Hi ​@arijitnaha, 

Currently, PagerDuty doesn’t support direct customization of the SMS alert body due to SMS length limits and system design. However, you can make your SMS alerts more meaningful by customizing the incident title and summary, since these fields are included in the SMS.

Here’s how you can do it:

• Adjust your monitoring tool or integration to send the most important info in the incident title.
• Use PagerDuty’s event rules to parse incoming alerts and set a descriptive incident title.

For more details, check out PagerDuty’s event orchestration docs and event orchestration examples.

Hope this helps! Let me know if you have more questions.

Hi,

Could you please provide any demo screenshot how it should be done in pagerduty. From Monitoring tool we are sending the alert details in it’s subject. But, I am not getting the option in pagerduty to pull that subject from email to send via SMS. 

Hi ​@arijitnaha,

Here’s a step-by-step guide on how to map the email subject to incident title using PagerDuty Event Orchestration:

1. Go to Your Service’s Settings

• In PagerDuty, click Services in the top menu.
• Select Service Directory.
• Click on the name of the service that receives your email alerts.

2. Open Event Orchestration (or Event Orchestration Rules)

• Go to the Settings tab for your service.
• Scroll down to Event Management.
• Click Service Orchestration Rules (or Event Orchestration Rules).

3. Create a New Rule

• Click + New Rule.
• Choose to create a rule for Email events.

4. Set the Condition to Match Incoming Emails

• For the condition, set it to match all emails, or add specifics if you only want certain emails to trigger this rule.
• Example:
  • Field: event.custom_details.subject
  • Operator: matches part
  • Value: (leave blank to match all, or specify a keyword)

5. Set the Incident Title Using the Email Subject

• In the Actions section, look for the option to Set Incident Title.
• Use the variable for the email subject:
  • Enter: {{event.custom_details.subject}}
• This tells PagerDuty to use the email’s subject line as the incident title.

6. Save the Rule

• Click Save to activate your rule.

Please let me know if you’re able to get this up and running. If you’re still struggling I recommend reaching out to PagerDuty Support, as they’ll be able to look into your account and help set up.

Have a nice day!

This is great. Thank you.

Above steps is only applicable if I am using global orchestration or it is also applicable if I am just using the service level email integration? 

What about if I want to pull some data from alert email body to send over SMS? How do I do that? 

Hi ​@arijitnaha,

Happy to help! Regarding your questions here’s a breakdown of how they work in PagerDuty:

1. Service-level vs. Global Orchestration:
The steps above work for both global orchestration and service-level orchestration. If you’re using a service-level email integration (the classic way of sending emails directly to a service), you can still use Service Orchestration Rules to extract fields like the subject or parts of the email body and set them as the incident title.

2. Pulling Data from the Email Body:
You can extract information from the email body by referencing the correct variable in your orchestration rule. For emails, the body is usually available as event.custom_details.plain_body.

Please let me know if you succeed setting this up, and have a nice day!