Get intelligent, stress-free on-call conflict resolution with the Shift Agent. In Slack, share any planned time off with the agent to quickly surface potential conflicts with upcoming shifts. Prompt the agent to list who is available to take those shifts, ensuring seamless coverage without the manual toil. Sign up for Early Access here.

Customers get a more flexible incident response by being able to trigger incident workflows directly from single-select custom fields that matter most to their organization. This unlocks the ability to further automate and tailor incident response to their specific processes. Available for Business and Enterprise customers. Learn more.

Easily move incidents across services with minimal clicks, from the incident’s web detail page, in Microsoft Teams and Slack, in Operations Console, on mobile, or via the ServiceNow 8.2 integration. The result? Streamlined triage, faster resolution, and more accurate metrics for enhanced operational insights. Learn more.

Build more flexible automation with Automation Actions by using context variables to reference incident custom fields as parameters within your scripts or as job options for RBA Jobs. Teams can now reference data from alerts via custom incident fields to configure and invoke more specific diagnostics and remediation. Reduce overall operating costs with intelligent automation that minimizes manual intervention and streamlines incident remediation to induce time for more value-add work. Generally Available in Automation Actions. For more information on Automation Actions and context variables for Incident Custom Fields, check out our docs.

Teams can now set or change an incident’s type using the new “Update Incident Type” action in incident workflows. This means incidents are always classified correctly and routed to the right response process (like “Major Incident” or “Security Incident”). Available for Business and Enterprise customers. Learn more.

Achieve seamless operational workflows across systems, improve incident context, and accelerate resolution by connecting tools across your incident management tech stack with standardized service metadata. Automatically populate important service information such as criticality, business and technical owners, and configuration details using the Service Custom Fields API and Terraform. Now in Early Access for Incident Management customers on Business or Enterprise plans.

With Intune support for Mobile, customers can more securely manage the PagerDuty Mobile app while improving compliance with regulations and policies. Intune’s Mobile App Management (MAM) capabilities allow organizations to enforce policies like blocking copy/paste between unmanaged apps, encrypting data, remotely wiping devices, and more. This helps organizations protect revenue by reducing data breach risks and improving compliance. Available for Enterprise Incident Management (EIM) customers. Learn more.

Manage and differentiate security incidents with the new Security Incident Type. Classify and respond to security events with tailored workflows, custom fields, and enhanced reporting. Teams can now ensure security incidents are handled with the right process and visibility, reducing the risk and cost of major operational failures. Learn more.

Trigger automated remediation at the alert level to prevent incidents from being created in the first place. Reduce responder intervention, minimize customer impact, and free up teams for higher-value work. Generally Available to AIOps and AIOps + Runbook Automation customers. Learn more.

We're excited to announce 4 new workflow actions (Get Business Service Details, Get Users on a Team, Get Alerts for an Incident, and Get User) that streamline incident management by automatically gathering and integrating critical information. These actions let you retrieve business service details, team members, alerts, and user information—while also enabling you to push this data to external services, dashboards, and Slack. Reduce manual coordination and customize data flow to match your team's needs. Available now for all Business and Enterprise plans.