Slack + PagerDuty Integration Benefits

• Collaborate seamlessly while managing PagerDuty incidents end-to-end from incident dedicated channels.
• Increase awareness of active incidents by receiving notifications in Slack, either by pre-configured service/team channel connections, or incident notification channels.
• Look up who is on-call, create Insights reports and manage the integration.
• Take action on your incident, all without leaving Slack.
  • Declare, acknowledge, escalate and resolve PagerDuty incidents.
  • Run Incident Workflows, send status updates, assign roles and delegate tasks.
• Save time by leveraging PagerDuty Advance GenAI capabilities.
  • Efficiently getting context (e.g., @PagerDuty what changed?).
  • Generating status updates (e.g., @PagerDuty draft a status update).
  • Summarizing the incident after resolution for post-incident reviews.
• Easily build post-incident reviews in Jeli by importing Slack data for analysis.

Requirements

In PagerDuty:

• 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.
• Slack Connection Management: Once your PagerDuty account has been mapped to your Slack workspace (see above) Team Managers, Admins and Account Owners can add a Slack channel connection to a PagerDuty service.
• Using the Integration: In order for users to be able to perform PagerDuty actions from within Slack or create new channel connections on the PagerDuty side, users must first link their PagerDuty and Slack user accounts. Actions such as acknowledging, resolving, viewing incident details, adding a note, escalating or running an Incident Workflow follow the PagerDuty user permissions for each action.
  • Slack users without PagerDuty licenses can create incidents through either unlinked user access or a Slack workflow.
• The Slack integration is supported for both US and EU service regions.

PagerDuty Advance

• We support PagerDuty Advance's features for the following service regions:
  • PagerDuty Advance Assistant: US and EU service regions
  • PagerDuty Advance for Status Updates: US and EU service regions
  • PagerDuty Advance for Automation Digest: US and EU service regions
  • PagerDuty Advance for Post-Incident Reviews: US service regions
  • AI Generated Runbooks (Early Access): US service region only

In Jeli

• Admin permissions are required to manage integrations in Jeli.
• Jeli is available for accounts in the US service region only.

In Slack:

• To install the PagerDuty application, you need to be a workspace admin or owner.

How it Works

• You can create dedicated channels to centralize incident coordination in Slack, and link notification channels for awareness of incidents in progress.
• You can declare, acknowledge, resolve, and perform other actions within Slack.
• If you configure a service/team channel connection, upon incident declare, an incident card will automatically send to the designated channel for all incidents for the configured service or team. Users can then perform actions (listed above) within Slack, or within PagerDuty, and the actions will be synced bi-directionally.
• Users can interact with PagerDuty Advance for a broad range of incident-related tasks, e.g., catch up on an incident’s status, draft status updates, etc.
• After resolving an incident, users have the option to create an Opportunity in your connected Jeli account.

Please see the PagerDuty Privacy Policy to read more about how we collect, use and disclose your information.

Integration Walkthrough

Initial Configuration

1. First, you will map your PagerDuty account to your Slack Workspace. In PagerDuty, navigate to Integrations Extensions. Select the Slack tile at the top.
   • If prompted, click Authorize Integration.
2. On the Slack Workspaces mapping screen, click Connect a new Workspace to connect your PagerDuty account to your Slack workspace. Connecting your PagerDuty account to your Slack workspace ensures that the PagerDuty bot is present and that PagerDuty slash commands can be executed from any Slack channel.
3. On the next screen, you will be asked to authorize the PagerDuty for Slack integration. Make sure that the correct workspace is selected in the top-right dropdown.
4. Click Allow to authorize.
5. On the next screen, you have the option to enable or disable the following settings by toggling them to the on or off position:
   • Create a Slack thread for all incidents:
     • On: After the initial declare notification, all further incident notifications will be posted in a thread under the declare notification.
     • Off: All incident notifications will be posted in the main Slack channel.
   • Declaring incidents by unlinked users:
     • On: Allows Slack users that do not have a linked PagerDuty user to declare incidents via Slack command. Once enabled, you can select the service(s) that unlinked users can declare incidents on. Unlinked users will only see and be able to declare incidents on the selected service(s).
     • Off: Only Slack users with a linked PagerDuty user can declare incidents via Slack command. Unlinked users can still declare incidents via a Slack Workflow if you have one configured.

Once this step is complete, you can then begin connecting PagerDuty services or Teams to a specific Slack channel, and using PagerDuty to manage incidents in Slack.

Add a Slack Channel Connection

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Required User Permissions

You will only be able to add connections to channels that you have Slack permissions for. If you do not have the appropriate Slack permissions for a channel, it will not appear in search results. If you need permissions to access a Slack channel, please contact your Slack administrator.

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Private Slack Channels

If you add a connection to a private Slack channel, the PagerDuty app (@pagerduty) will be automatically added to the channel. If the PagerDuty app is thereafter manually removed from that channel, it will cause the automatic deletion of the connection between the PagerDuty service or team and that Slack channel, and no subsequent incident notifications will be received in the channel.

Finally, you will add Slack channel connection(s). There are two ways to add channel connections:

• Via Slack Connection Management Page
• Via Slack Command

Via Slack Connection Management Page

On the Slack Connection Management page (Integrations Slack Integration click View next to your preferred Workspace), click Add Connection. Make selections in the following fields based on your preference:

Click Add Connection to connect your PagerDuty source to your Slack channel. To add multiple channel connections, repeat steps 4-5 as many times as needed. Once you have finished adding your connections, the Slack integration is now complete.

Via Slack Command

Navigate to your preferred Slack channel, enter the /pd connect command and make selections in the following fields based on your preferences:

Click Connect to connect your PagerDuty source to your Slack channel. To add multiple channel connections, repeat steps 4-5 as many times as needed. Once you have finished adding your connections, the Slack integration is now complete.

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Slack User Guide

Once initial configuration is complete, please read our Slack User Guide for instructions on how to use the integration.

Granular Bot Permissions

The Slack integration uses granular bot permissions, as detailed in the Bot Token Scopes table. All channel connections will be affected by granular bot permissions, but new connections will closely follow Slack workspace security settings. Creating channel connections may require users to have additional Slack permissions or admin authorization, as detailed in the Approve App Update section below.

Approve App Update

There are two Slack settings that may impact the app update:

• App Updates require a Slack Admin approval.
• Only Slack Admins or Slack app Managers can create PagerDuty service to Slack channel connections.

If a user does not have the correct Slack user permissions, then a notification will be sent to a Slack admin to approve the connection. If a Slack admin does not approve the new changes, users will not be able to create new Slack channels and PagerDuty service connections. If your Slack account has not restricted these settings, no action is required.

To approve the app update as a Slack Admin:

1. Navigate to the Slack admin portal and search for the PagerDuty app.
2. At the top right of the page, click Approve next to Manage app for entire workspace? and approve PagerDuty app changes.

Bot Token Scopes

Optional Scopes

There are three sets of optional scopes you may enable, depending on which PagerDuty platform features you intend to use. These scopes allow access to Slack chat messages, and read uploaded files enriching PagerDuty Advance "catch me up" and "wrap me up" incident summaries, status updates, and proactive incident messages. These permissions also allow Jeli to ingest data for post-incident analysis.

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Required User Permissions

Similar to the initial setup of PagerDuty into your Slack workspace, a Slack admin is required to enable optional scopes.

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Support Required to Disable

Once enabled, you will not be able to disable these scopes without assistance. Please contact Support if you would like to disable the scopes.

Chat Message Ingestion

By enabling Chat message ingestion on the Slack configuration page, we will request three additional scopes:

Private Channel Ingestion

By enabling Private channel ingestion on the Slack configuration page, we will request one additional scope:

File Access Permissions

By enabling Files Access Permissions on the Slack configuration page, we will request one additional scope. The permission is disabled by default when a Slack workspace is added.

Reauthorization

You may need to reauthorize your Slack scopes in order to gain access to new features.

To reauthorize, PagerDuty admins should visit Integrations Extensions Slack Integration. If reauthorization is required, you will see Reauthorize next to the name of your Slack workspace.

After clicking Reauthorize you will be asked to approve the additional scopes and permissions needed for new functionality. Reauthorization will not impact your current functionality or integration configuration.

Add Multiple Slack Workspace to PagerDuty Connections

In this version of the integration, you may add multiple workspace connections to multiple PagerDuty accounts.

Follow the Integration Walkthrough instructions for as many workspaces as you need to add to each PagerDuty account.

Slack Connection Management

Users with a Manager, Admin or Account Owner role can manage connections in PagerDuty on the Slack Connection Management page under Integrations Extensions Slack Integration . Note: This version of the Slack integration is no longer managed at the service level.

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Required User Permissions

• PagerDuty Team Managers (see restrictions below), Admins and Account Owners can view, edit and delete Slack channel connections.
• Team managers with a Restricted Access base role will not be able to manage connections for their team. If a Manager doesn't have access to a service or team, they will be view-only and unable to to edit changes.
• Responders will be able to see a view-only state of all the connections.

Add a New Slack Channel Connection

After configuring the integration for the first time, you may wish to connect additional PagerDuty services with Slack channels; you can repeat the steps in the section Add a Slack Channel Connection.

Edit or Remove a Slack Channel Connection

1. Navigate to Integrations Extensions select the Slack Integration tile. Click View to the right of your desired workspace.
2. To edit the connection, click the icon to the right, make any edits necessary and then click Save Connection. To remove the connection, click the to the right, and then confirm the removal by clicking Remove Connection in the modal that appears.

Disconnect Workspace

1. Navigate to Integrations Extensions select the Slack Integration tile. Click View to the right of your desired workspace.
2. Under Authorized Workspace, click Disconnect to the right of your workspace’s name. Enter disconnect in the modal and Disconnect.

Note: This action cannot be undone. If you’d like to reconnect your workspace to PagerDuty, please follow the instructions in the section Integration Walkthrough again.

PagerDuty Slack Integration API

Please view our developer documentation for more information about the PagerDuty Slack Integration API.

Slack User Guide

Please read our Slack User Guide for more information about using the integration after it has been configured.

Add a Slack Contact Method

Once the Slack integration has been configured, you can add Slack as an incident contact method. Please see our User Profile article for more information.

PagerDuty Advance AI Disclosure

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

1. Visit PagerDuty’s Assurance Profile.
2. In the Documents section of the page, click the “Public” tab to see the PagerDuty Advance AI Disclosure document.
3. Click Download while hovering over the document tile.

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PagerDuty Guidelines for the Safe and Secure Use of Generative AI

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

FAQ

What file types and limits exist for file upload?

We currently support .txt, .md, .jpg and .png files. One file can be attached to a slack message when the bot is mentioned, and file size can be up to 500Kb maximum.

Why is workspace mapping required?

Workspace mapping connects a PagerDuty account to a Slack workspace. This provides authorization and access to all channels in a workspace and removes the need to authorize connections on a channel by channel, service by service basis.

Can Managers perform the initial setup of a channel/service connection, or access and edit the settings for a connection?

• Users with a Manager role or higher can create and manage their teams’ connections.
• A PagerDuty users with an Admin role or higher will still need to connect the PagerDuty account to the Slack Workspace first.

Is there a way to allow non-PagerDuty users to declare incidents in Slack?

A PagerDuty admin can enable the Declaring of incidents by unlinked users option to allow non-PagerDuty users to declare incidents from Slack.

If this option has not been enabled, unlinked users can still declare incidents using a Slack workflow. Please see the section Create an Incident Declaration Slack Workflow for more information.

I changed my channel from public to private, and now my incidents aren't posting to Slack.

Please invite the PagerDuty bot (@PagerDuty ) to your Slack channel after you set it to private.

Do I need to install anything else to use slash commands?

No, slash commands are available out-of-the-box. In order use the /pd trigger command, please make sure that you’ve mapped Slack workspace PagerDuty (step 4 of the Integration Walkthrough).

Can I add multiple Slack workspaces to a single PagerDuty account?

Yes, you can map multiple workspaces to a single PagerDuty account by repeating the Initial Configuration.

Can I connect a workspace to both a PagerDuty account in the US service region and a PagerDuty account in the EU service region?

Yes, you can map a single workspace to PagerDuty accounts in different regions. You'll just need to make sure to run slash commands with the appropriate prefix (/pd for US and /pdeu for EU).

How do I view on-call information in Slack?

Use the command /pd oncall to see who is on call.

I'm seeing "Slackbot removed an integration from this channel: PagerDuty" in channels after a user was deactivated — did my integration break?

No: the message "Slackbot removed an integration from this channel: PagerDuty" does not actually mean that anything in the current integration has been broken or removed. All PagerDuty-Slack connections remain intact and functional despite what this alarming message might seem to indicate.

Context: Old, decommissioned versions of the PagerDuty-Slack integration utilized user-dependent incoming webhooks that lived on the Slack side and handled the webhooks arriving from PagerDuty. The new, current version of the PagerDuty-Slack integration does not rely on user-dependent authorization for sending information/messages from PD to Slack (it uses a bot token instead) and does not use Slack’s incoming webhooks. The migration a few years ago to the newest version of the PagerDuty-Slack integration (on v3 PagerDuty webhooks) was unable to remove the old incoming webhooks resources, so they remained in place on the Slack side. The observed message from Slackbot about PagerDuty removal occurs when those old, mothballed incoming webhooks are automatically removed by Slack upon deactivation of the user who originally authorized and created them.