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Remove type, service and urgency from PD Slack integration

  • July 22, 2025
  • 6 replies
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T
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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?

Best answer by lupimiguel

Hi ​@tlangelaar,

Right now, the default PagerDuty Slack integration doesn’t let you hide specific fields like Type, Service, or Urgency from incident notifications. The message format is mostly fixed, and there aren’t settings to customize which fields show up.

You’re right that incident workflows can send custom messages to Slack, which gives you more control over the content. The tradeoff is that those messages are static, so they won’t update if the incident status changes, and you lose the interactive Acknowledge/Resolve buttons.

The “Legacy” label means PagerDuty is moving away from the old Slack integration. The recommended approach is to use the new “PagerDuty for Slack” app from the Slack App Directory. However, even with the new integration, field-level customization isn’t available yet.

If you need total control, you could build a custom integration using PagerDuty webhooks and a Slack bot, but that does require some engineering work.

As for the message width, unfortunately, Slack controls how messages are displayed, so there’s no way to make the incident title use more of the available width.

If this is something your team really needs, I’d recommend submitting a feature request to PagerDuty through the support page, or directly through your account manager. You can link this conversation as a reference.

Please let me know if I can help with anything else, and have a nice day!

6 replies

lupimiguel
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  • lupimiguel
  • Community Manager
  • Answer
  • July 22, 2025

Hi ​@tlangelaar,

Right now, the default PagerDuty Slack integration doesn’t let you hide specific fields like Type, Service, or Urgency from incident notifications. The message format is mostly fixed, and there aren’t settings to customize which fields show up.

You’re right that incident workflows can send custom messages to Slack, which gives you more control over the content. The tradeoff is that those messages are static, so they won’t update if the incident status changes, and you lose the interactive Acknowledge/Resolve buttons.

The “Legacy” label means PagerDuty is moving away from the old Slack integration. The recommended approach is to use the new “PagerDuty for Slack” app from the Slack App Directory. However, even with the new integration, field-level customization isn’t available yet.

If you need total control, you could build a custom integration using PagerDuty webhooks and a Slack bot, but that does require some engineering work.

As for the message width, unfortunately, Slack controls how messages are displayed, so there’s no way to make the incident title use more of the available width.

If this is something your team really needs, I’d recommend submitting a feature request to PagerDuty through the support page, or directly through your account manager. You can link this conversation as a reference.

Please let me know if I can help with anything else, and have a nice day!

T
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  • tlangelaar
  • Author
  • New Member
  • July 22, 2025

Hi ​@lupimiguel,

Thank you for your quick and elaborate response. Good to see confirmation of what I found out already. Sorry to read that the tailoring options I'm  seeking are not yet there.

I'll look into the "PagerDuty for Slack” app. Looks like you refer to slack.com/marketplace/A1FKYAUUX-pagerduty. Do you possibly know about some blog post or support page to transition from the legacy integration to the Slack app? I'll experiment with some trial accounts first, but don't want to break the flow of information for our company in the transition to this Slack app.

I'll look into submitting a feature request too.

lupimiguel
lupimiguel
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  • lupimiguel
  • Community Manager
  • July 22, 2025

Glad the info helped ​@tlangelaar! To transition from the legacy Slack integration to the new PagerDuty for Slack app, make sure to check the PagerDuty for Slack Integration Guide.

Some transition tips:

  • Set up the new integration in a test or trial Slack workspace first, as you mentioned.
  • Review your current Slack channels and notification rules to ensure a smooth cutover.
  • The new app supports interactive buttons and improved workflows, but field-level customization is still not available.
  • If you need to run both integrations in parallel for a short time, you can, but be mindful of duplicate notifications.

If you run into any issues or have questions during the migration, please let us know. We’ll be happy to help!

T
T
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  • tlangelaar
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  • July 22, 2025

Again, appreciate your swift response ​@lupimiguel !

I'm in the EU and fail to install the PagerDuty for Slack app from the link I show in my earlier message. It always result in https://slack.com/marketplace/A0238CWMJDB-pagerduty-eu being installed when following the provided procedures. And that EU one was already installed in our company's Slack as well. So, it looks like we're already on the new PagerDuty for Slack app (but I don't know how to verify that).

My reference to the legacy term, might have been a mix-up on my side while going through the various ways to connect Slack and PagerDuty.

lupimiguel
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  • lupimiguel
  • Community Manager
  • July 22, 2025

Thank you ​@tlangelaar, I’m happy to help!

You’re on the correct Slack app if you’re in the EU. The PagerDuty EU app for Slack exists to help organizations comply with European data residency and privacy requirements. 

Here’s a breakdown on why there’s a separate EU app:

  • Data Residency & Compliance: Many companies in the EU (and some global organizations) need to ensure that their data is stored and processed within the European Union to comply with regulations like GDPR. The PagerDuty EU app for Slack ensures that all data related to PagerDuty’s Slack integration is handled within the EU.

  • Regional Infrastructure: PagerDuty operates separate infrastructure for its EU customers. The EU version of the Slack app connects to PagerDuty’s EU service endpoints, keeping incident data, notifications, and integrations within the EU region.

  • Automatic Assignment: When you try to install the PagerDuty Slack app from an EU-based Slack workspace, Slack will automatically direct you to the EU version of the app (PagerDuty for Slack (EU)).

  • Feature Parity: The EU app is functionally the same as the US/global version, but it’s designed to meet the needs of our customers with strict data locality requirements.

I’ll take this chance to also share a screenshot of the list of Approved PagerDuty Apps that show up in the Slack marketplace:

Status Pages and Postmortems are standalone apps, but core apps should be PagerDuty and PagerDuty EU, which matches your setup!

Hope this helps clarify!

T
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  • tlangelaar
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  • New Member
  • July 22, 2025

Ah, good to understand the background as well. I already thought the EU one was there for this reason, but it might have been a legacy one as well. But now I know enough and can continue our PagerDuty refinement with Slack.

lupimiguel
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