How can I suppress low-severity pages outside of support hours?

#1

Here’s what I want to accomplish:

  • Our team operates from 9am-5pm
  • When low-severity incidents occur, the team oncall should only be paged between 9am-5pm
  • When high-severity incidents occur, the team oncall should always be paged immediately

I have read the following material, but unless I misunderstand the features, it doesn’t seem like this is supported:

Dynamic notifications allow users to categorize low vs high urgency alerts, and support hours simply change all low-urgency pages to high and vice versa (at the boundary times). I can’t find anything in the documentation that allows a user to ONLY suppress low-severity alerts outside of supported hours.

Am I mistaken?

#2

Hi Nicholas, happy to have you in our PagerDuty Community!

You can create a rule so that low severity alerts are not triggered outside support hours, following the steps described in the section Create Event Rules.

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#3

Hi Xenda,

I realize I may have neglected an important requirement. We want low-urgency incidents to page us at the start of the next business/support hours. I have read through the Create Event Rules documentation, and I am pretty sure that what I’m requesting is not supported. Event Rules allow you to perform the following actions:

  • create incident immediately
  • create incident but pause notifications for a fixed time
  • suppress incident unless triggered X times (where X is configurable)

The latter two options do not support what I’m trying to achieve. While I can use the first option and create the incident with an alert severity of info/warning, and use Dyamic Notifications, that would still not trigger these low-urgency incidents to flip to high-urgency at the start of the next support hours.

Is there a way to do so? In a sense, I need a combination of Dynamic Notifications outside of support hours and default notifications within support hours. I just don’t see that as an option.

#4

Hello Nicholas,

Thanks for sharing more details.

I’ve done some research and it looks like the feature you’re interested in hasn’t been implemented yet. I noticed that some other users made a similar request, so I added your feedback to the thread https://pagerduty.uservoice.com/forums/935310-incident-response-services/suggestions/42886914-customer-would-like-the-ability-to-raise-urgency-o so that Support and Product teams can be notified.

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#5

Thanks Xenda,

I appreciate the support. I’m glad to see that the feature request has already been made and that this contributes as another data point for its value.

As a newer user of pagerduty, I’m quite surprised to hear that this is not already supported. Being able to delay a subset of pages until support hours has been a standard use case in all teams I’ve operated on before using pagerduty.

Thanks again!

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