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.

PagerDuty Advance Assistant Feature Required

• advance [QUESTION]: In a channel, interact with the PagerDuty Advance Assistant by asking questions to receive wider context, potential root causes and on-call information.

Incident Actions

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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
• Create Chat
• New Status Update
• Select ... to access:
  • Add Responders
  • Escalate
  • Change Priority
  • Reassign
  • Run Action
  • Run a Workflow

All incident actions performed in Microsoft Teams will update the incident in PagerDuty.

Create Microsoft Teams Meetings

Users can create Microsoft Teams Meetings that will be assigned as an incident-specific Conference Bridge in PagerDuty incidents.

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:

1. After an incident notification posts in a Microsoft Teams channel, click Create Meeting from the incident actions:

2. 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.
3. 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:

Join and Use a Microsoft Teams Meeting Conference Bridge

1. To join a Microsoft Teams Meeting Conference Bridge, click Join Meeting on the incident notification:

2. 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:

1. In the PagerDuty web app, navigate to an incident’s details page.
2. 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.

Create Microsoft Teams Dedicated Chats

Users can add a Microsoft Teams dedicated chat to an incident. This will automatically add responders to the chat. The incident chat will also include an incident notification card with real-time incident updates and incident action buttons.

There are two ways to create Microsoft Teams dedicated chats:

• Create a dedicated chat from Microsoft Teams
• Create a dedicated chat through Incident Workflows

Create a Dedicated Chat from Microsoft Teams

1. After an incident notification posts in a Microsoft Teams channel, click Create Chat from the incident actions:

   

2. After the dedicated chat is created, you will see the dedicated chat’s link populated on the incident as a new note.

Join a Microsoft Teams Dedicated Chat

1. To join a Microsoft Teams dedicated chat, click Join Chat on the incident notification card:

   

Create a Dedicated Chat through Incident Workflows

Users can create an incident’s dedicated chat via Incident Workflows. Please read our Create a Dedicated Chat in Microsoft Teams workflow action article for more information.

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.

To view individual cases:

1. To the right of the application you would like to view, click [#] Cases.
2. 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.

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: