Status Update Templates

Customize and standardize your status updates

Use custom Status Update Templates to standardize incident status communications. Free up time during incident response and keep stakeholders informed with consistent details and context.

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Pricing Plan Availability

Status Update Templates are available to customers on our Business and Digital Operations plans. Please contact our Sales Team if you would like to upgrade to a plan with this feature.

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Required User Permissions

Users with the following roles can create and edit Status Update Templates:

  • Manager
  • Global Admin
  • Account Owner

All users can use a Status Update Template during incident response.

Create a Template

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Product Limit

You can add up to 100 templates to your account.

  1. In the web app, navigate to Incidents Status Update Templates.
  2. Click New Template.
  3. Enter a Name, an optional Description for the template, and click Create Template.
  4. In the Message template section, enter your desired text in the Message field. This is the text that will appear in SMS, push and email status update notifications.
Message template

Message template

  1. In the Email template section, enter a Subject and use the rich text editor to make any customizations to the default email status update notification in the Body.
    • Please see the Fields in Email Notifications section for more information about including dynamic content in email status update notifications.
  2. Click Save.
    • Before saving, you can click Preview at any time to see what the message will look like in each notification channel.

Fields in Email Notifications

Email status update notifications can dynamically include information about the status update or incident. You can select standard fields and Custom Fields.

While editing the email status update notification's content in the rich text editor:

  1. In the Fields panel on the right, click to the right of the field you'd like to insert. This will copy the field to your clipboard.
  2. Paste the field into the appropriate place in the email template.
  3. The field will appear in the email body between double curly braces, e.g., {{ status_update.message }}.
Status update message field

Status update message field

The most common fields are listed by default, however you may also enter a term to search for a more complete list of objects and their associated attributes. Please refer to the FAQ below full list of supported fields.

Search fields

Search fields

Support for Liquid

If you'd like to create conditional communications, Status Update Templates support the Liquid templating language in all configurable fields: Message, and email Subject and Body.

When referring to fields inside a Liquid tag, please omit the double curly braces, {{ ... }}. For example, the following snippet will transform the incident title to uppercase for incidents with a "P1" priority, and otherwise leave it unchanged:

{% if incident.priority.name == "P1" %}
  {{ incident.title | upcase }}{% else %}{{ incident.title}}
{% endif %}

Please note the following Liquid tags are not supported:

  • tablerow
  • liquid
  • echo
  • render
  • include

Fields with Multiple Values

Depending on where an incident is in its lifecycle, it is possible for the following fields to contain more than one value (i.e., in an array):

  • Status Updates, incident.previous_status_updates
  • Impacted Business Services, incident.impacted_business_services
  • Impacted Technical Services, incident.impacted_services
  • Acknowledgements, incident.acknowledgements
  • Assignments, incident.assignments
  • Teams, incident.teams

Since these items are stored in an array, you'll need to provide an index to access their properties' values. For example, {{incident.previous_status_updates[0].message}} will display the first status update associated with the incident.

It may be more helpful, though, to use a for loop to display all values stored in an array. The following example iterates through all status updates associated with an incident:

{% for update in incident.previous_status_updates %}
  {{update.message}}
{% endfor %}

Additionally, you can access more than one of the properties associated with the update variable. For example, you may wish to include a status update's time with the message:

{% for update in incident.previous_status_updates %}
  {{update.created_at}} β€” {{update.message}}
{% endfor %}

As a last example, say you would like to only display the most recent status update, and the time it was created. Status updates are sorted by date and time in descending order, so you could use Liquid's first syntax to display just most recent update:

{% assign update = incident.previous_status_updates | first %}
{{update.created_at}} β€” {{update.message}}

For further functionality, please refer to the Liquid templating language's documentation.

Edit a Template

  1. In the web app, navigate to Incidents Status Update Templates.
  2. From the list of templates, click Edit to the right of the template you wish to edit.
  3. Make your desired changes to the template.
  4. Click Save.

Duplicate a Template

  1. In the web app, navigate to Incidents Status Update Templates.
  2. From the list of templates, click Duplicate to the right of the template you wish to duplicate.
  3. Give the template a new Name and Description.
  4. Click Duplicate Template.

Delete a Template

  1. In the web app, navigate to Incidents Status Update Templates.
  2. From the list of templates, click Delete to the right of the template you wish to delete.
  3. In the confirmation modal, click Delete.

Use a Status Update Template During Incident Response

  1. Navigate to an incident's detail page and select the Status Updates tab.
  2. Click New Update.
  3. From the dropdown, select a communication template and click Preview.
  4. Optional: If needed, adjust the pre-populated text in the field Add update message.
    • Adjustments in this field will also be reflected in the email body.
Status Update Template

Status Update Template

  1. When you’re satisfied with the status update’s content, click Send Message to notify incident subscribers.

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Requirement

The email Subject has a maximum of 255 characters. A status update notification containing more than the maximum character length will return the following error message:

"There is a problem with this template. Please report this problem to your account administrator."

If this occurs, you can click Edit Email to adjust the Subject.

FAQ

What is the full list of supported fields?

Expand

The following table details the full list of standard fields you can use in your status update templates:

CategoryFieldDescriptionExample Value
Incidentincident.created_atThe time the incident was created2022-10-06T21:30:42Z
incident.html_urlPagerDuty URL to this incidenthttps://subdomain.pagerduty.com/incidents/PT4KHLK
incident.idUnique ID of the incidentQ0U747RKFEV100
incident.incident_numberThe incident number1234
incident.last_status_change_atThe time of the last status change for this incident2022-08-15T16:57:40Z
incident.last_status_change_by.html_urlPagerDuty URL of the entity that made the last status change for this incidenthttps://subdomain.pagerduty.com/service-directory/PAW0B9L
incident.last_status_change_by.idThe ID of the entity that made the last status change for this incidentPAW0B9L
incident.last_status_change_by.summary The name of the entity that made the last status change for this incidentTechnical Service Name
incident.last_status_change_by.typeThe type of entity that made the last status change for this incidentservice_reference
incident.priority.nameThe priority of the incidentP2
incident.resolved_atThe time the incident was resolved2023-08-22T07:12:50Z
incident.statusThe status of the incidentacknowledged
incident.summaryShort description of the incident containing the incident number and title[#1234] The server is on fire.
incident.titleThe title of the incidentThe server is on fire.
incident.urgencyThe urgency of the incidenthigh
Acknowledgementincident.acknowledgements[X].acknowledger.html_url†PagerDuty URL of the acknowledgerhttps://subdomain.pagerduty.com/users/PXPGF42
incident.acknowledgements[X].acknowledger.summary†Name of the acknowledgerEarline Greenholt
incident.acknowledgements[X].acknowledger.type†Acknowledger typeuser
incident.acknowledgements[X].at†Time this acknowledger was added to the incident2022-08-18T14:28:44Z
Assignmentincident.assignments[X].assignee.html_url†PagerDuty URL of the assigneehttps://subdomain.pagerduty.com/users/PL0S7BA
incident.assignments[X].assignee.id†The ID of this assigneePL0S7BA
incident.assignments[X].assignee.summary†The name of this assigneeEarline Greenholt
incident.assignments[X].assignee.type†Assignee typeuser_reference
incident.assignments[X].at†Time this assignment was added to the incident2022-08-15T16:57:40Z
Communicationsincident.conference_bridge.conference_number*Conference bridge number to this incident+1-415-555-1212,,,,1234#
incident.conference_bridge.conference_url*Conference URL number to this incidenthttps://example.com/123-456-789
incident.slack_channel.nameSlack channel name to this incidentSlack Channel Name
incident.slack_channel.urlSlack channel URL to this incidenthttps://slack.com/app_redirect?channel=somechannel&team=someteam
Servicesincident.impacted_business_services[X].id†The ID of the impacted business servicePD1234
incident.impacted_business_services[X].summary†The name of the impacted business serviceWeb API
incident.impacted_services[X].html_url†PagerDuty URL of the impacted technical servicehttps://subdomain.pagerduty.com/service-directory/PAW0B9L
incident.impacted_services[X].id†The ID of the impacted technical servicePAW0B9L
incident.impacted_services[X].summary†The name of the impacted technical serviceTechnical Service Name
incident.service.html_urlPagerDuty URL of the technical service that belongs to this incidenthttps://subdomain.pagerduty.com/service-directory/PAW0B9L
incident.service.idPagerDuty ID of the technical service that belongs to this incidentPAW0B9L
incident.service.summaryThe name of the technical service that belongs to this incidentTechnical Service Name
Teamsincident.teams[X].html_url†PagerDuty URL of the Team that belongs to this incidenthttps://subdomain.pagerduty.com/teams/PP2R1SK
incident.teams[X].id†The Team ID that belongs to this incidentPP2R1SK
incident.teams[X].summary†The name of the Team that belongs to this incidentBilling Support
Status Updateincident.previous_status_updates[X].created_at†The time this status update was created2022-08-20T07:40:48Z
incident.previous_status_updates[X].id†The ID of this status updatePX69SY8
incident.previous_status_updates[X].message†The message of this status updateThe team is still investigating the issue.
incident.previous_status_updates[X].sender.html_url†PagerDuty URL of the user that created this status updatehttps://subdomain.pagerduty.com/users/PXPGF42
incident.previous_status_updates[X].sender.id†The unique ID of the user that created this status updatePXPGF42
incident.previous_status_updates[X].sender.summary†The name of the user that created this status updateEarline Greenholt
incident.previous_status_updates[X].sender.type†Sender type of this status updateuser_reference
sender.descriptionProfile description of the user sending the status updateSupport Engineer
sender.emailThe email of the user sending the status update[email protected]
sender.html_urlURL to the user sending the status updatehttps://subdomain.pagerduty.com/users/PXPGF42
sender.nameThe name of the user sending the status updateEarline Greenholt
status_update.created_atThe time the status update is created2015-10-06T21:30:42Z
status_update.messageThe message entered by a responder when creating a status updateThe team is still investigating the outage.
status_update.status_dashboard_urlURL to the status dashboard for this incidenthttps://subdomain.pagerduty.com/status-dashboard/incidents/Q0U747RKFEV100

* If an incident has its own conference bridge, this value will be shown. If not, and the conference bridge is configured at the service level, information for the service-level conference bridge will be shown. If no conference bridge information is available, this value will be empty.

† This field may contain more than one value. Please see the section Fields with Multiple Values above for tips on using the Liquid templating language to display multiple values.

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Custom Fields

Status Update Templates support Custom Fields. You can search for Custom Fields using their Field Name, or you can find them in the Incident section.