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 PagerDuty has been trying push us toward the “stakeholder” business model to send notifications, but this isn’t practical for most companies. It might make sense for product managers or support operations staff who work alongside engineers, but non-technical senior department and business leaders are not wasting their time logging into ANOTHER platform just to see an update. They want a quick summary over email or Slack, they want to know if it impacts them, and they want to move on — they don’t need to be bothered with the details.
If there isn’t a workaround, what is the process of submitting a feature request? And how can we monitor this request to track when this feature be available? This is an important feature that will allow to be more transparent about the issues we are working on and resolving across our company.
