After completing the initial configuration, you can manage PagerDuty incidents in Microsoft Teams.

App Commands

In any of your team channels, enter @PagerDuty [COMMAND], replacing [COMMAND] with any of the following:

• help: View the list of available commands.
• open: Open PagerDuty in a new browser window.
• linkUser: Link your PagerDuty and Teams user accounts.
• unlinkUser: Unlink your PagerDuty and Teams user accounts.
• trigger: Complete the form to create a new incident.
• appconnect: Authorize PagerDuty with the Microsoft Graph API to create Microsoft Teams meetings and dedicated chats for PagerDuty incidents.

Additional Commands

PagerDuty Admin or Manager Role Required

• connect [SERVICE-URL]: Use the PagerDuty service page URL to connect a PagerDuty service to a channel.

PagerDuty Admin Role Required

• authorize [KEY]: In a private PagerDuty bot message, use the unique key provided to authorize PagerDuty to connect to a team.
• configure: Open PagerDuty's app configuration page in your browser.

PagerDuty Advance Assistant Feature Required

• advance [QUESTION]: Interact with the PagerDuty Advance Assistant by asking questions to receive wider context, potential root causes, and on-call information.
• amazonq [QUESTION]: Use PagerDuty Advance to retrieve information from data sources in Amazon Q.

Incident Actions

⚠️

Requirements

To perform an incident action in Microsoft Teams, your PagerDuty and Microsoft Teams accounts must be linked. If accounts are not linked, you will receive a private bot message with a personal link to complete the process.

When an incident notification posts in a Microsoft Teams channel, channel members can perform the following actions:

• Acknowledge
• Resolve
• Add Note
• Create Meeting
• Create Chat
• New Status Update
• Select to access:
  • Add Responders
  • Escalate
  • Change Priority
  • Reassign
  • Run Action
  • Run a Workflow
  • Change Type

All incident actions performed in Microsoft Teams update the incident in PagerDuty.

Update Custom Fields

You can update an incident's custom fields via command.

⚠️

Incident Dedicated Chats Only

Custom fields can only be updated within an incident's dedicated chat.

1. In an incident's dedicated chat, click on the right side of the message box, then select PagerDuty.
2. Select your custom field and update the value.

Create Microsoft Teams Meetings

PagerDuty can create Microsoft Teams meetings and assign them as the incident-specific Conference Bridge. All incident responders are automatically added to the meeting if their PagerDuty and Microsoft Teams user accounts are connected. New responders joining a meeting have access to all prior chat history.

📘

Default Behavior for Creating Meetings

With the optional Calendars.ReadWrite permission granted to the application, PagerDuty creates a calendar event and attaches a Microsoft Teams meeting, which is used as the incident's conference bridge. The event appears on the calendar of the meeting organizer.

If you prefer to create meetings without calendar events, revoke the optional permission. You will then need to manually configure an access policy to allow the application to create meetings.

There are three ways to create Microsoft Teams meetings:

• Create a Meeting Conference Bridge From Microsoft Teams
• Create a Meeting Conference Bridge From the PagerDuty Web App
• Create a Meeting Conference Bridge Through Incident Workflows

Create a Meeting Conference Bridge From Microsoft Teams

1. After an incident notification posts in a Microsoft Teams channel, click Create Meeting from the incident actions.

2. When the confirmation message appears, click Confirm. All current responders with linked PagerDuty accounts are added automatically.
3. After the meeting is created, Create Meeting is replaced by Join Meeting. The dial-in number, if available, is populated in the incident notification card.

4. In PagerDuty, the meeting link and dial-in number, if available, appear on the incident's Conference Bridge and on a new note. The incident timeline shows an entry indicating that the meeting was successfully created by the meeting organizer.

Join and Use a Microsoft Teams Meeting Conference Bridge

1. Click Join Meeting on the incident notification to join the Microsoft Teams Meeting Conference Bridge.

2. All comments made in the meeting chat — found by clicking Show Conversation at the top of the screen — sync with the Chat in the Microsoft Teams console, so you can request help from team members not currently in the meeting.

Create a Meeting Conference Bridge From the PagerDuty Web App

You can create Microsoft Teams meetings directly from a PagerDuty incident's details page when both of the following conditions are met:

• The incident does not already have a conference bridge.
• The account has not configured the Zoom integration.

1. Navigate to an incident's details page in the PagerDuty web app.
2. Click Create MS Teams Meeting.
3. After the meeting is created, the meeting link and dial-in number, if available, appear on the Conference Bridge and on a new note. The incident timeline shows an entry indicating that the meeting was successfully created by the meeting organizer.

Create a Meeting Conference Bridge Through Incident Workflows

You can create Microsoft Teams meetings via Incident Workflows. See Create Conference Bridge in Microsoft Teams for more information.

Create Microsoft Teams Dedicated Chats

You can add a Microsoft Teams dedicated chat to an incident. Connected responders are automatically added to the chat. The incident chat includes an incident notification card with real-time incident updates and incident action buttons.

There are two ways to create Microsoft Teams dedicated chats:

• Create a Dedicated Chat From Microsoft Teams
• Create a Dedicated Chat Through Incident Workflows

Create a Dedicated Chat From Microsoft Teams

1. After an incident notification posts in a Microsoft Teams channel, click Create Chat from the incident actions.

2. After the dedicated chat is created, the chat's link is populated on the incident as a new note.

Join a Microsoft Teams Dedicated Chat

Click Join Chat on the incident notification card to join the Microsoft Teams dedicated chat.

Create a Dedicated Chat Through Incident Workflows

You can create an incident's dedicated chat via Incident Workflows. See Create a Dedicated Chat in Microsoft Teams for more information.

View Impacted Applications in Microsoft Teams

During an incident, you can view customer service application impact directly in Microsoft Teams. Services with Salesforce or Zendesk integrations list the number of cases related to the current incident, with links to individual cases.

To view individual cases:

1. Click [#] Cases to the right of the application you want to view.
2. In the modal that appears, click a case number to navigate to the integrated application and view the case.

MS Teams Incident Workflow Actions

Incident Workflows allow you to run a workflow to create a Microsoft Teams dedicated chat or conference bridge. See the Microsoft Teams Workflow Actions library for more information.

Delegated vs. Application Permissions

Delegated permissions let a Microsoft Teams app act as the currently signed-in user, while application permissions let the app act as itself without any user present.

⚠️

Migration Path

If your organization is currently using application permissions and wants to transition to delegated permissions, follow these steps:

1. An IT admin approves delegated permissions in Entra ID (one-time action).
2. Each user executes the graphAuth command in the Teams app via personal conversation with the PagerDuty app.
3. Once all users have completed step 2, the IT admin can revoke the application permissions.

Delegated Permissions

Used when a user is signed in and the app is calling Microsoft Graph on behalf of that user — for example, a Teams tab or bot using SSO.

• Effective access is the intersection of what the app has been granted (scopes such as User.Read and Chat.Read) and what the user themselves is allowed to do.
• Consent can be given by individual users for low-risk scopes, or by an admin to cover all users, depending on Entra ID consent policies.
• Typical use: reading a user's own chats, profile, calendar, or files in the context of that user's session in Teams.

Application (App-Only) Permissions

Used when the app runs without any signed-in user — such as background services, daemons, or lifecycle apps that manage Teams data at scale.

• The app acts with its own identity (app role) and can access data across users and teams, subject to the app permissions granted (for example, Chat.Read.All and Team.ReadBasic.All).
• Only admins can consent to application permissions. They are treated as higher risk and cannot be classified as low-risk for user self-consent.
• Typical use: compliance and archive jobs, analytics, provisioning, or governance services that need org-wide Teams or chat access.

How This Maps to Teams Apps

Teams apps can request both Microsoft Graph delegated scopes and app-only (application) permissions, as well as Teams-specific resource-specific consent (RSC) permissions in the app manifest.

RSC Application permissions in the manifest let the app operate within a specific team or chat when added there — for example, creating channels or managing tabs — while Graph delegated permissions are used when the app needs user-context data such as profile or mail.

FAQ

Who is assigned as the organizer when PagerDuty creates a Teams meeting?

Depending on the scenario, a different user is set as the meeting organizer in Teams:

Scenario	Meeting Organizer
A user clicks Create Meeting in Teams	The user who clicks the button. If their accounts are not linked, PagerDuty tries incident responders next, then falls back to the user who configured the integration. If no one has linked accounts, PagerDuty tries to match users by email.
A user clicks Create MS Teams Meeting in the PagerDuty incident page	Same as above.
An Incident Workflow runs automatically	The user assigned to the incident. If their accounts are not linked, PagerDuty tries other responders, then falls back to the user who configured the integration. If no one has linked accounts, PagerDuty tries to match users by email.
An Incident Workflow is manually triggered	Same as above.

Who is automatically added when PagerDuty creates a Teams meeting or chat?

Along with the meeting or chat organizer, incident responders are automatically added to the meeting or chat if:

• Their PagerDuty and Microsoft Teams user accounts are linked, or
• Their PagerDuty and Microsoft Teams user accounts' email addresses match and the User.ReadBasic.All permission has been granted to the application.

How are Teams meetings and chats created in PagerDuty?

Who creates the meetings or chats?

When PagerDuty creates a Teams meeting or chat for an incident, it selects an organizer in the following order:

Priority	Organizer
First choice	The user who triggered the action (for example, clicked Create Meeting).
Second choice	An incident responder.
Third choice	The account administrator.

Requirements to be an organizer

Organizer	Requirement
For the user who triggered the action	Must have their PagerDuty and Microsoft Teams accounts linked. Must have permission to manage the incident in PagerDuty.
For responders and the account administrator	Must have their PagerDuty and Microsoft Teams accounts linked.

📘

Tip

For best results, at least one organizer should have their PagerDuty and Microsoft Teams accounts linked. If no linked accounts are found, PagerDuty tries to match users by email, as long as the User.ReadBasic.All permission has been granted.

How are responders added?

PagerDuty uses one of the following methods to add responders:

• Linked accounts (preferred): If a responder has linked their PagerDuty and Microsoft Teams accounts, PagerDuty adds them directly using their Microsoft Teams identity.
• Email lookup (fallback): If the responder's accounts are not linked, PagerDuty retrieves their email address from PagerDuty and searches for them in Microsoft Teams using that email address.

How do I change the fallback user?

There are two ways to control who acts as the organizer, depending on the scenario.

Option 1: Set a Default Organizer in the Incident Workflow Action

For meetings and chats created through Incident Workflows, select a default organizer directly in the workflow action configuration. That user is tried first as the organizer instead of the incident assignee. This is the simplest option when the trigger is an Incident Workflow.

Option 2: Re-authorize the Integration

For scenarios where a default organizer cannot be set — for example, a user clicking Create Meeting in Teams — the last-resort fallback is the PagerDuty administrator who authorized the integration. To change that person:

1. Have the new desired fallback user navigate to the Microsoft Teams public channel where PagerDuty is connected.
2. Type @PagerDuty authorize in the channel.
3. A direct message from the PagerDuty bot appears with an Authorize button. Click Authorize.
4. A browser window opens. Log in with the new fallback user's PagerDuty admin credentials.
5. Repeat these steps for each Microsoft Teams workspace connected to your PagerDuty account.

📘

Note

You do not need to disconnect the app. Your existing configuration is preserved.