Slack + PagerDuty Integration Benefits

• Collaborate seamlessly while managing PagerDuty incidents end-to-end from incident dedicated channels.
• Increase awareness of active incidents by receiving notifications in Slack, either by pre-configured service/team channel connections, or notification channels.
• Look up who is on-call, create Insights reports and manage the integration.
• Take action on your incident, all without leaving Slack.
  • Declare, acknowledge, escalate and resolve PagerDuty incidents.
  • Run Incident Workflows, send status updates, assign roles and delegate tasks.
• Save time by leveraging PagerDuty Advance GenAI capabilities.
  • Efficiently getting context (for example, @PagerDuty what changed?).
  • Generating status updates (for example, @PagerDuty draft a status update).
  • Summarizing the incident after resolution for post-incident reviews.
• Easily build post-incident reviews in Jeli by importing Slack data for analysis.

Requirements

In PagerDuty:

• Initial Configuration: This integration requires an Admin, Global Admin or Account Owner base role to perform the initial configuration. This includes mapping your PagerDuty account to your Slack workspace.

• Slack Connection Management: Once your PagerDuty account has been mapped to your Slack workspace (see the previous section) Team Managers, Admins and Account Owners can configure channels for a PagerDuty service.

• Using the Integration: For users to be able to perform PagerDuty actions from within Slack or create new channel connections on the PagerDuty side, users must first link their PagerDuty and Slack user accounts. Actions such as acknowledging, resolving, viewing incident details, adding a note, escalating or running an Incident Workflow follow the PagerDuty user permissions for each action.

  • Slack users without PagerDuty licenses can create incidents through either unlinked user access or a Slack workflow.

• The Slack integration is supported for both US and EU service regions.

PagerDuty Advance

• 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 Jeli

• Admin permissions are required to manage integrations in Jeli.
• Jeli is available for accounts in the US service region only.

In Slack:

• To install the PagerDuty application, you need to be a workspace admin or owner.

How It Works

The Slack integration is organized around three channel types, each configured from its own tab on the Slack configuration page:

• Incident channels — Unique channels created for each incident, so your work and context are centralized in one place. When an incident happens, you can jump in and get to work.
• Notification channels — Channels that receive incident updates based on rules. Notification channels make it easy for responders to monitor incidents by service, team, and more.
• Announcement channels — Channels used to broadly announce incidents to stakeholders, leadership, and customer-facing teams, based on rules. Announcement channels make it easy to update stakeholders on new and in-progress incidents.

You can declare, acknowledge, resolve, and perform other actions within Slack. When you configure a channel for a service or team, an incident card is automatically sent to the designated channel whenever an incident is declared for that service or team. You can then perform actions within Slack, or within PagerDuty, and the actions are synced bi-directionally.

You can interact with PagerDuty Advance for a broad range of incident-related tasks, such as catching up on an incident's status and drafting status updates. After resolving an incident, you have the option to create a Post-Incident Review.

See the PagerDuty Privacy Policy to read more about how we collect, use and disclose your information.

Integration Walkthrough

Initial Configuration

1. Map your PagerDuty account to your Slack Workspace. In PagerDuty, navigate to Integrations Extensions. Select the Slack tile at the top.

• If prompted, click Authorize Integration.

2. On the Slack Workspaces mapping screen, click Add Workspace to connect your PagerDuty account to your Slack workspace. Connecting your PagerDuty account to your Slack workspace ensures that the PagerDuty bot is present and that PagerDuty slash commands can be executed from any Slack channel.
3. Ensure the correct workspace is selected in the dropdown.
4. Click Allow to authorize.

Once this step is complete, configure your channels from the Slack configuration page. See Configure the Slack Integration.

Configure the Slack Integration

Configure each channel type from the Slack configuration page (Integrations Extensions Slack your workspace). The page has four tabs:

• Incident Channel
• Notification Channels
• Announcement Channels
• Advanced Options

Incident Channel

On the Incident Channel tab, enable and manage settings for new incident channels. All incident channels have their incident details pinned to the top.

Notification Channels

On the Notification Channels tab, send updates to specific channels based on rules. Notification channels make it easy for responders to monitor incidents by service, team, and more.

Rules are driven by orchestration: parameters defined in the event payload — such as the priority of an incident — can determine whether an incident is declared and routed to a notification channel.

Announcement Channels

On the Announcement Channels tab, broadly announce incidents to different channels based on rules. Announcement channels make it easy to update stakeholders on new and in-progress incidents.

Rules determine when an announcement is sent. For example, when an incident matches a high-priority rule, an announcement channel can be created and the incident broadcast to it. Those rules can be changed.

Advanced Options

On the Advanced Options tab, configure general settings for the integration.

General Settings

App Permissions

There are three sets of optional scopes you may enable, depending on which PagerDuty platform features you intend to use. These scopes allow access to Slack chat messages, and read uploaded files enriching PagerDuty Advance "catch me up" and "wrap me up" incident summaries, status updates, and proactive incident messages.

By enabling Shared files on the Slack configuration page, we will request one additional scope. The permission is disabled by default when a Slack workspace is added.

By enabling Chat messages, we will request three additional scopes:

By enabling Private channel ingestion on the Slack configuration page, we will request one additional scope:

Danger Zone

From here you can disconnect the Slack workspace from PagerDuty. Stops all notifications, messages, automations, and integrations to Slack. This cannot be undone.

Presets

Presets control which incident events post to a channel. Set a preset for each channel type from its tab on the Slack configuration page. The preset replaces the individual selections in the Incident updates field.

Selectable Events

The All Updates and Custom presets draw from the full set of selectable events:

• Incident triggered
• Incident acknowledged
• Incident unacknowledged
• Incident escalated
• Incident delegated
• Incident resolved
• Incident reopened
• Responder added
• Responder replied
• Note added
• Priority updated
• Status update published
• Incident type updated
• Automation action started / updated / ended
• Task created (requires the incident tasks feature)
• Task assignee, description, name, or status changed (requires the incident tasks feature)
• Task completed (requires the incident tasks feature)
• Role assigned to responder (requires the incident roles feature)

Via Slack Command

Navigate to your preferred Slack channel, enter the /pd connect command and make selections in the following fields based on your preferences:

Click Connect to connect your PagerDuty source to your Slack channel.

Granular Bot Permissions

The Slack integration uses granular bot permissions, as detailed in the Bot Token Scopes table. All channel connections are affected by granular bot permissions, but new connections will closely follow Slack workspace security settings. Creating channel connections may require users to have additional Slack permissions or admin authorization, as detailed in the Approve App Update section.

Approve App Update

There are two Slack settings that may impact the app update:

• App Updates require a Slack Admin approval.
• Only Slack Admins or Slack app Managers can create PagerDuty service to Slack channel connections.

If a user does not have the correct Slack user permissions, then a notification will be sent to a Slack admin to approve the connection. If a Slack admin does not approve the new changes, users will not be able to create new Slack channels and PagerDuty service connections. If your Slack account has not restricted these settings, no action is required.

To approve the app update as a Slack Admin:

1. Navigate to the Slack admin portal and search for the PagerDuty app.
2. At the top right of the page, click Approve next to Manage app for entire workspace? and approve PagerDuty app changes.

Bot Token Scopes

Add Multiple Slack Workspaces to PagerDuty Connections

You may add multiple workspace connections to multiple PagerDuty accounts.

Follow the Integration Walkthrough instructions for as many workspaces as you need to add to each PagerDuty account.

Slack Connection Management

Users with a Manager, Admin or Account Owner role can manage connections in PagerDuty on the Slack configuration page under Integrations Extensions Slack Integration. Note: This version of the Slack integration is no longer managed at the service level.

Edit or Remove a Slack Workspace

1. Navigate to Integrations Extensions select the Slack Integration tile.
2. Click the icon to the right of you Slack workspace.
   1. To edit the connection, click Configure workspace.
   2. To remove the connection, click Disconnect workspace.

PagerDuty Slack Integration API

View our developer documentation for more information about the PagerDuty Slack Integration API.

Slack User Guide

Read our Slack User Guide for more information about using the integration after it has been configured.

Add a Slack Contact Method

Once the Slack integration has been configured, you can add Slack as an incident contact method. See our User Profile article for more information.

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.

FAQ

What file types and limits exist for file upload?

We currently support .txt, .md, .jpg and .png files. One file can be attached to a slack message when the bot is mentioned, and file size can be up to 500Kb maximum.

Why is workspace mapping required?

Workspace mapping connects a PagerDuty account to a Slack workspace. This provides authorization and access to all channels in a workspace and removes the need to authorize connections on a channel by channel, service by service basis.

Can Managers perform the initial setup of a channel/service connection, or access and edit the settings for a connection?

- Users with a Manager role or higher can create and manage their teams' connections.

• A PagerDuty user with an Admin role or higher is required to connect the PagerDuty account to the Slack Workspace first.

Is there a way to allow `non-PagerDuty users` to declare incidents in Slack?

A PagerDuty admin can enable the Allow any Slack user to declare incidents on services option on the Advanced Options tab to allow non-PagerDuty users to declare incidents from Slack.

If this option has not been enabled, unlinked users can still declare incidents using a Slack workflow. See Create an Incident Declaration Slack Workflow for more information.

I changed my channel from public to private, and now my incidents are not posting to Slack.

Invite the PagerDuty bot (@PagerDuty) to your Slack channel after you set it to private.

Do I need to install anything else to use slash commands?

No, slash commands are available out-of-the-box. To use the /pd trigger command, ensure that you have mapped your Slack workspace to PagerDuty (step 4 of the Integration Walkthrough).

Can I add multiple Slack workspaces to a single PagerDuty account?

Yes, you can map multiple workspaces to a single PagerDuty account by repeating the Initial Configuration.

Can I connect a workspace to both a PagerDuty account in the US service region and a PagerDuty account in the EU service region?

Yes, you can map a single workspace to PagerDuty accounts in different regions. You will just need to make sure to run slash commands with the appropriate prefix (/pd for US and /pdeu for EU).

How do I view `on-call` information in Slack?

Use the command /pd oncall to see who is on call.

I am seeing "Slackbot removed an integration from this channel: PagerDuty" in channels after a user was deactivated — did my integration break?

No. This message does not mean the integration is broken or that active configurations have been removed. All PagerDuty-Slack connections remain fully intact and functional.

Why this happens

Older, legacy versions of the PagerDuty-Slack integration relied on user-dependent incoming webhooks managed on the Slack side. When the Slack user who originally authorized and created those legacy webhooks is deactivated, Slack automatically removes the associated resources, which triggers the Slackbot notification.

Current Architecture

The current version of the PagerDuty-Slack integration uses a centralized bot token instead of user-dependent authorization to send messages, and it no longer relies on Slack's incoming webhooks. Because legacy webhook resources could not be programmatically removed during past upgrades, they remained idle in your Slack workspace until the user's deactivation triggered their automatic removal.

No action is required on your part, and your active incident workflows will continue to function normally.

Why am I receiving duplicate or repeated incident messages in a Slack channel?

Duplicate messages usually mean that more than one connection is posting to the same channel. Common causes include:

• Multiple connections to the same channel: A service connection and a team connection can both post to the same channel, sending two messages for each incident. Review the connections for the channel on the Slack configuration page (Integrations Extensions Slack View) and remove the connection you do not need.
• A legacy service-level extension: If a service still has a legacy Slack extension configured alongside the current workspace-level integration, both versions post to the channel. Remove the legacy extension from the service's Integrations tab.
• A broad preset: The All Updates preset posts every incident event. If the volume of messages is the issue rather than true duplicates, select a narrower preset such as Highlights Only or Status Updates Only.

Why do I see "channel not found" when connecting a Slack channel?

A channel that does not appear in search results, or returns "channel not found" when selected, is usually caused by one of the following:

• Slack permissions: You can only configure channels that you have Slack permissions for. If you need access to a channel, contact your Slack administrator.
• Private channels: The PagerDuty bot (@PagerDuty) must be a member of a private channel before it can be connected. Invite the bot to the channel and try again.
• Pending admin approval: If your Slack workspace requires admin approval for app changes, new connections cannot be created until a Slack admin approves the request. See Approve App Update.