PagerDuty Advance is a set of assistive automation capabilities for the PagerDuty Operations Cloud. From drafting Post-Incident Reviews to authoring automation jobs, PagerDuty Advance supports humans by reducing the burden of repetitive and time-consuming tasks. It’s the next step in unlocking the full potential of AI and automation across the digital enterprise.

PagerDuty Advance includes:

• PagerDuty Advance Assistant
• PagerDuty Advance for Status Updates
• PagerDuty Advance for Automation Digest
• PagerDuty Advance for Post-Incident Reviews
• AI Generated Runbooks (Early Access)

PagerDuty Advance AI Disclosure

To learn more about how we designed, built, and assessed PagerDuty Advance with mission-critical work in mind, you can access the PagerDuty Advance AI Disclosure by following these instructions:

1. Visit PagerDuty’s Assurance Profile.
2. In the Documents section of the page, click the “Public” tab to see the PagerDuty Advance AI Disclosure document.
3. Click Download while hovering over the document tile.

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PagerDuty Guidelines for the Safe and Secure Use of Generative AI

Generative AI is a predictive technology, and sometimes the information it creates can be misleading or false. It is the responsibility of each user to fact-check the output of generative AI before you use it. Please see PagerDuty Guidelines for the Safe and Secure Use of Generative AI for more information.

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Changes to PagerDuty Advance

We continuously strive to improve our genAI capabilities. If there are material changes to our PagerDuty Advance genAI features, we’ll document those in our PagerDuty Advance AI Disclosure.

Also, while PagerDuty Advance is General Access, certain features of PagerDuty Advance are currently in Early Access, as noted in our AI disclosure, and may be subject to more change.

Manage PagerDuty Advance Account Settings

If you would like granular control over which PagerDuty Advance features are available within your account, you can manage access in your account settings.

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Required User Permissions

Account Owners and Global Admins can manage PagerDuty Advance account settings.

1. Navigate to User Icon Account Settings select the PagerDuty Advance tab.
2. You may toggle the following generative AI features on or off:
   1. PagerDuty Advance for Status Updates: Use the latest incident and Slack and Microsoft Teams data to automatically generate internal status updates.
   2. PagerDuty Advance for Postmortems: Use the latest incident and Slack data to automatically generate postmortem reports.
   3. PagerDuty Advance for Automation Digest: Use Automation Actions Log data to automatically generate log digest summaries.
   4. PagerDuty Advance Assistant: Use the PagerDuty Advance Assistant in Slack or Microsoft Teams channels to receive contextual support at every step of the incident lifecycle.
      • Proactive Incident Insight: When an incident triggers, automatically present the incident's context, symptoms and overall impact on services and customers, and suggest investigation paths, for the cost of a few credits.
      • Proactive Incident Summarization: When new users join the incident chat, automatically send them a private incident summary, for the cost of a few credits. After an incident is resolved, send a draft of the Post-Incident Review in the incident channel, for the cost of a few credits.
      • Allow PagerDuty Advance to access Github Repositories: Automatically use incident and chat data to identify recent code changes that may have caused the incident.
3. Once toggled to the preferred on or off position, the feature will automatically enable or disable within the account.

Chat Connection Indicators

Slack

In the Get the most of your Generative AI capabilities with Slack section, you will see the two apps required to use the PagerDuty Advance integration:

• PagerDuty App for Slack
• PagerDuty Advance App for Slack

If you completed the necessary configuration steps in our Slack and PagerDuty Advance guides, a Connected indicator will appear to the right of these apps. If you did not complete these steps, a Not Connected indicator will appear to the right, and you should follow the above guides to configure both apps.

Microsoft Teams

If you completed the necessary configuration steps in our Microsoft Teams guide, a Connected indicator will appear to the right of the PagerDuty MSTeams App. If you did not complete these steps, a Not Connected indicator will appear to the right, and you should follow the integration guide to configure the app.

PagerDuty Advance + Chat Apps Benefits

• PagerDuty Advance Assistant: Reduce mean time to resolution (MTTR) for critical, unplanned work with the PagerDuty Advance Assistant. During an incident, users can interact with the PagerDuty Advance Assistant in Slack and Microsoft Teams in order to gain context, learn of deployed changes that may have caused the issue, and list on-call users that should be added to the incident. This feature keeps Incident Commanders and Stakeholders easily informed and coordinated toward an efficient resolution.
• PagerDuty Advance for Post-Incident Reviews: Create an AI-generated executive summary of the incident within Slack or Microsoft Teams. You can automatically import the summary into a new Jeli Post-Incident Review.
• PagerDuty Advance for Status Updates: Our generative AI leverages Slack and Microsoft Teams and PagerDuty log entries to create status update drafts with one click. When unplanned, interrupting work strikes, communication and coordination are essential. With push-button means of crafting a draft, responders can regain the time and resources needed to reduce downtime and team stress levels. With PagerDuty Advance for Status Updates, responders can easily keep stakeholders informed throughout an incident, while remaining focused on resolution.

Requirements

In PagerDuty:

• You must first install the Slack integration or Microsoft Teams integration in order to use the PagerDuty Advance Integration.
• We support PagerDuty Advance's features for the following service regions:
  • PagerDuty Advance Assistant: US and EU service regions
  • PagerDuty Advance for Status Updates: US and EU service regions
  • PagerDuty Advance for Automation Digest: US and EU service regions
  • PagerDuty Advance for Post-Incident Reviews: US service regions
  • AI Generated Runbooks (Early Access): US service region only

In Slack:

• You need to be a workspace admin or owner.

In Microsoft Teams:

• A Microsoft Teams Admin must enable third-party apps for your organization, in order to download the PagerDuty app.
• A Microsoft Admin will need to authorize the Microsoft Graph API permissions required by the PagerDuty app.

How it Works

Once the PagerDuty Advance Assistant is connected to the chat app:

• Users can interact with the PagerDuty Advance Assistant in a channel to receive wider context, potential root causes and on-call information.

• The PagerDuty Advance Assistant allows PagerDuty to read the history of channels directly associated with the incident or service. This information then combines with PagerDuty incident log entries, allowing users to generate a Post-Incident Review draft from any resolved incident.

• Users can generate status updates from an incident, which leverages the associated Slack channel and PagerDuty log entries.

Integration Walkthrough

Connect PagerDuty Advance to Slack

Initial Configuration

1. If you have not already done so, you must first install the Slack integration.
2. Next, navigate to Integrations Extensions. Select the PagerDuty Advance tile at the top.

3. On the Welcome page, click Authorize Integration.
4. To support the capabilities listed below, the bot needs to be able to join the channel, send messages and URLs within the channel, and view the channel history:

• PagerDuty Advance Assistant
• PagerDuty Advance for Post-Incident Reviews
• PagerDuty Advance for Status Updates

5. On the Extensions PagerDuty Advance screen, click Connect a new Workspace. In the top right, select the same Workspace that was configured with your Slack integration.
6. Review the permission request and then click Allow. Initial configuration is now complete.

Disconnect Workspace

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Slack Channel Bot Removal

When you disconnect from a Workspace, it will remove the PagerDuty Advance bot from its Slack channels.

To disconnect a previously-configured Workspace:

1. Navigate to Integrations Extensions and select the PagerDuty Advance tile.
2. Click Disconnect to the right of your Workspace’s name. A confirmation modal will appear; click Disconnect again to confirm.

Edit the Bot User Name

If you would like to edit the bot's user name after you have configured the integration, perform the following:

1. Navigate to the Slack App Directory using one of the following methods:
   1. Via URL:
      1. Go to https://[your-pagerduty-subdomain].slack.com/apps and click Manage in the upper right.
      2. Select PagerDuty Advance and then click Open in App Directory.
      3. Select the Configuration tab and continue to step 2.
   2. Via Slack:
      1. Select PagerDuty Advance from the Apps section in the left menu.
      2. Click Configuration. You will be redirected to the Slack App Directory. Continue to step 2.
2. Scroll to the Bot User section and click Edit.
3. Enter a new bot name and click Save Changes.

Connect PagerDuty Advance to Microsoft Teams

Initial Configuration

1. Install the Microsoft Teams integration.
2. In Microsoft Teams, add the permissions listed here to the PagerDuty app.
3. Invite the PagerDuty Advance Assistant to any Microsoft Teams channel where you want to use PagerDuty Advance.

Add a GitHub Personal Access Token

You may add your GitHub Personal Access Token to the integration so that PagerDuty can use it for Contributing Factor analysis.

1. Navigate to User Icon Account Settings select the PagerDuty Advance tab.
2. Toggle Allow PagerDuty Advance to access Github Repositories to the on position.
3. Paste your token in the GitHub Personal Access Token field.
4. Click Save Token.

PagerDuty Advance User Guide

PagerDuty Advance provides proactive insights throughout the entire incident lifecycle. You can ask the Assistant questions to receive contextual support.

PagerDuty Advance Assistant

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Availability

PagerDuty Advance Assistant is available in US and EU service regions.

1. For questions directly related to a PagerDuty incident, navigate to the channel that’s linked to the incident.
   For non-incident questions, navigate to any channel.
2. In the channel, you can interact with the PagerDuty Advance Assistant by mentioning the PagerDuty Advance bot and entering your question.
   For Slack: @PagerDuty Advance
   For Microsoft Teams: @PagerDuty advance
3. You can ask questions such as:
   • “What happened?”: Understand the context of the incident.
   • “What’s changed?”: Understand if any code changes were deployed recently that may be the root cause of the incident.
   • “Who is on call?”: Understand whom to add to fix the issue.

To meet these requirements, the bot needs the ability to join the channel and send messages and urls within the channel.

PagerDuty Advance for Post-Incident Reviews

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Availability

• Generally available to Enterprise Incident Management customers using Jeli and PagerDuty Advance (seeded credits, trial or paid SKU).
• This feature is only available in the US service region.

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Requirements

• Observers, Limited Users, Users, Admins and Account Owners (or their respective advanced permission base roles) can generate Post-Incident Reviews.
• You must have a dedicated incident channel, or have at least one Slack channel connection to a PagerDuty service.
• In order to create a Post-Incident Review in Jeli, your account must first be integrated with Jeli .

1. Once you resolve an incident in Slack or Microsoft Teams using the PagerDuty bot, mention @PD Advance and ask it, “what happened”.
2. PD Advance will review the entire chat history and present you with an executive summary, including what happened, actions and decisions, and the incident resolution. A call to action to create a Post-Incident Review will display if your account has an integration with Jeli.
3. Click Create a Post-Incident Review to import the PD Advance summary into Jeli as a new Post-incident Review. You will be able to edit the Post-incident review within Jeli.
4. Jeli will display an indicator to show that the Post-Incident Review was AI-generated.

PagerDuty Advance for Status Updates

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Availability

PagerDuty Advance for Status Updates is available in US and EU service regions.

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Required User Permissions

• All users, with the exception of Limited and Full Stakeholders, can generate status updates for incidents assigned to them.
• Only Responders, Managers, Global Admins and Account Owners can generate status updates for incidents that are not assigned to them.

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Slack and Microsoft Teams Sources

Status updates will generate from the following chat app sources.

Slack

1. The incident-associated channel, when present.
2. The service-associated channel, if there is no incident-associated channel and there is only one service-associated channel.
3. If there is more than one service-associated channel, then Slack data will not be used.

Microsoft Teams

1. The incident-associated chat or meeting, when present.
2. The service-associated channel, if there is no incident-associated chat or meeting.
3. If there is more than one service-associated channel, only one will be used and in no specific order.

1. In the PagerDuty web app, click your preferred incident's Title, navigate to the Status Updates tab and then click New Update.
2. To the right of the Message field, click Generate. A status update will automatically generate. You may make edits to the draft according to your preferences.
3. Click Send Update.

PagerDuty Advance for Automation Digest

Please see our Automation Actions article for more information on generating an automation digest.

PagerDuty Advance Analytics

Please see our PagerDuty Advance Analytics article for more information on viewing PagerDuty Advance Analytics data.

FAQ

How do actions and credits work?

How many credits does each action cost?

How do I view the credits I have left?

Does PagerDuty Advance train models using my data?

How do I get more compliance, legal, privacy or security information about PagerDuty Advance?

Are there any requirements for PagerDuty Advance actions to work?

I received an error when I tried to ask the PagerDuty Advance Assistant a question. How do I fix this?

If the PagerDuty Advance Assistant does not respond when you ask it a question, you will receive the following error prompting you to re-authorize the app:

To re-authorize the app:

1. A PagerDuty Admin or Account Owner will need to navigate to Integrations Extensions PagerDuty Advance tile.
2. Click Connect a new workspace.
3. Ensure that you've selected the correct Workspace in the upper right dropdown. Click Allow.
4. The app has now been re-authorized.