Conduct structured, collaborative post-incident reviews that combine incident data with human context to uncover patterns, improve team processes, and drive long-term operational resilience. Teams can trigger Post-Incident Reviews seamlessly from the Incident Detail Page, Workflows, or Slack, making it easier than ever to embed continuous learning into your incident management practice. Available now for Professional, Business, and Enterprise Incident Management (EIM) plan customers in the US region – enable the feature today through your account settings. Learn more.

As part of our new incident management plans announced earlier this year, Business plan customers can now assign specific team members or escalation policies to this new custom role during incidents, standardizing and adding structure to their incident management. Generally available for Business plan customers. Learn more.

Create scalable, event-driven automations with a new user experience for building orchestration rules. This enhancement reduces redundant rules, the time to build advanced orchestrations, and provides a centralized location for minor data cleaning activities. Learn more.

Without leaving Slack, users can instantly access critical data from Amazon Q Business connected apps like Confluence or GitHub. This improves operational efficiency and accelerates incident resolution by surfacing key enterprise knowledge without manual toil or context switching.

This new capability builds upon the existing functionality to take PagerDuty actions directly from Amazon Q Business. Early access to integrate Amazon Q Business is open to PagerDuty Advance customers—sign up here.

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.