Response Plays are a helpful way to run a set of actions during incident response, but they only provide a limited set of functionality. You can’t trigger Response Plays based on conditional logic, and the feature only provides a narrow set of actions. These shortcomings are what led us to build more the powerful Incident Workflows feature. As part of that upgrade, we will remove Response Plays as a standalone feature in our product.

Yes, Incident Workflows include all of the same capabilities of Response Plays. Additionally, Incident Workflows have the benefit of conditional triggers based on changes in incident Priority, Urgency, and Status, as well as a more robust actions library.

Similar to Response Plays, you can trigger Incident Workflows from the web app, mobile app, and the API. You can also trigger Incident Workflows directly from our Slack and Microsoft Teams integrations. However, you can not yet trigger Incident Workflows through the ServiceNow, Jira, Zendesk, or Salesforce integrations. We will provide special accommodations for accounts using Response Plays via these integrations for continued support.

No. Incident Workflows will be included on Business and Digital Operations plans, just as Response Plays were. This means that all accounts that had access to Response Plays will be given access to Incident Workflows.

Yes. While most accounts will go through the single-button upgrade, we will provide a special ‘high-touch’ upgrade experience for API and Terraform users.

We will allow these users to temporarily have both Response Plays and Incident Workflows active on their accounts at the same time. This is intended to provide sufficient time to convert their Response Plays to Incident Workflows before Response Plays are removed.

If you need additional assistance with your upgrade, you may purchase PagerDuty Professional Sevices, which are available on-demand and sold in incremental bundles for your convenience.

Users with Global Admin or Account Owner roles can disable Response Plays and enable Incident Workflows.

If you run into issues with the upgrade process or Incident Workflows functionality, please reach out to Customer Support for assistance.

Incident Workflows include the same capabilities as Response Plays, so you should feel comfortable using Workflows in place of any existing Response Plays. However, if you want to further validate this, you can test out Workflow functionality in a sandbox account before upgrading your primary account. To do so, reach out to your account representative or our Support Team.