Hello, I am new here and looking for some help/direction.
What: our company uses Teams and I want to give our support staff a button in our SEV-1 channel that they can push that will page out for on-call staff to attend the triage call.
Why: we are seeking a “faster than calling the support number” means to initiate incident response.for customer reported issues
Is there a simple way to achieve this?
Hi
The /pd command in your Teams channel will give you the option to trigger a new incident on a service that is connected to a particular channel. You can create a PagerDuty service specifically for Major Incidents - we actually call ours that - and connect it to the channel you want your support staff to use. Then when they /pd trigger in that channel, an incident will be created on the Major Incidents service.
On that service, you can do a few things. You can add a bunch of teams escalation policies as responders to the incident so that their current oncall will be notified when an incident is created on Major Incidents, or you can create an Incident Workflow (if that feature is part of your package) that could be accessible to any service. Either of those is fine, though having a generic All Hands On Deck workflow might be more helpful in the long run. The workflows are pretty flexible, so you can choose who to include as a responder, who to include as a stakeholder, and other actions you’d like to take.
HTH
--mandi
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