Ask a product question

Hi team,I'm integrating PagerDuty with ServiceNow using the V3 webhook for incident events. While handling the incident.annotated event, I noticed that the webhook payload does not include key fields like status, service_id, or escalation_policy.id.My current requirement is to prevent worknote updates in ServiceNow when a PagerDuty incident note is added — but only for one specific service.Could you please advise: Is there a way to enrich the incident.annotated payload to include service_id or escalation_policy.id? Alternatively, is there a recommended approach to identify the service from the webhook and conditionally skip worknote updates in ServiceNow? Any guidance or best practices would be greatly appreciated.

I was looking into adding custom workflow or custom incident actions to our service. - https://support.pagerduty.com/main/docs/incident-workflows- https://support.pagerduty.com/main/docs/custom-incident-actions​​What’s the best way to authenticate the URL request? Looks like Pagerduty V3 webhooks are automatically sent with a signature (e.g. X-PagerDuty-Signature). Then in our lambda, I’m able to use this handy webhookv3 client library to verify the signature. ​- https://developer.pagerduty.com/docs/webhooks-overview- https://github.com/PagerDuty/go-pagerduty/blob/main/webhookv3/webhookv3.goHowever, it doesn’t appear this header is attached to either the custom workflow nor incident action POST

 Hi,My iOS (18.6.2) iPhone 14 Pro is unable to use other built-in ringtones from the PagerDuty app (e.g., "PagerDuty Alert") when receiving High-Urgency push notifications. It always plays the default "ding ding ding"-type sound, even though I have already enabled Critical Alerts for High-Urgency notifications.

Dear PagerDuty Community,We’ve been struggling to configure our PagerDuty schedule for a team of exactly 10 developers, with two on-call shifts per workday (10 shift slots per week). This challenge was raised in the forum several years ago for 7 slots and 7 engineers, but it seems it hasn’t received enough attention from the PagerDuty team.Here’s a simplified example to illustrate the problem:Suppose, we have a team of 5 engineers - A, B, C, D, and E - and one on-call slot per workday. If we simply configure a schedule with these five engineers filling the five weekday slots, each engineer ends up with a fixed day every week (e.g., A always on Mondays, B always on Tuesdays, etc.). This is not desirable — we want the days to rotate so that A is on Monday in week one, Tuesday in week two, Wednesday in week three, and so on.The only workable solution we’ve found so far is to manually create a long, repetitive list of people, such as:ABCDE_BCDEA_CDEAB_DEABC_EABCDThis does achieve fair dist

Hello,I am trying to create an incident workflow which makes an  HTTP POST requests to en external server. I need to send the incident creation time in epoch timestamp format. It looks like {{incident.created_at}} is ISO 8601 . How can I get this timestamp? Alex

I’ve read that there’s a way to re-alert on an ack’ed alert if the alert remains unresolved after so long. How does one set this up? I cannot find anything relative to that in escalation policies.TIA,Jim

I’m a peon.  I am a sad end-user who has to go oncall every now and then.My god this thing is terrible to use!!I want to quickly put in a override because I’ll be doing some work and I’ll create alarms.  So I need to take over that time.Here’s what I’m presented with when I login.  I can go into each of those menus above, none of them are clear or related to the fact I’m oncall and want to do a thing relating to it.Finally after fiddling around I get to schedules. No, that’s useless. Can’t do an override in there (or can I...)Oh! Go to schedules and there’s a big blue “Create Override” button.  Great! I click that, fill in all the details and get a message: Get REALLY annoyed by this stage.  Fluff around, FINALLY realise I have to back to Schedules above, find the person who’ll be doing the shift I need to override, click on their name and then add it in there.I mean I got there in the end but why did I have to fight with this tool for 10 minutes to figure this out? Shouldn’t this be t

Hi folks, I recently created an Incident Workflow which triggers automatically for a service and everything is fine and working no problem.However, now, I want to add a new kind of workflow that can be triggered manually for that same service, and for some reason, searching that service always returns “No Matches Found”..Even if I enter into the workflow I that was already created a month or so ago, and “Edit” that service, I can see it populated, but let’s say I remove it and type it again, it will return “No Matches Found”.If I clone a workflow, the service is populated with no issue, but obviously I need to create a manual trigger and I still encounter the issue.It’s incredibly frustrating as this is holding up a major change to the way we handle certain incidents, so any advice on this matter would be greatly appreciated.I've already raised a support request via Chat, but no response, hence I’m here.Thanks!

Hi TeamI’d like to confirm whether there is a dedicated FedRAMP- API version available, or if it is the same API as the standard version. If there is a separate endpoint or documentation for the FedRAMP API, could you please share the link?Thank you for your help,

Hey,I want the escalation policy to be non linear.currently, level 1 can escalate to level 2 and level 2 escalate to level 3.I want level 1 to be able to select if to escalate to level 2 or 3. is it possible and how can I accomplish it?thanks.

when you go to porfile → user setting, you have the option to create API User Tokens, but I can’t use them at allI downloaded the Postman collection from this page developer.pagerduty.com/docs/rest-api-overview and entered the owner’s Token, but the response for all requests is 401 unauthorizedam I using the wrong documentation or what 

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

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

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.

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?

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":

Hihttps://diva-e.pagerduty.com/my-on-call/monthis there a way to have the week starting with monday? not only because our shifts rotate at monday but because or work week always starts at monday (in Europe).ISO-8601https://www.epochconverter.com/weeks/2025it’s exremly confusing to have my-on-call shift calender starting at sunday! IMHO everybody uses the word <weekend> in reference to saturday and sunday?! it’s named weekEND, therefore the week always starts at monday, not at sunday.greetings from Germany (U.S.E. ;)Stefan K.

Is there anyway for users to put dates of their non availability so that the scheduler doesn’t put them on for upcoming out of office dates. 

I’m trying to retrieve all the incidents for certain days. I’m using what I think is the correct syntax from the docs: curl -s --request GET "https://api.pagerduty.com/incidents?since=2025-06-29T00:00:00Z&until=2025-06-29T23:59:59Z&limit=100" \  --header 'Accept: application/json' \  --header 'Authorization: Token token=REDACT' \  --header 'Content-Type: application/json' -o /tmp/pdalerts_test.json However, the results I get only show six results when I can see many more in the Pager Duty website. Depending on the day, sometimes I get more, sometimes I get less, so I don’t believe that I’m hitting a paging limit?Anyone have a hint?

Hi,I am trying to make changes to the SMS content that we get when alert gets triggered. I am not able to see any option for that. Kindly can anyone help with the settings details? I like to have the meaningful SMS content so that I would know what is wrong.  Thanks! 

Hi,I am testing Pagerduty with SolarWinds. Now, I have used Global orchestration via Email key to send all alerts to pagerduty. Now, when any device went down and came back up those events I can see in Pagerduty  and for down it is creating the incident. But how to auto resolve that incident when Pagerduty receives the node up alert. I see pagerduty receives the node up alert but it is not auto resolving the incident. Kindly help.  Thanks! 

HI Everyone, We are currently working on enhancing our incident management automation where we can fetch more than 10000 records into our email reports via Python.Kindly suggest any option or any method for fetching more than 10000 records Thanks Kabilan

Hi everyone,I’m using PagerDuty's Intelligent Alert Grouping / Unified Alert Grouping feature to reduce noise in alert notifications. I’ve configured alerts to be sent to Slack.I understand that when the first alert in a group is triggered, it sends a Slack notification as expected.But I have a question:What happens when additional alerts are grouped into the same incident shortly after? Will Slack send another notification when a second alert is grouped under the same incident? if no then  How i will be notified on slack for other alerts from the same group?

Hello, We are currently working on enhancing our incident management automation where we are trying to fetch all the open incidents available in the service however, I could see that the api is returning only the last 30 days of open incidents. We are using the api https://api.pagerduty.com/incidents. Any suggestions how we can retrieve open incidents beyond 30 days. Thanks in advance. Regards,Jagadish

Hello folks,Is there a way to set up PagerDuty to send notifications when an alert gets resolved or auto-recovers? Thanks for any tips or guidance!Regards,Ilias