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Mohan MallapuNew Member

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How to Sync PagerDuty Incident Notes to ServiceNow Additional Comments Instead of Work Notes

Hi everyone,We’ve installed the PagerDuty Platform for Real-Time Operations in our ServiceNow sandbox (v8+), and the integration is working smoothly — incident notes from PagerDuty are currently updating in the Work Notes section of the linked ServiceNow incident.However, our new requirement is to have these notes update the Additional Comments field instead, so that they're visible to requesters and not just internal users.We've reviewed that the annotate webhook event triggers the sync, and it appears to append notes with a suffix like (PagerDuty: USERNAME on TIMESTAMP) into work notes.Can anyone guide us on: Where we can modify this field mapping — script include, transform map, or scripted REST API? Best practices for safely updating comments instead of work_notes without breaking audit trail or notifications? Any potential caveats or known issues when making this switch? Appreciate any guidance or examples you can share!Thanks, Mohan

jlarrimoreNew Member

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GET incidents based on update_at timestamp

Hey all, I’m utilizing the /incidents API to fetch all incidents for an internal report. From what I can tell the since/until date parameter is filtering based on the created_at date. Does anyone know if there is a way to filter based on the updated_at field? I’d like to incrementally load a warehouse with the incidents from this API, but you can’t really do that if you can only filter by the created_at date.

xamiciCommunity Manager

🤖 All Agents in Early Access - Apply Now!

All new PagerDuty’s AI Agents are in Early Access: Shift Agent, SRE Agent, Insights Agent and Scribe Agent!Are you ready to bring AI-powered incident response to where your teams work? If you're selected for our Early Access program, you can get your hands on some of our latest and forthcoming innovations—and your feedback will help us deliver a better, more valuable product experience to all our users.Apply now for the chance to access and help us build the PagerDuty you want to use.Watch a sneak peek of our Product Managers showcasing how these AI agents can transform your incident management workflow by:🌟 Eliminating manual steps🌟 Providing data-driven recommendations based on past incidents🌟 Delivering proactive metrics🌟 Streamlining documentation processes Catch the full webinar on-demandShift Agent: Ask the agent about your on-call schedules and upcoming shifts, automatically detect conflicts with your PTO, and find available team members to cover for you Scribe Agent: Autom

xamiciCommunity Manager

📢 What's New: Platform Release Notes, July 2025 📗

🚀 Check what’s new in PagerDuty and come back to let us know!

MadMaxNew Member

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Webhook to PagerDuty from SQL Server

Goal: Replacement of SMTP messaging (DBMAIL) with webhooksIs it possible to send an alert from SQL Server to PagerDuty without using CLR?

davehNew Member

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Webhook to Google Apps Script

Trying to use a Generic Webhook v3 to post to a Google Apps Script. Ideally Script will receive PagerDuty alert and insert into a Sheet for reporting purposes. Due to none of that working, for now the script has been simplified to just log that it has been triggered. This works fine from something like Postman but radio silence when hooked up to PagerDuty. I haven’t had any luck getting logs from Google Apps Script so wondering if there are any logs on PD side for failed webhooks?Failing that has anyone successfully connect PD Generic Webhook → Apps Script? Seems plausible but maybe I’m missing something.

tlangelaarNew Member

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Remove type, service and urgency from PD Slack integration

The way that we're currently using PagerDuty means that some fields do not add value in Slack messages generated by the Slack Integration of PagerDuty.But those do distract and take up unneeded space. I'm therefore looking for a way to remove the Type, Service and Urgency from those Slack posts. And when possible, also change the wrapping (take more of the available width in Slack) of the incident title. What are my options to achieve this?One way I could tailor the content, is to start using incident workflows. But that way, I don't have ways to update such Slack posts when the incident status is updated. Nor am I able to add the Acknowledge/Resolve buttons to those posts.And the Slack Integration is marked as Legacy in PagerDuty, what's then the non-legacy method to integrate with Slack?

xamiciCommunity Manager

Canada | Meetups

PagerDuty 1st User Group Montreal @ CGI - Summer Edition

What a fun evening at CGI Innovation Center Montreal for operations resilience enthusiasts! Our host Joe Calçada (Customer Success Architect, PagerDuty) kicked things off with a warm welcome and an overview of the PagerDuty User Groups, setting the tone for a day of learning, sharing, and community building.Mathieu St-Gelais (Director - Network Managed Services, Bell) took the stage to share what it’s really like to manage communications during an outage. Drawing from his own experiences, Mathieu described the chaos, the pressure, and—most importantly—the lessons learned. He explained how Bell leverages PagerDuty to keep teams aligned and stakeholders in the loop, even when things get tough.The final chapter of the evening belonged to Anojan Gunasekaran (Senior Product Manager, PagerDuty), who spoke about how continuous learning after incidents can transform a team’s culture and resilience.The inaugural Montreal PagerDuty User Group had set the stage for many more success stories to co

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Is the Events API V2 payload timestamp ignored?

Hi all,I'm in the process of testing out the Events API V2 integration with my PagerDuty instance, and am having trouble making use of the `payload.timestamp` field of the Alert Event endpoint.Specifically, when I am including the `timestamp` field in the request, I can't find it reflected anywhere in the alert that is created in PagerDuty. For example, I used a simplified version of the example payload given on the documentation page for sending an alert (https://developer.pagerduty.com/docs/send-alert-event):```{ "payload": { "summary": "Example alert on host1.example.com", "timestamp": "2015-07-17T08:42:58.315+0000", "source": "monitoringtool:cloudvendor:central-region-dc-01:852559987:cluster/api-stats-prod-003", "severity": "info", "component": "postgres", "group": "prod-datapipe", "class": "deploy", "custom_details": { "ping time": "1500ms", "load avg": 0.75 } }, "routing_key": "samplekeyhere", "dedup_key": "samplekeyhere", "event_action":

xamiciCommunity Manager

🎧 New Episode: The Interest Is Compounding: All About Tech Deb

Today’s episode is about technical debt, not as a cautionary tale, but as a lens. We take a closer look at where debt comes from, how it quietly rewires teams, and why paying it off is rarely just a matter of “cleaning up code.” Along the way, we’ll examine two real-world stories: one where unaddressed debt led to a $440 million disaster, and another where a company used an infrastructure overhaul to rebuild architectural trust. This is about more than code. It’s about momentum, memory, and the systems we inherit. 🎧 Listen on Page it to the Limit or in your favorite podcast app: Spotify | Apple | Pocket Casts 🎧Page It to the Limit is a podcast that focuses on what it means to operate software in production. Hosted by the PagerDuty Developer Relations Team, we cover the leading practices used in the software industry to improve both system reliability and the lives of the people responsible for supporting it.

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Mohan MallapuNew Member

Ask a product question

How to Sync PagerDuty Incident Notes to ServiceNow Additional Comments Instead of Work Notes

Hi everyone,We’ve installed the PagerDuty Platform for Real-Time Operations in our ServiceNow sandbox (v8+), and the integration is working smoothly — incident notes from PagerDuty are currently updating in the Work Notes section of the linked ServiceNow incident.However, our new requirement is to have these notes update the Additional Comments field instead, so that they're visible to requesters and not just internal users.We've reviewed that the annotate webhook event triggers the sync, and it appears to append notes with a suffix like (PagerDuty: USERNAME on TIMESTAMP) into work notes.Can anyone guide us on: Where we can modify this field mapping — script include, transform map, or scripted REST API? Best practices for safely updating comments instead of work_notes without breaking audit trail or notifications? Any potential caveats or known issues when making this switch? Appreciate any guidance or examples you can share!Thanks, Mohan

jlarrimoreNew Member

Ask a product question

GET incidents based on update_at timestamp

Hey all, I’m utilizing the /incidents API to fetch all incidents for an internal report. From what I can tell the since/until date parameter is filtering based on the created_at date. Does anyone know if there is a way to filter based on the updated_at field? I’d like to incrementally load a warehouse with the incidents from this API, but you can’t really do that if you can only filter by the created_at date.

Demitri MorganDutonian

New python-pagerduty release: 2.0.0

Our open-source API client for Python has now been refactored from a monolithic one-file module into a multi-file module. This change is being made to fulfill a need for long-term maintainability and improved readability. This new release does not add new features, but aims to make contribution of new features far easier going forward, most notably enabling us to add a py.typed file to enable using typehints in projects (issue #26). More about this release:https://github.com/PagerDuty/python-pagerduty/releases/tag/v2.0.0https://pagerduty.github.io/python-pagerduty/changelog.html

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