December 2023

Schedule Layer Copy now generally available

The new Schedule Layer Copy feature speeds up the schedule creation process and addresses different scheduling and rotation needs. It allows you to duplicate an entire layer configuration within a schedule or to copy specific components of an existing layer into a new one. Now generally available for all PagerDuty users. Learn more.

EU: Registering New OAuth Apps is now available

EU accounts can now create new Oauth Apps from the Integrations menu. These apps can be used for their own custom integrations or third-party developers creating an integration to PagerDuty for their customers. Create an OAuth App.

The Analytics Dashboard is now Generally Available

The Dashboard was designed to streamline customers' access to key metrics and reports all on one surface. With a user-friendly navigation system, users can easily drill down into and monitor essential metrics to drive proactive improvements. It provides direct access to Insights Reports for deeper analytics and easier navigation. Accessible to paying customers in the web app by navigating to Analytics Dashboard. Learn more here.

Reminder: Legacy Reports End-of-Life

The legacy Reports have been discontinued on December 11, 2023, and have been replaced by the Insights Reports. We recommend transitioning to Insights Reports to benefit from their advanced features. Learn more here.

Intelligent Dashboards sunsetting on January 15, 2024

The Intelligent Dashboards are being discontinued and replaced by the Analytics Dashboard (available soon). We recommend transitioning to the Dashboard (Analytics menu > Dashboard) to benefit from its advanced features. Learn more here.

Webhooks Public Certificates Expiring Soon

The public certificates used by PagerDuty Webhooks will expire on January 5, 2024. If you have a process that relies on verifying the PagerDuty's Webhooks Certificate, please have your PagerDuty admin download and install the new certificate to avoid service disruptions. Please contact [email protected] if you have additional questions. Learn more.

Introducing Slack as an Incident Contact Method

Response teams can now add Slack as a contact method and use it as a part of notification rules for incident response! As a prerequisite, PagerDuty’s Slack integration must be added to an organization's Slack Workspace. Also, PagerDuty recommends that when setting up a contact method, you always have a secondary option. Review our integration guide.

Round Robin support via Escalation Policy API

It is now possible to use the Escalation Policies API to apply Round Robin to new and existing escalation policies via Terraform or the REST API directly. Teams who rely on automation will be able to use this functionality for their workflows.

For more information, please reference our API documentation.

November 2023

PagerDuty One-Touch Usage ends on Dec 14, 2023

We're sunsetting the "One-Touch Usage" feature on December 14, 2023. This admin feature provides usage metrics for one-touch conference bridges. It has been underused, and offers limited value since consumption-based pricing was never implemented. If you have questions, please contact our Support team.

Updates to Existing Content-Based Alert Grouping

Content-Based Alert Grouping now allows users to customize their grouping time using Flexible Time Windows. Previously, it only featured a static 24-hour time window available for users. Now, users can customize their grouping with either the 24-hour static time window, or the Flexible Time Window. This feature is available for existing AIOps, Enterprise for Incident Management, Digital Operations (Legacy), and Event Intelligence customers. Learn more.

Reduce time to diagnose and next action for Responders

The Automation Actions Log allows Process and Runbook Automation users to curate Automation Action log data. Responders have less searching and comprehension toil with a summarized view of automation results attached to the incident. This feature is now Generally Available for Automation Actions customers. Please contact our Support team if you have any questions about this new functionality.

Reduce Noise Across Services

Global Alert Grouping (now Generally Available to AIOps customers) allows organizations to reduce noise across one or multiple services by using Content-based Alert Grouping with a flexible time window. With this new AIOps feature, teams can experience fewer incidents, improve MTTR by distilling the signal from the noise, and better understand the incident scope. Learn more.

Webhooks Public Certificates Expiring Soon

The public certificates used by PagerDuty Webhooks will expire on January 5, 2024. If you have a process that relies on verifying the PagerDuty's Webhooks Certificate, please have your PagerDuty admin download and install the new certificate to avoid service disruptions. Please contact our Support team if you have additional questions. Learn more.

Legacy Reports to be deprecated on December 11, 2023
The legacy Reports will be discontinued on December 11, 2023 and will be replaced by the Insights Reports. We recommend transitioning to Insights Reports to benefit from their advanced features. For more details, visit our Knowledge Base or contact our support team.

Updates to REST API Rate Limits

Starting Dec 4th 2023, we are rolling out some updates to PagerDuty’s REST API Rate Limit, including:

A refreshed rate limiting system to more consistently and accurately enforce REST API rate limits,
New response headers within our REST APIs so that customers can programmatically control the request load sent to PagerDuty and
Four dimensions used to enforce the rate limit.

Analytics API Service is Generally Available

The Analytics API Service is now GA, ensuring we continue to be API-first. We removed the X-EARLY-ACCESS header requirement for all Analytics endpoints, added seven new endpoints, and we also added new escalation/reassignment metrics and filters to existing endpoints. The AAS powers our Insights reports, which are available to all paying customers.

You can find more information on the PagerDuty Developer Platform.

Analytics Dashboard in Early Access

The new Analytics Dashboard allows you to easily monitor key metrics in one place! The dashboard links to Insights reports for deeper analytics and easier navigation. Sign up now to get Early Access to this feature. Access it via Analytics Dashboard.

Mobile App: Status Dashboard Widget on Home Screen GA

We're excited to announce the general availability of the Status Dashboard Widget on the PagerDuty Mobile App home screen. This widget displays your top 3 impacted business services in order of priority. It provides a quick and easy way to monitor disruptions and stay informed.

You can learn more by reading this Knowledge Base article.

October 2023

Rich Text and Hyperlinks Support for Status Pages

Status Pages Customers can now use Rich Text and Hyperlinks to communicate real-time operational updates more clearly and easily. This allows more emphasis on instructions and provides clickable links. Delivering even more exceptional customer experiences to their customers. Learn more.

Previous Services List view deprecated from October 25

On October 25, 2023, PagerDuty ends support to the previous Services List view. The Service Directory page is now the single source of truth for all service-related information. Learn more.

See your event volume in detail

As of October 17, account admins can dig into the sources of their organization's event volume broken out by the routing key receiving these events via the Event Volume Detailed Breakdown table. This can help teams manage their events and identify keys or services that drive their event volumes. For more information, please see this Knowledge Base article.

Announcing Private Status Pages General Availability

Customers can use Private Status Pages to proactively and securely communicate real-time operational updates with their stakeholders via Single Sign-On (SSO) without requiring a PagerDuty account. By doing so, they can consolidate communication tools, drive operational efficiencies, and break down silos to deliver exceptional customer experiences.

ServiceNow Customer Service Management Integration

Review release notes for version 2 of the PagerDuty for ServiceNow CSM application in the ServiceNow store. PagerDuty Ruleset for ServiceNow CSM. Automate actions in PagerDuty and ServiceNow CSM when conditions on a PagerDuty incident or ServiceNow case are met. Learn more here.

September 2023

Service Event Rules Migration now generally available

All accounts now have access to the new Service Event Rule to Service Event Orchestration migration tool. This tool will allow users to migrate all the rules in a service event ruleset to Event Orchestration at the push of a button. This functionality can also be triggered via API. For more information, check out our Knowledge Base.

New Teams Workflow Action: Create Incident Chat Room

Along with Create a Meeting, customers can now create a dedicated Incident chat room via PagerDuty Workflows. The incident chat will include an incident notification card with real-time incident updates and incident action buttons. It will also automatically add responders that have been added to the incident. Learn more in our Integration Guide.

New Wizard UI available for App Registration

We have been listening to a lot of feedback on our App Registration experience. We made minor tweaks to it with our API Scopes launch in May 2023 and helped our developer reduce the time to register by 30%! But, we wanted to do more. Hence, presenting a much smoother and better wizard experience for our developers to help them go through their app registration journey, whether its their 1st or not. Enjoy!

Service Standards API now generally available

With the Service Standards API, users can now pull the following data on their Service Standards:

A list of all standards of an account
A list of how a set of resources score on their standards
How a resource is scored on its standards

Also, Admins and Account Owners can change the description of a service standard.

For more information, please read Service Standards in our Knowledge Base.

Insights Reports and Analytics API now in Early Access

All paying customers now have access to the Insights Reports. These reports are loaded with interactive visualizations, drill-down capabilities, and detailed response effort data. Check them out in the Analytics dropdown marked as “New.” We’ve also opened the Analytics API to all plans so teams can access incident response and detailed responder data directly in their preferred analytics platform. Check the Knowledge Base article for more information.

August 2023

Custom Fields in Status Updates Templates now available

Custom Fields in Status Update Notifications Templates (STUNTs) help response teams to share important information from 3rd party integrations or company-specific incident data with stakeholders. Also, the selection of available standard fields in STUNTs was expanded to include "Assignments”, “Urgency”, and “Previous Status Updates”, so teams can add even more context about the incidents at hand.

To learn more, check out our Knowledge Base article.

Schedules upgrades now generally available

The final set of upgrades to the scheduling pages is now generally available for all customer accounts. Layers can be renamed and rearranged in both schedule creation and scheduling editing. Users with at least an admin base role can add or remove teams when editing a schedule. The restrictions modal was redesigned to become more intuitive.

Learn more by checking out our Knowledge Base article.

July 2023

Incident Workflow Templates Now Generally Available

We’ve made it easier for you to get off and running with Incident Workflows by introducing templates, which provide a helpful starting point and show best practices. Now, when you navigate to Incident Workflows you will see 3 templates: Major Incident Workflow, Collaboration Workflow, and Update Stakeholders Workflow. Try templates for yourself or learn more by visiting our knowledge base.

PagerDuty for Customer Service in Zendesk

The ability to use PagerDuty Incident workflows from the customer service application in Zendesk.

PagerDuty for Customer Service in Salesforce

Release notes for Version 3.10 of the PagerDuty for Salesforce service cloud application in Salesforce appexchange. The ability to use PagerDuty Incident workflows from the customer service application in Salesforce.

Status Pages Import Subscribers is now available

Customers can now effortlessly import their email subscribers in bulk using CSV, making it easier to migrate from other tools and automatically subscribe large number of customers. Learn more.

Incident Workflow Templates Now Generally Available

Status Page Postmortems is now available

Customers can now add retrospective incidents to their Status Pages after an incident is resolved, providing an opportunity to tell their customers what went wrong and what they are doing to avoid similar incidents in the future. Learn more.

June 2023

Microsoft Teams Create Meeting via Incident Workflows
Customers can now add a new action to an incident workflow that creates a Microsoft Teams Meeting. This meeting will be attached to an incident and enable incident response in a conference bridge and an incident chat room. Check out our Knowledge Base article.

Modernized Navigation feature for Android Mobile App
The Modernized Navigation feature for Mobile is now also available for Android users. This update lets users switch between screens easily without tapping the hidden hamburger menu and relaunching screens. Moreover, the user's history will be preserved while navigating multiple screens simultaneously. Check out our Knowledge Base article.

New Status Pages Features

PagerDuty Status Pages launches a few features this month.

Customers can now use the Scheduled Maintenance feature to keep their customers proactively informed about when they are going to be unavailable due to maintenance. They can easily add the information to their status page while sending real-time notifications to their subscribers
Status Page Templates feature provides customers with a way to standardize their incident and maintenance posts for quick reusability. Customers can improve trust and speed up the communication process by leveraging this feature to avoid repetitive copying and pasting of updates and ensure a consistent way of communication across posts
Customers can now allow their customers to get incident and maintenance updates via both Webhook and Slack Notifications
Customers can now leverage the enhanced Status Page Management feature to define which teams, besides the original page creator, can edit or delete their status pages. "

Change to Event Rules

We will be encouraging users to leverage Event Orchestration instead of Event Rules for better user experience. New services created will process events via Service Orchestration by default. You have the option to switch back to Event Rules if you choose. Existing services will continue to process events through whatever tool is the currently selected default (either Service Event Rules or Service Orchestration Rules).

In-product trial of Runbook Automation is now available

Runbook Automation is an integral component of the PagerDuty Operations Cloud and it allows you to automate your most common troubleshooting procedures in your incident response process. Runbook Automation empowers first line responders to diagnose and remediate incidents without disrupting the work of senior engineers.

This trial is available for existing PagerDuty customers on Business and Digital Ops plans. There are two paths to request or sign up for a trial: the Automation Actions page or through the 'Run Actions' button on resolved incidents on the incident details page. Please contact your account team if you would like assistance with your trial.

May 2023

Improved Sidebar Visibility Control In Jira Server App

Upon upgrade to v4.3.3, Jira Admins can choose the default visibility of the PagerDuty sidebar widget. It will remain auto-displayed for projects mapped to PagerDuty, but Jira Admins can now bulk hide the widget for all non-mapped and newly created projects. This will eliminate manual work for the Jira Admin who needs the widget hidden by default for projects not intended for PagerDuty usage. Upgrade to v4.3.3 Jira Server app on the Atlassian Marketplace.

Scoped OAuth is here!
You asked, we listened. Scoped OAuth gives you more control over API access at a PagerDuty resource-level. It allows your private application to act as an app and controls access to your PagerDuty account data by the scopes it is granted. Checkout App Registration (formerly Developer Mode) under the Developer Tools list on the Integration menu. To learn more, read our Scoped OAuth developer documentation.

View CSOps Integration Links in Slack and MS Teams
Responders will be able to access additional details from Zendesk and Salesforce within chat. Instead of needing to search for related cases, this update saves time during an incident when users are collaborating in Slack or MS Teams, but need to jump to the Zendesk or Salesforce list of cases. Learn more here:

PagerDuty for Customer Service in Salesforce

Release notes for Version 3.9 of the PagerDuty for Salesforce service cloud application in the Salesforce AppExchange. The option to select if the Salesforce object description should sync with the PagerDuty incident description at Salesforce object or PagerDuty Incident creation.

PagerDuty for Customer Service in Zendesk

The option to select if the Zendesk ticket description should sync with the PagerDuty incident description at Zendesk ticket or PagerDuty Incident creation.

Slack Integration Reliability Improvements

We have made a number of improvements to enhance the reliability and performance of our Slack integration experience:

We now soft delete the data for 30 days and allow customers to reinstate their own data by re-connecting workspace mapping. This avoids the need for data restoration.
To improve the performance of fetching channel lists, we now only fetch slack channels that the PD user has slack permissions for and the fetching process will only begin once a user tries to create and edit a connection. Also, the full list of channels will not show by default.

New Fields Available in Status Update Notification Templates

We have expanded the selection of available fields for Status Update Notification Templates to include “Business Impact,” “Conference Bridge,” and “Slack Channel.” These new fields help response teams add important context about the incident at hand to their communications to stakeholders. To learn more, check out the Knowledge Base article.

New Fields Available in Status Update Notification Templates
We have expanded the selection of available fields for Status Update Notification Templates to include “Business Impact,” “Conference Bridge,” and “Slack Channel.” These new fields help response teams add important context about the incident at hand to their communications to stakeholders. To learn more, check out the KB article.

Status Update Notification Templates now available as an Incident Workflow Action
Rather than manually crafting update messages from scratch, response teams can use templates to drive efficiency and consistency in their stakeholder communications. These templates can now be accessed from the “Send Status Update” workflow action and automatically sent when a workflow is triggered. To learn more, check out the KB article.

April 2023

Migrate Event Rules your way

As of June 12, 2023 PagerDuty will be sunsetting Event Rules. As the next evolution of Event Rules, Event Orchestration is now the best way for users to compress rule volumes, improve noise reduction, and automate manual work. June 12, 2023, Event Rules will go into a frozen state. They will still work, but no longer be editable. To migrate Event Rules to Event Orchestrations, click the button next to each ruleset to copy it over. Or, migrate to Event Orchestration at scale via API. For more information, check out the Knowledge Base article.

Improvements for the routing rules page

Users can now view routing rules faster and search them easier with lazy loading and search capabilities on the routing rules page. Users can search for a routing rule based on service name to quickly edit routing logic for a service.

Global Event Orchestration is generally available for PagerDuty AIOps customers

PagerDuty's Global Event Orchestration is generally available as of April 3, 2023. Global Event Orchestration's powerful decision engine enriches events, controls their routing, and triggers self-healing actions based on event data. Teams can use this functionality across any or all services within PagerDuty. This feature is available with the purchase of PagerDuty AIOps. For questions about Global Event Orchestration, you can read this blog.

Introducing PagerDuty AIOps: Harnessing the Power of AI to Transform Modern Operations for the Enterprise

PagerDuty is excited to announce the launch of a new AIOps solution that allows IT and SRE teams to adopt AIOps quickly and pay only for what they use. For more information about PagerDuty AIOps, see our Knowledge Base article or take our new product tour.

March 2023

New: Run Incident Workflows from ServiceNow or Jira Server

Incident Workflows allow teams to use a no-code/low-code builder to create custom workflows that automate manual steps of the incident response process. Now, this powerful capability can be run directly from within the ServiceNow incident record or Jira Server issue to unify your data and tools for incident response. These updates can be accessed through the v7.9 ServiceNow and v4 Jira Server integrations, respectively. To learn more, read the KB articles: ServiceNow | Jira Server

Major Changes to Schedule Details Page

On March 14th, the first sets of significant changes were rolled-out to the Schedule details page, providing a more user-friendly interface with enhanced visibility to Schedule metadata and unified override modals. These modals allow users to easily override a specific shift or time. The most important information is now immediately visible, with Users, Escalation Policy, and Teams nested beneath. For more information about these changes, read the latest Knowledge Base article.

Enable and disable rules in Event Orchestration

Users can now disable and enable rules in Event Orchestration. This allows users a higher level of control over which rules are executed. Instead of needing to remove and re-add rules as needed, you can now disable and enable them with the click of a button for quick editing. For more information reach out to your account team.

Salesforce Service Cloud V3.8 is now available

Upgrade to the new version of the named credential feature from Salesforce, now available in in Salesforce appexchange. This replaces the Legacy named credential feature that has been deprecated by Salesforce. Visit the PagerDuty knowledge base for more information.

Slack, Microsoft Teams, and Zoom details added to Incident log Entries

Customer will now be able to see Slack, Microsoft Teams, and Zoom details via the Incident log Entries. This will ensure customers know when a responder was successfully added to a channel and can access the link from all PD interfaces. If you have any questions please reach out to [email protected].

February 2023

PagerDuty for Customer Service in ServiceNow CSM is now available
PagerDuty for Customer Service in ServiceNow CSM is now available. Customer service teams can now see the status of active incidents in PagerDuty right from ServiceNow. With this new application agents can create incidents and view any notes or status updates made by development or ITOps teams to accurately and efficiently respond back to the end customer in PagerDuty from ServiceNow. This bridges the gap between Customer Service and Technical teams, engaging the right people in real time to get ahead of customer issues. Check us out in the ServiceNow app store.

Schedules UI enhancements now GA
As of February 28, 2023 all users will see minor changes to Schedules including improvements to the UI and streamlined panels on the schedule details page. For any questions, please reach out to [email protected].

PagerDuty University Admin & Account Owner Permissions Course
Account Owners and Admins have special permissions that no one else has. Only they can add new users and update other users’ object roles, see how many full user licenses and stakeholder licenses are available in the account, among many other settings.

Our Admin & Account Owner Permissions Course will teach you what these features are and how to manage their settings in PagerDuty.

January 2023

Status Update Notification Templates latest updates now generally available!
With organization-based templates, companies can now customize and standardize communications based on impact, service areas, and more. This functionality will be also available via API, so teams are able to customize and leverage status update notification templates to fit their needs in any context. Watch this demo to see the templates in action.

Custom Fields on Incidents Early Access Begins Next Week
Custom fields give users the flexibility to display critical information on incidents. Teams can aggregate data from several existing systems of record into a 360 degree view of incident response, reducing the time responders spend searching for key data, and ultimately lowering MTTR. Custom Fields on Incidents will be available on web and the API. Learn more in our KB article and sign up for Early Access.

Incident Workflows Generally Available Next Week
Get more flexibility and control over your incident response processes by reducing the manual work required to carry out the right response. Utilize a no-code/low-code builder to create unique Incident Workflows for any use case that trigger an orchestrated response using if-this-then-that logic. Incident Workflows are available to Business, Enterprise for Incident Management and Digital Operations (Legacy) plans only, and will fully replace Response Plays. Upgrade your Response Plays to Incident Workflows. Watch the demo, read the KB article, and try out Incident Workflows–Generally Available next week!

Schedules UI enhancements coming soon
Beginning February 7, 2023, users will see minor changes to Schedules including improvements to the UI and streamlined panels on the schedule details page. For any questions, please reach out to [email protected].

New Login experience for PagerDuty
We are simplifying the login experience for PagerDuty, starting next week. You may notice changes to the login page, if you have any questions you can find the answers here.

PagerDuty Process Automation and Rundeck version 4.9.0
This release introduces the beta for Plugin Groups, which simplifies the configuration of plugins so users can build more automation faster. Now users have a graphical interface for configuring plugin properties at the project and system level using predefined sets of properties on a per plugin suite basis. Read the release notes for more info.

Webhooks Public Certificates Expiry
The public certificate used by PagerDuty Webhooks will expire on January 8, 2023. If you have a process that relies on verifying the PagerDuty's Webhooks Certificate, please have your PagerDuty admin download and install the new certificate to avoid service disruptions. Please refer to this page to download a new certificate and for additional information about PagerDuty public certificates. Please contact [email protected] if you have additional questions.