Microsoft Teams User Guide
Using the Microsoft Teams integration after installation
After completing the initial configuration, you can manage PagerDuty incidents in Microsoft Teams.
App Commands
The PagerDuty application offers users a variety of app commands. In any of your team channels, you may 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
: In a channel, complete the form to create a new incident.appconnect
: Authorize PagerDuty with the Microsoft Graph API, in order to create Microsoft Teams meetings and dedicated chats for PagerDuty incidents
Additional Commands
PagerDuty Admins or Manager Role Required
connect [SERVICE-URL]
: In a channel, 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.
Incident Actions
Requirements
To perform an incident action in Microsoft Teams, a user’s PagerDuty and Microsoft Teams account must be linked. If accounts are not linked, they 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
- New Status Update
- Select More Actions to access:
All incident actions performed in Microsoft Teams will update the incident in PagerDuty.
![ms-teams-incident-actions.png Incident card](https://files.readme.io/73bb4bf-ms-teams-incident-actions.png)
Incident card
Create Microsoft Teams Meetings
Users can create Microsoft Teams Meetings that will be assigned as an incident-specific Conference Bridge in PagerDuty incidents. Users may also add notes from the Microsoft Teams Meeting chat, which will sync with the PagerDuty incident.
With the optional Calendars.ReadWrite permission granted to our application, it creates a calendar event and attaches a Microsoft Teams meeting, which will be used as the PagerDuty incident’s conference bridge. The event will appear on the calendar of the user who manually created the meeting, or the incident assignee if the meeting was created via an Incident Workflow. If the user’s PagerDuty and Microsoft Teams user accounts are not linked, the event will appear on the calendar of the user who originally connected the Microsoft Team to the PagerDuty account.
If you prefer to create meetings without calendar events, you can revoke the optional permission from our application, but you will need to manually configure our application to create meetings.
Create a Meeting Conference Bridge From Microsoft Teams
To create a Microsoft Teams Meeting Conference Bridge from Microsoft Teams:
- After an incident notification posts in a Microsoft Teams channel, click Create Meeting from the incident actions:
![Create Meeting Create Meeting](https://files.readme.io/33fc1b5-create_meeting.png)
Create Meeting
- You will see the confirmation message
All current responders with linked PagerDuty accounts will be added automatically
, click Confirm.- Note: If prompted, click the link to authorize the connection with Microsoft Graph.
- You will now see the meeting link populated in the incident notification, and on the PagerDuty incident as the Conference Bridge and as a Note:
![Incident details in the PagerDuty web application Incident details in the PagerDuty web application](https://files.readme.io/bd9ef3c-ms-teams-conference-link-incident.png)
Incident details in the PagerDuty web application
Join and Use a Microsoft Teams Meeting Conference Bridge
- To join a Microsoft Teams Meeting Conference Bridge, click Join Meeting on the incident notification:
![Join Meeting Join Meeting](https://files.readme.io/3e26735-join_meeting.png)
Join Meeting
- All comments made in the meeting chat (found by clicking the Show Conversation at the top of the screen) will 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
Users can create Microsoft Teams meetings that will be assigned directly from a PagerDuty incident’s details page when the following conditions are met:
- The incident does not already have a conference bridge
- The account has not configured the Zoom integration
After connecting Microsoft Teams and PagerDuty, to create a Microsoft Teams Meeting on an incident’s details page:
- In the PagerDuty web app, navigate to an incident’s details page.
- Click Create MS Teams Meeting.
After clicking Create MS Teams Meeting, the Conference URL will update with a link to join Microsoft Teams meeting. All incident responders will be automatically added to the meeting, if they have configured the Microsoft Teams add-on. Otherwise, the responders that don’t have the add-on enabled will receive an email alerting them of the meeting creation.
The incident timeline will also show an entry indicating that the meeting was successfully created.
If a user creates a meeting, whose PagerDuty and Microsoft Teams accounts are not linked, the meeting will be created on their behalf by the user who originally connected their Microsoft Teams organization to the PagerDuty account. The fallback user’s name will appear in the incident timeline and meeting note.
View Impacted Applications in Microsoft Teams
View customer service application impact during an incident in Microsoft Teams. Services with Salesforce or Zendesk integrations will list the number of cases related to the current incident, with links to individual cases.
![View impacted applications in Microsoft Teams](https://files.readme.io/ec9a2b3-small-view-impacted-apps-ms-teams.png)
View impacted applications in Microsoft Teams
To view individual cases:
- To the right of the application you would like to view, click
[#]
Cases. - You will see a list of related cases in the modal that appears. Click a case number to navigate to the integrated application and view the case.
![Associated cases](https://files.readme.io/3a783ee-small-view-impacted-apps-ms-teams-modal.png)
Associated cases
MS Teams Incident Workflow Actions
Our Incident Workflows feature allows users to run a workflow to create a Microsoft Teams dedicated chat or conference bridge. Please read our Microsoft Teams Workflow Actions library for more information.
FAQ
Who is assigned as the organizer when PagerDuty creates a Teams meeting?
Depending on the scenario, a different user will be set as the meeting organizer in Teams:
Scenario | Meeting Organizer |
---|---|
A user clicks the Create Meeting button in Teams. | The user that clicks the button. |
A user clicks Create MS Teams Meeting in the PagerDuty web app. | The user that clicks the button. If the user's PagerDuty and Teams accounts aren't linked, we will fallback to the user that configured the Teams integration. |
An Incident Workflow with a Create Conference Bridge in Microsoft Teams action runs automatically. | The user that is assigned to the incident. If the user's PagerDuty and Teams accounts aren't linked, we will fallback to the user that configured the Teams integration. |
An Incident Workflow with a Create Conference Bridge in Microsoft Teams action is manually triggered. | The user that is assigned to the incident. If the user's PagerDuty and Teams accounts aren't linked, we will fallback to the user that configured the Teams integration. |
Updated 4 days ago