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We have our ServiceNow integration running, every now and then some incidents does not trigger PagerDuty and we get the following error in ServiceNow PagerDuty REST failed to trigger an incident: Requester User Not FoundIs there a configuration to allow servicenow users who do not have a pagerduty account to still trigger a pagerduty incident ? Research on articles is pointing me to have it set to Default User within ServiceNow so its not provisioning or require a PagerDuty account to trigger an incident

I’m not finding an answer in the knowledge base, so posting here: On a Service, if I populate a link to a Confluence page runbook in the “Documentation Link” field, how exactly does that show up for responders on an Incident? I can’t see a placeholder or field on the Incident layout. The Knowledge Base states that “Once configured, responders can view the documentation link in the same section on a service's details page under Settings  Remediate.”Does this mean that the link won’t show on an incident for that service? 

We are monitoring network equipment and have 4 tunnels running over the same physical interface.  If there is a break in the connectivity at the carrier end that DOES NOT affect the local physical interface, all tunnels will fail.  This is an indication that the WAN circuit has failed.  PD sends 4 alerts for 4 tunnels with the same description EXCEPT the beginning which will be unique:Tunnel1 circuit1 Tunnel2 circuit1 Tunnel3 circuit1 Tunnel4 circuit1We have over 1000 of these circuits with 4 tunnels over each so doing this manually for each circuit would be a non starter.  My thought was that I could use a regex as a de-duplication key to get rid of the first word using ^\S+\s+(.*) and replace it with {{1}}. This way the above 4 alerts would all become “circuit1” for de-dup and the additional alerts would be suppressed.I can’t figure out where I would do this.  Is this something that I would need AiOps for?  Since we only monitor routers and switches, I can’t figure out what else I wo

Hi All! Just had LCR added to my account and set up a number. Upon testing, I’m a bit disappointed so far for the following reasons: The voicemail does not come through on the initial call to the person on call. It would be preferable for the user’s voice message to play directly when acknowedging an incident. The voicemail isn’t super obvious on the incident. It’s a little hyperlink at the bottom and opens in a separate window just to click the little play button. The smartphone app seems completely useless for this feature. It shows the same hyperlink, but will not work unless you are actively logged into PagerDuty via your phone’s web browser. Is this just how it is for LCR right now? Please tell me I’m missing something, because I’m extremely disappointed given the price that LCR costs.

I’m working on designing an Enterprise-level incident response and management system for our client using PagerDuty. We’ll be using the Enterprise edition and would like to understand the implications if PagerDuty were to go down. I know that PagerDuty is a SaaS service with a 99.99% uptime guarantee. In a worst-case scenario, for instance, if AWS were to experience a downtime, would PagerDuty also be affected? I need to design an alternative solution for this scenario as well. Additionally, I’m curious about how to determine which escalation actions were taken and which were not. Anyone has some thoughts? If you have worked on similar scenario, how did you approach that?

Hi,We just upgraded to PagerDuty 5.20. Since then, apparently, our IDS consider the new GenAI plugin as "malicious" and blocks its download.https://rundeckpro.tld/assets/pro/ui-components/GenAi.umd.min-85142c85b32d5e5ead5945256e58c753.js fails at 2.7MB (connection reset)Is there a way in the configuration files to completely disable this plugin, which we do not use ? It does not appear in the system (gear) menu as indicated in the docThis plugin does not neither appear in the plugin managerWith this problem, the UI takes dozens of minutes to loadRegards,Xavier

I'm trying to setup integrations in PD that will look at specific criteria and alert the service specified, while also having an existing integration alert on everything else - and it seems I can't have 2 different services for 2 different integrations with the same JQL Criteria.  For my team, we are instituting a “Functional Incident Manager”  who will respond to incidents only if the ticket is assigned to their team and the status is one that requires action.  For all other tickets, I want an integration to page a general “catch all” type of integration.  If I have the FIM Integrations active, and I have one for the catch all - with JQL I can add in the catch all integration to omit those in the FIM Integrations.  But - I can’t have it page the catch all.  It’s like I need to pick either the FIM integrations or the catch all integrations - I can’t have both. Has anyone else run into this scenario?  I’ve worked with my Atlassian admin, and the JQL and mapping are correct.

Nice to meet you, I’m a beginner in pagerduty…I want to Integrate my Arduino/raspberry pi with pagerduty… How to write the syntax/code should i use for Integration for both Arduino/raspberry pi?.

At our organization we generate PagerDuty incidents by using email alerts.The emails are sent to service integrations. Each service has an individual email. So even without Global Orchestration, we can process the emails into useful incidents using the Service Orchestrations. We aren’t licensed for AIOPs, so we can’t currently use Global Orchestrations.A typical email might from our SCOM monitoring and have a subject line something like  “ SCOM: Health Service Heartbeat Failure Resolution State: New” or from one of our storage systems like “Storage D1A: Warning filesystem <filesystem> at 80%”.This email is sent to our PagerDuty integration email and processed using the Service Orchestration rules. For repeated alerts, we can set a custom dedup_key such as the server name or filesystem name. If the dedup_key matches on subsequent alerts, then PagerDuty appends the new alert to the old ticket.In addition, the dedup_key allows us to close incidents indirectly by using an event rule:

Hi, first time poster. We really love our PagerDuty slack integration, and it’s been providing us excellent response times and clarity for our on-call rotation.We emphasize clarity of alert names, priority levels, affected services, and incident urgency in all of our alerts. We were surprised yesterday when all of a sudden, all of our alerts had emojis attached to them. This has made our experience very confusing and cluttered, and we’d like the ability to turn this off. Is this possible, and if not, is it possible to remove these entirely?

Hello!Today we have one person on call from our department to handle incidents. We share this schedule amung us and we try to resolve incidents at our best abilities. That is ok.But during the work hours we would like the incident to go to the subject matter experts directly.I manage to get this to work by creating escalation policy and schedule for each subject, and restricting the schedule for work hours only, and duty watch as level 2 on the escalation policy.But this means that everyone gets a on call and off call alert every day. This is annoying. Each user can disable this I believe, but it is useful for the duty watch schedule.Any suggestions? :)

PagerDuty Incident Workflows, the built-in Delay action requires the duration to be specified in the format of XXd XXh XXm, with a minimum delay of 5 minutes, Can we please update this and allow Delay in Sec? with minimum 5Sec? 

PagerDuty’s Slack integration turns on “Chat message ingestion” and “Privatechannel ingestion” by default so that it can suck up as much info as possible from Slack chats, even though it’s totally unrelated to the integration itself. The only way it allows to turn these off is to email support@pagerduty. However, I sent them emails 6 and 8 days ago, and still no response. Is there any way to get support to do anything? Or should I just assume that they won’t?

We get a published rotation of people covering the next 30 days from an outside vendor so the schedule changes every month. I don’t see an end date for a layer. - like starts Monday 3/16 and ends Friday 3/20. Right now the schedule just repeats ad nauseam even though we don’t have the schedule for April yet. Our old paging system allowed Start On and End On dates. Does PagerDuty have that mechanism?

Created our first Custom Field on a Service, a single select list to identify the Engineering Team responsible for that Service. I was hoping that we could set it up in a way so that when a responder receives an alert for a new Incident, since each Incident is paired with the appropriate Service, we could also display that Engineering Team custom field on the Service, at the Incident level. However, in reality it appears that the Custom Field on the Incident is not related in any way to Custom Fields on the Service.  Is it possible for me to display custom fields asociate with a Service, on incidents related to that service, so that on-call responders can see that info and I don’t have to manager an entirely separate custom field at the Incident level? Thanks! 

Based on the Pagerduty documentation, it seems like “description” field is no longer supported and only the “title” can be retrieved via webhook. These two fields are very different, as one is a quick summary and the other provides scope and context necessary to understand an incident. Is there a workaround to retrieve the description field via webhook? This is normally where we would put a paragraph of additional critical context as such as the Slack thread of a user-reported issue, details about the scope of the issue, etc. Does anyone have any advice on what to do?

Hi team,I’d like to request an enhancement to the List Services API (GET /services) that would make it possible to return custom field values directly within the service objects, without needing additional calls to the Service Custom Fields API.Current ChallengeToday, if you want to retrieve custom field values for all services in your PagerDuty account, you must:Call the List Services API to get the list of services Loop through every service ID Make separate API calls to fetch custom field values per serviceFor accounts with a large number of services, this results in significant numbers of API calls, higher latency, and increased complexity in automation and reporting workflows.Proposed SolutionProvide an optional query parameter (e.g., include[]=custom_fields) to allow the List Services API to return each service along with its custom field values in a single response, similar to how other PD APIs support the include[] pattern for expandable fields.BenefitsReduced API call volume B

The new Slack integration update now @mentions the assigned user directly in the incident message posted to Slack channels. While this is great for high urgency incidents where immediate attention is needed, it's disruptive for low urgency incidents.Our team uses separate Slack channels and PagerDuty services for high vs low urgency alerts. Low urgency alerts have long SLAs and are triaged on a best-effort basis during business hours. Getting repeatedly @mentioned in Slack for these creates unnecessary noise and distractions throughout the day.Is there a way to control this behavior that I'm missing? Ideally something like:A per-service setting to enable/disable user tagging in Slack messages A per-urgency setting (e.g. only tag for high urgency)If not, would love to see this added as a configuration option. Currently there's no way to suppress the @mention without either muting the channel entirely or removing the native Slack integration, both of which lose visibility into the alerts

Hi folks, if a Responder who was previously deemed not needed for an Active Incident is now needed to be re-engaged, how do you accomplish this?

PagerDuty has an option to “Send a Webhook POST” in an incident workflow. I’m trying to set an automation incident workflow based on a specific custom incident type. My final step is to include the resolution note, but I’m not seeing a way to do this. It sounds like something any average user/customer would want to hear about (e.g. I want to know what the resolution was to the incident), but why is it not available as a field? Or does anyone have a workaround on how to capture it?In the body of this text field, it shows a bunch of incident-related options, including “resolveReason” which to a regular human seems like it would be the same thing as “resolutionNote” but it’s not. It seems to only be used to determine whether it was a merged incident or not. Is anyone in the same situation? I can’t be the only one who wants to query the resolution of an incident so we can send communications around it. This seems like a severe product gap that I’m surprised hasn’t been addressed. I know Pa

Hi!I have setup the Bitbucket integration on one of my services follwing this guide: https://support.pagerduty.com/main/docs/bitbucketHowever no incidents get created ever. Is there anything i have to consider that is not mentioned inside this guide ?Could it fail because Basic Service Event Rules is not activated ? Do i have to configure anything inside the event orchestration rules ?  I literally just did what the guide said..On build updates the webhook is received by pagerduty with HTTP status 202.I also get an event id on response:  The builds i am testing are FAILING builds…Any ideas ?Is the integration deprecated ?

My organization just recently got a subscription for PagerDuty at the Pro plan level. This has been an uphill battle for me for almost 7 years now to get this as my current leadership believes all alerts and notifications should be via email and should always hit everyone all at once.I came from an organization that used XMatters, so my experience with targeted alerting and triage is there, but it’s not far different in philosophy than PagerDuty. My argument is that we should only be alerting on critical items, and it should be using a workflow and start at the lowest level for triage then escalate as needed after triage. Instead of everyone getting an email all the time, proper incident management should be done where a ticket is also generated in our ITSM tool, then appropriate communications from the ticket go out at regular intervals to stakeholders. One of the arguments I often get is “We’re a small company”, which I disagree with, we solidly fall into the mid-size enterprise, but

Issue Summary:We're experiencing a problem where ServiceNow incidents triggered by Solarwinds alerts are not creating corresponding incidents in PagerDuty, even though they meet the priority criteria (P1–P3).Context: Solarwinds is our alerting tool, integrated with ServiceNow (Yokohama, PD Spoke 1.4.0, PD 8.2.0). ServiceNow is configured to forward P1–P3 incidents to PagerDuty. We're using assignment group services only in PagerDuty (no business/technical services). This issue began after integrating Solarwinds through ServiceNow Event Management. What we've observed: Some PagerDuty webhooks become disabled intermittently, though health checks often return normal. The issue is inconsistent—not all Solarwinds-triggered SNOW incidents fail to generate PD incidents. We suspect a possible problem with the PD Spoke workflow or webhook handling, but haven't confirmed. If anyone has run into a similar issue or has suggestions on what to check next, I’d greatly appreciate your insigh

I have a Pager Duty incident alert rule which is:A valid Service Offering (in ServiceNow) A valid Assignment Group  (in ServiceNow) A P1 or P2 incidentI have had two incidents in the past few weeks where the integration failed with the error:  Error: "triggerIncident response status:400, error:Incident could not be assigned error: undefined". Some incidents in between have created the alert from Service Now to Pager Duty and the Incident Rule ran fine, this morning I had another one.  I would like to understand why this is an intermittant issue before it becomes widespread.Pager Duty has been configured out of the box, no customisations, the same for Service Now and imported the Services, Assignment Groups and users the recommend way (from Service Now via the API/integration).

I have a Pager duty system in which i can add up to 3 phone numbers to get notify about an alert.Now my question, is there any possibility to add n number of phone numbers..?