PagerDuty Quick Start Guide

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This article will help you to get started with your new PagerDuty account. It will guide you through the following topics: setting up your PagerDuty user profile, configuring incidents to notify the right people at the right time. If there are any terms that are unfamiliar you may also want to check out our Glossary of Terms.

Create a user profile

To open your profile page, click your avatar in the upper right corner and click My Profile. On your profile page, there are three tabs for configuring your settings.

Contact Information

The Contact Information tab is where you can add your contact methods as well as view any recent history of actions taken on incidents. You can add contact methods directly on this page, but to add your device for push notifications, you can refer to the push notification guide.

Note: There is a maximum of ten total contact methods that can be added to any individual profile (for example, you can add 5 phone numbers and 5 SMS numbers, or 2 email addresses , 2 phone numbers, and 6 SMS numbers).

Notification rules

Notification Rules define how and when you will be notified when an incident is assigned to you as well as when you are going on call. You can set up your notification rules for high and low urgency incidents and on-call rotations.

You can also stagger your notifications by entering the amount of time after an incident triggered to wait before being notified.

Tip: We recommend that you set your notification rules to contact you shortly after an incident is triggered and that you set up a minimum of 2 notification rules so that you do not miss a critical notification.

Note: There is a limit of 20 high-urgency and 10 low-urgency notification rules in your user profile.

See our best practice tips around setting up notification rules

User Settings

The User Settings tab is where you can update your login email and password. You can add your Gravatar photo and change the color associated with your profile. This is also where you can revoke access for applications that are linked to your PagerDuty account.

Create an on-call schedule

On-call schedules allow you to create rotations for users in the account so that they are only paged when they should be. Schedules are available on the Basic, Standard, and Enterprise plans.

You can create a Schedule under ConfigurationsSchedulesNew On-Call Schedule. Add the users that should be rotating shifts, how often, and at what time the shift should be handed off to the next user.

For more details on schedule configurations:

Create an escalation Policy

Escalation policies determine who should be assigned to an incident and what should happen to that incident if there is no response.

These can be made under ConfigurationsEscalation PoliciesNew Escalation Policy. You can add users, schedules, or teams to the levels of your policy. If an incident is not acked or resolved within the acknowledgement timeout period, it will escalate to the next level. You can also set this up to repeat if there is no action taken.

More information on escalation policies can be found here.

Create teams

Teams allow you to organize and filter views in the mobile and web app based on a Team name. This feature is available on the Standard and Enterprise plans.

You can create a team under Configurations → Teams → New Team. Once you give your team a name and associate an escalation policy for it, you can Edit the team to have different users, schedules, escalation policies, and services associations.

Learn more about Teams

Create a service

Services are the part of your system that is being affected by an event. You can have multiple integration on any given service, and each service has its own escalation policy. 

  1. Go to Configurations →Services → Add New Service.

  2. Give the service any name, and choose an integration type from the options.

  3. Choose an escalation policy to use for this service, and customize other incident settings as needed.

  4. Follow the attached instructions to setup the integration. If the monitoring tool you are using does not appear on the list, you can follow the generic email integration guide.

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Once you have added a service, you can optionally add additional integrations. Click here for a walkthrough on adding multiple integrations to a service. 

To test the settings you have created in your new PagerDuty account, you can trigger an incident using our guide: Triggering an Incident with Web UI, Email, or API

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