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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? :)

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?

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[]=

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 integra

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 se

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:

HiI tried to use the PD MCP in VSCODE for auto create Schedule Overides but I’m always getting the error: “Sorry, no response was returned.” My MCP config is below:"io.github.PagerDuty/pagerduty-mcp": {"type": "stdio","command": "uvx","args": ["pagerduty-mcp==0.2.1","--enable-write-tools"], “Get” operations are working fine. My request is: schedule_id: "P76S19G"override_request: {  "start": "2026-02-08T18:00:00+02:00",  "end": "2026-02-09T08:00:00+02:00",  "user": {    "id": "PNBBMSL",    "type": "user_reference"  },  "time_zone": "Asia/Jerusalem"} will appreciate any help here

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 enterp

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 fai

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..?

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.

Apart from alerts, all notifications I received from Pageduty is showing redirect urls as it is not like embedded in the anchor word. Simple words it is not HTML card, just plain text.Does anyone faced this?

Using the out of the box Service Now configuration for incident status types, I’d like to know if we can update Pager Duty to have the additional status types (e.g.):On Hold Cancelled

We have one of our Private External StatusPages no longer sending notification emails.  All other pages are sending the notifications without issue.  The email address that sends the notifications is the same for all pages and is not blocked by our domain server.I have reduced the number of subscribers from 259 down to 3, in increments, checking each time if emails were being sent.  No emails have been sent out.  The confirmation of subscription emails when you add a subscriber are going out for the page though. It was working ok up to 1st December.  Has anyone else had this issue?

We are using the connections configuration for the slack integration  so that incidents get a separate thread in a given channel for a given service.Using the pagerduty api and the slack integration,  I am trying to determine which slack thread a given incident is being tracked in.   I looked at notification channels, but when I query the API get no data back for an incident that should have a thread.   I also looked at dedicated channels, but we are not using dedicated channels in the configuration, so I figured that was not the right place either.If you have done this before or can point me in the right direction. your help would be appreciated

I have set up my phone and sms, verified them, and sent myself test messages. However, the Onboarding banner still wants me to do this. I have set it up, verified, sent tests, sent tests, and sent tests. But, it doesn’t help.Then, I deleted them, re-added them (phone and sms), verified them, tested them. The tests come through, but the onboarding wizard still says I need to “receive a test notification”. It is the only item left in the onboarding list. Help! How do I get the onboarding wizard to go away?

Hello I was wondering what is the data retention policy for the alert as how long alerts/incidents data is kept in the pagerduty. I couldnt find any settings/config for that or any documentation.  Mehran 

I’m noticing a recent change in the mobile app where resolving an incident via swipe now requires an extra confirmation tap. Previously, a single swipe action would immediately resolve the incident with no additional interaction.This new flow adds extra time, especially when handling multiple low-severity or routine incidents. What used to be a quick one-gesture action is now a two-step process, effectively doubling the time required to resolve each incident.Is there a setting, or a way to revert to the previous workflow? I’ve disabled any requirement for resolution notes in the confirmation screen but it still requires that secondary workflow.