October 2024

New Incident Workflow Action: Create Post-incident Review

Users can add Post-incident Reviews as an action to their Incident Workflows to automatically initiate the learning process upon incident resolution. This helps teams identify patterns across incidents and turns them into opportunities to drive continuous improvement, ultimately mitigating risk of operational failure by learning and improving processes over time. Generally available on the Enterprise plan for Incident Management. Learn more here.

Event Orchestration External Data Variables now in Early Access!

Build more dynamic orchestrations using variables that leverage data from incidents and external systems via API to cover a more diverse set of automation use cases. Teams can now initiate actions based on existing automation outputs, such as suppressing unnecessary incidents when the diagnostics results indicate the issue has been resolved, reducing total cost of operations and freeing up time for value-add work. Sign up for Early Access (AIOps customers only).

Terraform support now available for all Alert Grouping Settings APIs

Endpoints include Create, List, Get, Update, and Delete. Learn more.

Sync PagerDuty notes and ServiceNow case work notes

Customer Service teams working in ServiceNow CSM can now sync PagerDuty notes with ServiceNow case work notes, making it easier to share and receive important customer information across Product and Customer Service teams. This improves coordination and communication for faster resolution of customer impacting outages, ultimately mitigating risk of bad customer experience and protecting revenue. Now generally available on all Customer Service Operations plans. Learn more here.

New PagerDuty Advance features in Early Access—including Microsoft Teams support

Early Access is now open for 3 new genAI-powered features, including:

PagerDuty Advance Assistant for Microsoft Teams support
The ability to surface PagerDuty Knowledge Base information in-chat for extended support beyond incident response
PagerDuty Advance Analytics dashboard for a clear snapshot on the value of using our genAI features—including MTTA/MTTR improvements, time saved, and most used actions

End of Life for Event Rules Coming January 2025

The End of Life for Event Rules will happen on January 31, 2025. You can continue to use and edit your Event Rules in the UI as usual until the EOL date. Starting February 1, 2025, Event Rules will be available via API only. If you’re currently using Event Rules, you will receive an email about potential migration paths. Otherwise, no action is required. To get the most value out of PagerDuty's event-driven automation offering, we recommend migrating to Event Orchestration. Event Orchestration is the best way for users to compress rule volumes, improve noise reduction, and automate manual work. Users will be able to do everything in Event Orchestration that they can in Event Rules today, and more. Read the Knowledge Base article.

September 2024

Now in Early Access: Incident Types

Because no incident is the same, you can now categorize incidents differently and drive a tailored response workflow for each. Tightly integrated with Incident Workflows and Custom Fields, this new feature empowers you to trigger more precise response and coordination to meet SLAs. Sign up for Early Access.

New Configuration API for Jira Cloud Application

Now you can efficiently manage your Jira Cloud settings in bulk. The API allows you to automate configuration management using Terraform, making processes more streamlined. Review the developer documentation for more details.

Jeli API Update to support Security Teams

Users can now set Owners, Editors, and Viewers on existing Opportunities via the API. Previously, this was possible only upon creating a new Opportunity. This new capability is essential to customers who use Jeli for security incidents. They can now assign people to roles when deemed necessary, not just at Opportunity creation.

Our AIOps Content-Based Alert Grouping now supports email alerts

Content-Based Alert Grouping now supports email alerts for alert grouping. This feature enhances our alert grouping capabilities, allowing both Content-Based Alert Grouping and Unified Alert Grouping (which combines Intelligent and Content-Based grouping types) to evaluate email alerts effectively. By incorporating email alerts into our grouping system, we’re providing a more comprehensive approach to handling notifications across different channels. For more information, read this Knowledge Base article.

End of Life for Event Rules Coming January 2025

August 2024

Operations Console now Generally Available to AIOps customers

Central IT teams like NOC, ITOps, and SRE need a shared, real-time view of incoming incidents and their systems' operational health to minimize business impact and protect customer experience. The PagerDuty Operations Console enables users to create customized incident views with flexible filters to triage and take action on issues from a centralized location in real-time. You can access it via the AIOps menu item. Learn more by reading this Knowledge Base article. Don't know where to start? Take the product tour!

New AIOps top navigation menu item

This new menu item centralizes key AIOps features, including the Operations Console, Event Orchestration, Recent Changes (only available to customers with the Change Events capability), and Event Rules. This navigation change won't impact customers' current package. Explore the new in-product menu today!

End of Life for Event Rules Coming January 2025

Salesforce Field Mapping with PagerDuty Custom Fields

Customer service teams on the Enterprise Customer Service pricing plan can now share contextual information from customers with technical teams in PagerDuty by bidirectionally mapping the value of Salesforce fields with PagerDuty custom fields to reduce the time spent gathering vital information during incident resolution. For more information, read this Knowledge Base article.

July 2024

Ensure full privacy when creating Jeli Opportunities via API

The Jeli API was updated to enable users to configure access controls and assign roles on all Opportunities, including private. This is particularly helpful for security teams, as it allows them to address privacy concerns when using Jeli for security related incidents. The Jeli API update includes 3 key enhancements:

The ability to set Owners, Editor & Viewers when creating a new Opportunity
The ability to set global access control role when creating a new Opportunity
The ability to set the Investigator role when creating a new Opportunity

Check out updated Jeli API documentation.

Generally Available: New Incident Roles & Tasks functionality, including Microsoft Teams integration

Now generally available on the Enterprise plan for Incident Management: the ability to assign Incident Roles & Tasks from Microsoft Teams and the option to connect Incident Roles to an Escalation Policy. These new features enable users to drive accountability during major incidents to ensure that no critical steps are missed. Learn more here.

Intelligent Alert Grouping with Advanced Options Available for Early Access

Customers can now customize their Intelligent Alert Grouping by selecting their preferred alert fields for textual similarity analysis. This enhancement allows customers to choose up to five fields, including standard CEF and custom details, for a comprehensive alert grouping analysis.
Early access is available for AIOps customers only. Sign up here.

New Alerts Table View UI

We are bringing updates to our UI on the Alerts table view (Incidents > Alerts). Key changes include a new option for a custom time range on the created filter, improving the old static range options. Additionally, the ‘show details’ option is now an expansion button. You will begin to see these changes gradually over the next few weeks.
For more information, read this Knowledge Base article.

Route incidents at scale with Dynamic Routing, now Generally Available for PagerDuty AIOps!

Route incidents at scale with Dynamic Routing, now Generally Available for PagerDuty AIOps customers. This feature allows organizations to leverage historical data and system state to dynamically adapt routing rules. It also ensures that teams can run fast and manage and maintain incident response processes at scale for an unlimited number of services. For more information, read this Knowledge Base article.

Generally Available: Escalate incidents at scale with Dynamic Escalation Policy Assignment (PagerDuty AIOps)

Dynamic Escalation Policy Assignment is now Generally Available to AIOps customers. This feature ensures the right responder is notified by dynamically assigning escalation policies based on event data and overriding policies defined at the service level. For more information, see this Knowledge Base article.

New Jeli Opportunity and Narrative Builder editing enhancements

Benefit from 3 new enhancements to text entry and Markdown support in Jeli to easily highlight key data points in the incident narrative you’re creating:

Markdown display is now supported for all fields within an Opportunity
Markdown preview is available when editing the Narrative Builder markers
Click-to-edit ability was removed from the Executive Summary, Takeaways, and Quick Actions sections, to avoid overwrites while showcasing key information during post-incident reviews.

Learn more about Jeli Opportunities and Narrative Builder here.

June 2024

Operations Console Early Access Now Available for AIOps customers [New functions added!]

Central IT teams like NOC, ITOps, and SRE need a shared, real-time view of incoming incidents and their systems' operational health to minimize business impact and protect customer experience. The PagerDuty Operations Console enables users to create customized views with flexible filters to triage and take action on issues from a centralized location in real time. We recently added two new functions:

View/filter/search alert custom detail fields onto the Incidents table
Perform single/bulk actions directly in the Operations Console

AIOps customers can sign up for Early Access here.

Re-login may be required for PagerDuty Apps and Integrations to access your PagerDuty account

To bolster the security of our services, we are deprecating our legacy OAuth tokens (ones issued before Feb 2022), which previously did not expire. This update will be implemented in the next 4 to 5 weeks, starting with the mobile app. If your integrations (REST APIs or Apps) and PagerDuty mobile app use these tokens, you must log out and log in again to your mobile apps and PagerDuty integrations to prevent any service interruptions. Importantly, rest assured that this will not affect any on-call paging functionality, ensuring the continuity of your operations.

Jeli Opportunity Stages Timeline generally available for all PagerDuty plans including Jeli Incident Analysis

The new Opportunity Stages Timeline provides an at-a-glance view on the status of each Post Incident Review in the Jeli environment. The timeline is displayed at the top of each Opportunity page, highlighting the active Opportunity Stage at the moment. Learn more about Opportunity Stages here.

Now in Early Access: Operational Maturity Personalized Recommendations

Discover how to elevate your team’s operational efficiency with our new Operational Maturity Recommendations! This feature delivers personalized top 3 actions to improve team performance, ideal for leaders seeking to optimize practices with actionable insights. Visit and assess your Operational Maturity today via Analytics Operational Maturity. Access the EA page and select 'Operational Maturity Personalized Recommendations - Beta' to join the program.

Global Intelligent Alert Grouping now in Early Access

AIOps customers can use PagerDuty’s proprietary machine learning algorithms to learn from both system and human data when grouping alerts for noise reduction across multiple services. Users can also combine both Content-Based and Intelligent Alert Grouping with a flexible time window for maximum precision and correlation control across multiple services. Interested AIOps customers should sign up for Early Access and select Global Intelligent Alert Grouping.

May 2024

Route incidents at scale with Dynamic Routing - now EA!

Route incidents at scale with Dynamic Routing – now Early Access for PagerDuty AIOps customers. This feature allows organizations to leverage historical data and system state to dynamically adapt routing rules. It also ensures that teams can run fast and manage and maintain incident response processes at scale for an unlimited number of services. If you are interested in trying Dynamic Routing, reach out to your account team.

Track Post-incident Reviews with Opportunity Stages

Opportunity Stages provide visibility on which incidents are or have been investigated within Post-incident Reviews. There are 5 Stages to pick from: Unassigned, Assigned, In Progress, In Review, Completed. You can filter Opportunities by Stage, using the search functionality on the Opportunity list page. Learn more.

Create a Jeli Post-incident Review from PagerDuty

Enterprise Incident Management and Customer Service Ops users can now create a Jeli Post-incident Review directly from a PagerDuty incident page—with just one click. This kickstarts the Post-incident Review process immediately and connects the full incident lifecycle in a single flow. Jeli Post-incident Reviews can be accessed directly from the PagerDuty global navigation bar. Learn more.

Incident Roles - Now Available on PagerDuty Web UI

We are thrilled to introduce Incident Roles in our PagerDuty Web UI, an enhancement initially available only via the Slack Experience. This feature streamlines incident management and boosts efficiency by allowing flexible role assignments, automated processes, and comprehensive access, ensuring each team member knows their responsibilities for effective decision-making and resolution. Learn more.

We encourage you to explore these new capabilities through our knowledge base and see how they can improve your incident management process.

April 2024

Dynamic Escalation Policy Assignment now Early Access!

Dynamic Escalation Policy Assignment is now Early Access for AIOps customers. This feature ensures the right responder is notified by dynamically assigning escalation policies based on event data and overriding policies defined at the service level. If you are interested in trying Dynamic Escalation Policy Assignment, fill out this form.

Insights

The escalation policy ID and name shown in Insights now respect the escalation policy used in the incident as it changes. Previously the escalation policy associated with the incident's service was always shown.

See the developer changelog for more technical details.

March 2024

Public API Support for Status Pages

Status Pages Customers can now CRUD actions to post, update, and manage subscribers for PagerDuty Internal and External Status pages. Learn More.

Unified Alert Grouping on a Single Service

Combine both Content-Based and Intelligent Alert Grouping with a flexible time window for maximum precision and correlation control. Specify which fields and criteria need to be met before Intelligent Alert Grouping is applied on a single service. Now generally available to AIOps customers only. For more information, check out the KB article.

New Enterprise plan for PagerDuty Incident Management

We’ve launched a new Enterprise plan for Incident Management by combining capabilities from our Jeli acquisition with our latest incident management innovations into a single end-to-end offering. The unified platform eliminates guesswork with built-in automation and guides remediation throughout the incident lifecycle. Learn more.

February 2024

Unified Alert Grouping Available for Early Access

Combine both Content-Based and Intelligent Alert Grouping with a flexible time window for maximum precision and correlation control. Specify which fields and criteria need to be met before Intelligent Alert Grouping is applied on a single service. Early access is available now for AIOps customers only. Learn more.

PagerDuty for Customer Service in Salesforce

Release notes for Version 3.13 of the PagerDuty for Salesforce service cloud application in Salesforce appexchange.

PagerDuty Incident actions to update the PagerDuty incident Conference and Description fields with values from fields in Salesforce.

PagerDuty for Customer Service in ServiceNow CSM

Release notes for Version 2.3 of the PagerDuty for ServiceNow CSM application in the ServiceNow Store.

Support for ServiceNow Vancouver
Support for the PagerDuty Widget on the Case Page in the CSM Configurable workspace

January 2024

Sunsetting Incidents Only Setting

Beginning February 2024 we will be sunsetting the Incidents Only service setting. As of this change, new services will not be able to be created via UI or API with the Incidents Only service setting. If you currently use this setting, your services will be migrated automatically with the exception of Webhook V2 or V3 users who have received additional advance communication. Learn more.

Mobile App: Analytics Widget on Home Screen GA

We're excited to announce the general availability of the Analytics Widget on the PagerDuty Mobile App home screen. Users can now Monitor their Team's MTTA and MTTR, plus the count and details of High Urgency Incidents from the previous month until yesterday. The card also highlights the specific date range covered and compares trends with data from 30 days before the selected period.

Small UI change for Event Orchestration

As of January 17, some customers may see a small UI change as we prepare for a staged rollout of improvements to the Event Orchestration rule creation module. This includes an improved drop down to select which actions should be applied to an Event Orchestration.