PagerDuty Operations Cloud

Hey all, I’m utilizing the /incidents API to fetch all incidents for an internal report. From what I can tell the since/until date parameter is filtering based on the created_at date. Does anyone know if there is a way to filter based on the updated_at field? I’d like to incrementally load a warehouse with the incidents from this API, but you can’t really do that if you can only filter by the created_at date.  

Hi, in the get incidents api the list of acknowledgements gets cleared after it has been resolved/triggered, why is that? Can we please preserve the list of acknowledgements, we need this data for our reporting

Hello,Am trying to setup rundeck :4.11(with customized docker image) with MySQL azure:8.0.42 as database.Am struck with the liquibase below error:Issue:“Caused by: liquibase.exception.MigrationFailedException: Migration failed for change set core/WorkflowWorkflowStepPrimaryKey.groovy::1653585641550-1::rundeckuser (generated):     Reason: liquibase.exception.DatabaseException: Incorrect table definition; there can be only one auto column and it must be defined as a key [Failed SQL: (1075) ALTER TABLE poc_rundeck.workflow_workflow_step ADD id BIGINT AUTO_INCREMENT NOT NULL PRIMARY KEY]        at liquibase.changelog.ChangeSet.execute(ChangeSet.java:696)”.  When I tried the same instance on flexible server database with MySQL:8.0.25, it is running without any error.I have done all the prerequisites mentioned in the official documentation regarding “sql_generate_invisible_primary_key > Change its value to OFF”, sql mode also off. But still getting the same error. (Using MySQL as a databa

For the past few weeks when I try to “acknowledge” an incident, it ends up snoozing it by default. I then get woken up 10 minutes later despite the acknowledgement. Very, very annoying. 

Hi PagerDuty team! 👋I'm trying to get custom details from Grafana alerts to display in our Slack notifications, but only seeing basic information.Current Setup:✅ Grafana → PagerDuty integration working (using Events API V2) ✅ PagerDuty → Slack integration connected (service: my-service-prod → channel: #team-alerts) ✅ Alerts are flowing through successfullyThe Issue: Our Grafana alerts send rich custom details to PagerDuty (verified in PagerDuty incident view):severity: "critical" namespace: "production" pod: "api-service-7d9c5-xyz" cluster: "us-west-2-prod" component: "api-service" description: "Pod is in CrashLoopBackOff state..." runbook_url: "https://wiki.internal/runbooks/..."However, in Slack we only see:🔴 Pod CrashLoopBackOff AlertService: my-service-prodUrgency: Low[Acknowledge] [Resolve]What We Need: Display the custom_details fields in Slack notifications so our on-call engineers can see critical context without clicking through to PagerDuty.What I've Tried:Configured PagerD

I am needing to create a DuPont schedule in PagerDuty and having a hard time.  Has anyone ever created a true DuPont schedule that can help?

Hi,Where I live, we use 24 hour clock, we start the week on Monday, and date format is dd.mm.yy. How do I select this in the web interface?I’m running on a EU instance, why is 12 hour format default?

I am configuring a new PD service where “Outside support hours” is set to “Dynamic notifications based on alert severity”. If severity is “high” the on-call engineer gets paged, otherwise it will be considered as low urgency. Up to this point all good. However, I want the alert to be raised to high urgency once we enter support hours. This is possible when “Outside of support hours” is set to “Low-urgency notifications, do not escalate” as there’s a check-box “Raise urgency of unacknowledged incidents to high” I can tick. Why is this checkbox not available when I select "“Dynamic notifications based on alert severity”? Let me know of an alternative approach. I wanting to avoid having to create 2 services for this.

Hi allPagerduty has been working fine for me for years, but today as I’m about to go on call, its started doing this, and then just quits.I tried reinstalling the app but it just quits with the same message even before I can loginI’ve got a stock Google Pixel 7a running Android 16Anyone know whats going on?CheersL 

I am trying to understand the best way to set this up.  I need all incoming alerts to be high priority I want any alert that comes in between 9-6 to not route to the on call tech.  anything outside of those hours will get routed with high priority so the onca tech is alerted and called. 

Hi! I was just added to my organization’s PagerDuty rotation, and after setting up the iOS app on my phone and testing out the notifications, I discovered that I cannot adjust the volume of the high-urgency notifications, which are sent as native Critical Alerts. A quick Google for “ios critical alerts volume” shows that controlling the volume of these alerts is not possible as an iPhone user, but it is possible as an app developer; this blog post shows something called “PushOver” allowing users to configure Critical Alert volume on a scale of “loud” to “deafening”. “Deafening” is how I would describe the current volume level of the high-urgency notifications, and this is just not acceptable in my situation: I’m not the only person in my building, and I can hear these notifications outside on the street, two-stories down 😅. I understand their importance, but the whole apartment building doesn’t, and I’m sure to run into problems with the neighbors if I turn these on. Can you pl

Hi team,I'm integrating PagerDuty with ServiceNow using the V3 webhook for incident events. While handling the incident.annotated event, I noticed that the webhook payload does not include key fields like status, service_id, or escalation_policy.id.My current requirement is to prevent worknote updates in ServiceNow when a PagerDuty incident note is added — but only for one specific service.Could you please advise: Is there a way to enrich the incident.annotated payload to include service_id or escalation_policy.id? Alternatively, is there a recommended approach to identify the service from the webhook and conditionally skip worknote updates in ServiceNow? Any guidance or best practices would be greatly appreciated.

I was looking into adding custom workflow or custom incident actions to our service. - https://support.pagerduty.com/main/docs/incident-workflows- https://support.pagerduty.com/main/docs/custom-incident-actions​​What’s the best way to authenticate the URL request? Looks like Pagerduty V3 webhooks are automatically sent with a signature (e.g. X-PagerDuty-Signature). Then in our lambda, I’m able to use this handy webhookv3 client library to verify the signature. ​- https://developer.pagerduty.com/docs/webhooks-overview- https://github.com/PagerDuty/go-pagerduty/blob/main/webhookv3/webhookv3.goHowever, it doesn’t appear this header is attached to either the custom workflow nor incident action POST

 Hi,My iOS (18.6.2) iPhone 14 Pro is unable to use other built-in ringtones from the PagerDuty app (e.g., "PagerDuty Alert") when receiving High-Urgency push notifications. It always plays the default "ding ding ding"-type sound, even though I have already enabled Critical Alerts for High-Urgency notifications.

Dear PagerDuty Community,We’ve been struggling to configure our PagerDuty schedule for a team of exactly 10 developers, with two on-call shifts per workday (10 shift slots per week). This challenge was raised in the forum several years ago for 7 slots and 7 engineers, but it seems it hasn’t received enough attention from the PagerDuty team.Here’s a simplified example to illustrate the problem:Suppose, we have a team of 5 engineers - A, B, C, D, and E - and one on-call slot per workday. If we simply configure a schedule with these five engineers filling the five weekday slots, each engineer ends up with a fixed day every week (e.g., A always on Mondays, B always on Tuesdays, etc.). This is not desirable — we want the days to rotate so that A is on Monday in week one, Tuesday in week two, Wednesday in week three, and so on.The only workable solution we’ve found so far is to manually create a long, repetitive list of people, such as:ABCDE_BCDEA_CDEAB_DEABC_EABCDThis does achieve fair dist

Hello,I am trying to create an incident workflow which makes an  HTTP POST requests to en external server. I need to send the incident creation time in epoch timestamp format. It looks like {{incident.created_at}} is ISO 8601 . How can I get this timestamp? Alex

I’ve read that there’s a way to re-alert on an ack’ed alert if the alert remains unresolved after so long. How does one set this up? I cannot find anything relative to that in escalation policies.TIA,Jim

I’m a peon.  I am a sad end-user who has to go oncall every now and then.My god this thing is terrible to use!!I want to quickly put in a override because I’ll be doing some work and I’ll create alarms.  So I need to take over that time.Here’s what I’m presented with when I login.  I can go into each of those menus above, none of them are clear or related to the fact I’m oncall and want to do a thing relating to it.Finally after fiddling around I get to schedules. No, that’s useless. Can’t do an override in there (or can I...)Oh! Go to schedules and there’s a big blue “Create Override” button.  Great! I click that, fill in all the details and get a message: Get REALLY annoyed by this stage.  Fluff around, FINALLY realise I have to back to Schedules above, find the person who’ll be doing the shift I need to override, click on their name and then add it in there.I mean I got there in the end but why did I have to fight with this tool for 10 minutes to figure this out? Shouldn’t this be t

Hi folks, I recently created an Incident Workflow which triggers automatically for a service and everything is fine and working no problem.However, now, I want to add a new kind of workflow that can be triggered manually for that same service, and for some reason, searching that service always returns “No Matches Found”..Even if I enter into the workflow I that was already created a month or so ago, and “Edit” that service, I can see it populated, but let’s say I remove it and type it again, it will return “No Matches Found”.If I clone a workflow, the service is populated with no issue, but obviously I need to create a manual trigger and I still encounter the issue.It’s incredibly frustrating as this is holding up a major change to the way we handle certain incidents, so any advice on this matter would be greatly appreciated.I've already raised a support request via Chat, but no response, hence I’m here.Thanks!

Hi TeamI’d like to confirm whether there is a dedicated FedRAMP- API version available, or if it is the same API as the standard version. If there is a separate endpoint or documentation for the FedRAMP API, could you please share the link?Thank you for your help,

Hey,I want the escalation policy to be non linear.currently, level 1 can escalate to level 2 and level 2 escalate to level 3.I want level 1 to be able to select if to escalate to level 2 or 3. is it possible and how can I accomplish it?thanks.

when you go to porfile → user setting, you have the option to create API User Tokens, but I can’t use them at allI downloaded the Postman collection from this page developer.pagerduty.com/docs/rest-api-overview and entered the owner’s Token, but the response for all requests is 401 unauthorizedam I using the wrong documentation or what 

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 fail to generate PD incidents. We suspect a possible problem with the PD Spoke workflow or webhook handling, but haven't confirmed. If anyone has run into a similar issue or has suggestions on what to check next, I’d greatly appreciate your insigh

Hi everyone,We’ve installed the PagerDuty Platform for Real-Time Operations in our ServiceNow sandbox (v8+), and the integration is working smoothly — incident notes from PagerDuty are currently updating in the Work Notes section of the linked ServiceNow incident.However, our new requirement is to have these notes update the Additional Comments field instead, so that they're visible to requesters and not just internal users.We've reviewed that the annotate webhook event triggers the sync, and it appears to append notes with a suffix like (PagerDuty: USERNAME on TIMESTAMP) into work notes.Can anyone guide us on: Where we can modify this field mapping — script include, transform map, or scripted REST API? Best practices for safely updating comments instead of work_notes without breaking audit trail or notifications? Any potential caveats or known issues when making this switch? Appreciate any guidance or examples you can share!Thanks, Mohan

 Goal: Replacement of SMTP messaging (DBMAIL) with webhooksIs it possible to send an alert from SQL Server to PagerDuty without using CLR?