {{, and selecting relevant fields.

b. Click Save.

Outputs

NameDescription
ResultValue that shows if the action was successful or not. Either "Success" or "Failed"
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Slack: Send an Ephemeral Message

Description: Send a temporary message, visible only to a specific user.

Instructions:

a. Enter the following:

  • Workspace: Select the Slack Workspace with your desired channel from the list in the dropdown, or click Connect Another Slack Workspace to add a new one.
  • Channel: Select Dedicated Incident Channel or A specific channel to determine where the message is sent.
    • If you select Dedicated Incident Channel, the action will run on the channel associated with the incident. If there is no dedicated slack channel for the incident, the action will fail.
    • If you select A specific channel, choose your desired channel from the Select the Channel dropdown. Note: If you have not already done so, you or an administration may need to link your Slack account before your workspace's channels will appear in the dropdown.
  • User: Only the selected user can see the message. The user must be a member of the selected channel and active in Slack to receive the message. You will only be able to select users who have linked their PagerDuty and Slack accounts.
  • Message: Enter the message body. This field supports Slack mrkdwn formatting and emojis. You may optionally add field references to the message by clicking {+}, or entering {{, and selecting relevant fields.

b. Click Save.

Outputs

NameDescription
ResultValue that shows if the action was successful or not. Either "Success" or "Failed"
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Slack: Prompt to Add a Note to the Incident

Description: Send a Slack message to a channel with a button to add a note for the incident.

Instructions:

a. Enter the following:

  • Workspace: Select the Slack Workspace with your desired channel from the list in the dropdown, or click Connect Another Slack Workspace to add a new one.
  • Channel: Select Dedicated Incident Channel or A specific channel to determine where the message is sent.
    • If you select Dedicated Incident Channel, the action will run on the channel associated with the incident. If there is no dedicated slack channel for the incident, the action will fail.
    • If you select A specific channel, choose your desired channel from the Select the Channel dropdown. Note: If you have not already done so, you or an administration may need to link your Slack account before your workspace's channels will appear in the dropdown.
  • Message: Enter the message body. This field supports Slack mrkdwn formatting and emojis. You may optionally add field references to the message by clicking {+}, or entering {{, and selecting relevant fields.

b. Click Save.

Outputs

NameDescription
ResultValue that shows if the action was successful or not. Either "Success" or "Failed"
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Slack: Prompt to Add Responders to the Incident

Description: Send a Slack message to a channel with a button to Add Responders to the incident.

Instructions:

a. Enter the following:

  • Workspace: Select the Slack Workspace with your desired channel from the list in the dropdown, or click Connect Another Slack Workspace to add a new one.
  • Channel: Select Dedicated Incident Channel or A specific channel to determine where the message is sent.
    • If you select Dedicated Incident Channel, the action will run on the channel associated with the incident. If there is no dedicated slack channel for the incident, the action will fail.
    • If you select A specific channel, choose your desired channel from the Select the Channel dropdown. Note: If you have not already done so, you or an administration may need to link your Slack account before your workspace's channels will appear in the dropdown.
  • Message: Enter the message body. This field supports Slack mrkdwn formatting and emojis. You may optionally add field references to the message by clicking {+}, or entering {{, and selecting relevant fields.

b. Click Save.

Outputs

NameDescription
ResultValue that shows if the action was successful or not. Either "Success" or "Failed".
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Slack: Prompt to Escalate the Incident

Description: Send a Slack message to a channel with a button to escalate the incident.

Instructions:

a. Enter the following:

  • Workspace: Select the Slack Workspace with your desired channel from the list in the dropdown, or click Connect Another Slack Workspace to add a new one.
  • Channel: Select Dedicated Incident Channel or A specific channel to determine where the message is sent.
    • If you select Dedicated Incident Channel, the action will run on the channel associated with the incident. If there is no dedicated slack channel for the incident, the action will fail.
    • If you select A specific channel, choose your desired channel from the Select the Channel dropdown. Note: If you have not already done so, you or an administration may need to link your Slack account before your workspace's channels will appear in the dropdown.
  • Message: Enter the message body. This field supports Slack mrkdwn formatting and emojis. You may optionally add field references to the message by clicking {+}, or entering {{, and selecting relevant fields.

b. Click Save.

Outputs

NameDescription
ResultValue that shows if the action was successful or not. Either "Success" or "Failed".
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Slack: Prompt to Reassign the Incident

Description: Send a Slack message to a channel with a button to reassign the incident.

Instructions:

a. Enter the following:

  • Workspace: Select the Slack Workspace with your desired channel from the list in the dropdown, or click Connect Another Slack Workspace to add a new one.
  • Channel: Select Dedicated Incident Channel or A specific channel to determine where the message is sent.
    • If you select Dedicated Incident Channel, the action will run on the channel associated with the incident. If there is no dedicated slack channel for the incident, the action will fail.
    • If you select A specific channel, choose your desired channel from the Select the Channel dropdown. Note: If you have not already done so, you or an administration may need to link your Slack account before your workspace's channels will appear in the dropdown.
  • Message: Enter the message body. This field supports Slack mrkdwn formatting and emojis. You may optionally add field references to the message by clicking {+}, or entering {{, and selecting relevant fields.

b. Click Save.

Outputs

NameDescription
ResultValue that shows if the action was successful or not. Either "Success" or "Failed".
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Slack: Prompt to Run an Automation Action on the Incident

Description: Send a Slack message to a channel with a button to run an Automation Action on the incident.

Instructions:

a. Enter the following:

  • Workspace: Select the Slack Workspace with your desired channel from the list in the dropdown, or click Connect Another Slack Workspace to add a new one.
  • Channel: Select Dedicated Incident Channel or A specific channel to determine where the message is sent.
    • If you select Dedicated Incident Channel, the action will run on the channel associated with the incident. If there is no dedicated slack channel for the incident, the action will fail.
    • If you select A specific channel, choose your desired channel from the Select the Channel dropdown. Note: If you have not already done so, you or an administration may need to link your Slack account before your workspace's channels will appear in the dropdown.
  • Message: Enter the message body. This field supports Slack mrkdwn formatting and emojis. You may optionally add field references to the message by clicking {+}, or entering {{, and selecting relevant fields.

b. Click Save.

Outputs

NameDescription
ResultValue that shows if the action was successful or not. Either "Success" or "Failed".
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Slack: Prompt to Run an Incident Workflow on the Incident

Description: Send a Slack message to a channel with a button to run an Incident Workflow on the incident.

Instructions:

a. Enter the following:

  • Workspace: Select the Slack Workspace with your desired channel from the list in the dropdown, or click Connect Another Slack Workspace to add a new one.
  • Channel: Select Dedicated Incident Channel or A specific channel to determine where the message is sent.
    • If you select Dedicated Incident Channel, the action will run on the channel associated with the incident. If there is no dedicated slack channel for the incident, the action will fail.
    • If you select A specific channel, choose your desired channel from the Select the Channel dropdown. Note: If you have not already done so, you or an administration may need to link your Slack account before your workspace's channels will appear in the dropdown.
  • Message: Enter the message body. This field supports Slack mrkdwn formatting and emojis. You may optionally add field references to the message by clicking {+}, or entering {{, and selecting relevant fields.

b. Click Save.

Outputs

NameDescription
ResultValue that shows if the action was successful or not. Either "Success" or "Failed".
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Slack: Prompt to Send a Status Update for the Incident

Description: Send a Slack message to a channel with a button to send a status update for the incident.

Instructions:

a. Enter the following:

  • Workspace: Select the Slack Workspace with your desired channel from the list in the dropdown, or click Connect Another Slack Workspace to add a new one.
  • Channel: Select Dedicated Incident Channel or A specific channel to determine where the message is sent.
    • If you select Dedicated Incident Channel, the action will run on the channel associated with the incident. If there is no dedicated slack channel for the incident, the action will fail.
    • If you select A specific channel, choose your desired channel from the Select the Channel dropdown. Note: If you have not already done so, you or an administration may need to link your Slack account before your workspace's channels will appear in the dropdown.
  • Message: Enter the message body. This field supports Slack mrkdwn formatting and emojis. You may optionally add field references to the message by clicking {+}, or entering {{, and selecting relevant fields.

b. Click Save.

Outputs

NameDescription
ResultValue that shows if the action was successful or not. Either "Success" or "Failed".
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Slack: Prompt to Update Priority on the Incident

Description: Send a Slack message to a channel with a button to update the priority on the incident.

Instructions:

a. Enter the following:

  • Workspace: Select the Slack Workspace with your desired channel from the list in the dropdown, or click Connect Another Slack Workspace to add a new one.
  • Channel: Select Dedicated Incident Channel or A specific channel to determine where the message is sent.
    • If you select Dedicated Incident Channel, the action will run on the channel associated with the incident. If there is no dedicated slack channel for the incident, the action will fail.
    • If you select A specific channel, choose your desired channel from the Select the Channel dropdown. Note: If you have not already done so, you or an administration may need to link your Slack account before your workspace's channels will appear in the dropdown.
  • Message: Enter the message body. This field supports Slack mrkdwn formatting and emojis. You may optionally add field references to the message by clicking {+}, or entering {{, and selecting relevant fields.

b. Click Save.

Outputs

NameDescription
ResultValue that shows if the action was successful or not. Either "Success" or "Failed".
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Slack: Send a Message to a Channel with an Incident Action

Description: Send a message to a channel in Slack with an Incident Action.

Instructions:

a. Enter the following:

  • Workspace: Select the Slack Workspace with your desired channel from the list in the dropdown, or click Connect Another Slack Workspace to add a new one.
  • Channel: Select Dedicated Incident Channel or A specific channel to determine where the message is sent.
    • If you select Dedicated Incident Channel, the action will run on the channel associated with the incident. If there is no dedicated slack channel for the incident, the action will fail.
    • If you select A specific channel, choose your desired channel from the Select the Channel dropdown. Note: If you have not already done so, you or an administration may need to link your Slack account before your workspace's channels will appear in the dropdown.
  • Message: Enter the message body. This field supports Slack mrkdwn formatting and emojis. You may optionally add field references to the message by clicking {+}, or entering {{, and selecting relevant fields.
  • Incident Action to Include with the Message: Select an incident action to include with the message. The incident action will be included as a button below the message.

b. Click Save.

Outputs

NameDescription
ResultValue that shows if the action was successful or not. Either "Success" or "Failed".
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Create a Task

Description: Create and assign an Incident Task to a responder on an incident.

Instructions:

a. Enter the following:

  • Task Name: Enter a name for the task. You may optionally add field references to the task name by clicking {+}, or entering {{, and selecting relevant fields.
  • Status: The status you would like the task to have when it is created. Select To Do, In Progress, Done, or Skipped from the dropdown.
  • Assignee: Select a user from the dropdown. The task will be assigned to them when it is created.
  • Details: Enter any additional details related to completing the task. You may optionally add field references to the details by clicking {+}, or entering {{, and selecting relevant fields.

b. Click Save.

Outputs

NameDescription
Task IDID of the newly created task.
ResultValue that shows if the action was successful or not. Either "Success" or "Failed"
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Update Task Assignee

Description: Update the user assigned to an Incident Task.

Instructions:

a. Enter the following:

  • Task ID: Enter the ID of the task you'd like to update. Please read Action-Specific Field References for more information about how to retrieve a value from an Incident Workflow action.
  • Assignee: Select the user you'd like to reassign the task to from the dropdown.

b. Click Save.

Outputs

NameDescription
Task IDID of the newly created task.
ResultValue that shows if the action was successful or not. Either "Success" or "Failed"
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Update Task Details

Description: Update the details of an Incident Task.

Instructions:

a. Enter the following:

  • Task ID: Enter the ID of the task you'd like to update. Please read Action-Specific Field References for more information about how to retrieve a value from an Incident Workflow action.
  • Details: Enter the updated details related to completing the task. You may optionally add field references to the details by clicking {+}, or entering {{, and selecting relevant fields.

b. Click Save.

Outputs

NameDescription
Task IDID of the newly created task.
ResultValue that shows if the action was successful or not. Either "Success" or "Failed"
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Update Task Name

Description: Update the name of an Incident Task.

Instructions:

a. Enter the following:

  • Task ID: Enter the ID of the task you'd like to update. Please read Action-Specific Field References for more information about how to retrieve a value from an Incident Workflow action.
  • Task Name: Enter the updated name for the task. You may optionally add field references to the task name by clicking {+}, or entering {{, and selecting relevant fields.

b. Click Save.

Outputs

NameDescription
Task IDID of the newly created task.
ResultValue that shows if the action was successful or not. Either "Success" or "Failed"
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.
Update Task Status

Description: Update the status of an Incident Task.

Instructions:

a. Enter the following:

  • Task ID: Enter the ID of the task you'd like to update. Please read Action-Specific Field References for more information about how to retrieve a value from an Incident Workflow action.
  • Status: The update status you would like the task have. Select To Do, In Progress, Done, or Skipped from the dropdown.

b. Click Save.

Outputs

NameDescription
Task IDID of the newly created task.
ResultValue that shows if the action was successful or not. Either "Success" or "Failed"
Result SummaryBrief description of what the action did or if it failed.
ErrorBrief description that is populated if the action failed.

Additional Trigger Conditions

Information about additional trigger conditions will be posted in this section once it is available.