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353 Topics
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Angie Canon
posted in Ask a product question
Conditional Escalation Rules

Hello! I am new to using PagerDuty and wrapping my head around schedules and escalation policies. We are creating a primary team schedule with two layers. Layer 1 for 9:00 - 21:00 MT and Layer 2 for 21:00 - 9:00 MT. Layer 1 pages folks in the US and Layer 2 pages folks in EU. We are creating a secondary schedule for escalation when primary does not respond after 5 min. For the escalation, I want to tell PD, if person X is paged in primary, then page this specific person from secondary; but if persons A, B, C, or D are paged as primary, then page all of these 3 other people as secondary; but if persons E, F, G, etc. are paged as primary, then page one of these other people as scheduled. Is there a way to set this up or are we forced to say if primary schedule paged, then page secondary, period (i.e., no matter who on primary is paged, the escalation has to be from this one secondary schedule). I feel like what I need should be possible and I’m missing something obvious like another way

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Mr. MoiseNew Member
posted in Ask a product question
PagerDuty Integration with MS Teams

We’ve been experience issues with the PagerDuty Integration with MS Teams since Jan 17, 2023. All of the sudden the incidents stop appearing in the dedicated MS Teams channels. We can create a PagerDuty incident from the MS Team channel which will appear in PagerDuty but if an incident is trigger for any service nothing is created in the MS Teams channel. Also seen 1 out 10 incident actually come through to MS Team channel. We tried removing the PagerDuty app from the MS Teams and disconnected the channels in PagerDuty. After reauthorizing the channels and adding the PagerDuty app to the MS Teams…same results

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Dinesh
posted in Ask a product question
Linking ServiceNow Business service to with service in PagerDuty

We are trying to link ServiceNow Business Service with Service in PagerDuty and link it to escalation policy.

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Olivia Mo
posted in Ask a product question
GET /incidents/<incidentId>/notes and /incidents/<incidentId>/status_updates sometimes return response code 0

Hi, when I’m calling /notes and /status_updates most are successful but they sometimes fail and do not provide a useful error message. When it fails the response code is ‘0’ and the error message is “read ECONNRESET”. I am calling these APIs about 60 times within a minute or two. The same error occurs when I’m calling the APIs separately an hour apart. Most of the requests are successful but there’s a few calls that fails randomly with response code ‘0’. What is causing these errors?

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T Garcia
posted in Ask a product question
How to trigger the same incident more than once

Hello! I haven’t seem any posts for this but I can’t imagine I’m the only person with this requirement. Basically, one of the things we’re using PD for is to trigger on call on support when someone need help off hours. We’re integrating with Jira Cloud and this is feasible. The problem we have is that sometimes we need to request information to further troubleshoot and that is not provided immediately, for the most part. Now, our problem is that we have no way of triggering that incident again when the reply comes. Does anyone have a similar requirement and found a way to workaround it? Thank you!

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PagerDuty Community Team
PagerDuty Community TeamCommunity Manager
posted in Ask a product question
Resources: Dev To Prod with Self-Service Automation

Here are some further resources for folks looking to improve their automation experience with Rundeck and PagerDuty Automation! Rundeck Rundeck Docs Community Welcome Project (Docker-based) and the tutorial Lunch and Learn: Rundeck and Ansible Ansible Playbooks in Rundeck Intro to Building Plugins in PagerDuty Process Automation On-Prem (PagerDuty Summit 2022) Rundeck Office Hours: Creating a Custom Plugin in Rundeck This is the one with actual code! PagerDuty’s Automated Remediation Ops Guide

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PagerDuty Community Team
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Anonymous
posted in Ask a product question
Best way to escalate from one pager duty instance to another pager duty instance

Howdy! What is the best way to escalate from one pager duty instance’s escalation to an external contractors pager duty on-call rotation? Idea being that a contractor is responsible for responding to incidents and has their own escalation policies/schedules, and we just want to say the first step on the internal incident is to page the contractors on-call person.

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Mariusz Zalewski
posted in Ask a product question
Webhook about Maintenance Windows

Good day PagerDuty Community, I have a question about Webhook Configuration. I cannot find the answer in the documentation if it’s possible to be informed via webhook when the engineer scheduled a maintenance window and via webhook that the maintenance window started/ended. Is it possible? Best regards, Mariusz Zalewski

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NAGA
posted in Ask a product question
Upgrade Rundeck Community 4.9 (WinRM not Working)

Hello Since upgrade Rundeck community to v4.9 I have a problem with WinRM plugin. All Windows Servers are concerned. I have the following error: 1=Dispatch failed on 1 nodes: [xxxxxxx: Unknown: com.dtolabs.rundeck.core.CoreException Do you have an idea. Thanks in advance for your help

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Sam Williams
posted in Ask a product question
Stubbing API responses

Has anyone been successful with ways to mock or stub responses from the API for unit tests? For instance, I have some code that responds differently based on whether they are active maintenance windows or not and I’ll like to be able to test both branches.

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PagerDuty Community Team
PagerDuty Community TeamCommunity Manager
posted in Ask a product question
Version 4.9.0 is live!

Version 4.9.0 is live! This release introduces the beta for Plugin Suite Configuration, which simplifies the configuration of plugins. Read the release notes to learn more. https://docs.rundeck.com/docs/history/4_x/version-4.9.0.html

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PagerDuty Community Team
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Valentin Linares
posted in Ask a product question
Issue Add-on through PD API

Hello. I’m creating new Add-on through PD API. Work fine, and I can create some Add-on correctly. Once create an Add-on, I don’t know how I can attach a Service to the new Add-on through PD API. I’ve searched the documentation but can’t find anything about it. Can anybody help me? Thanks in advance.

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Yury Beltrikov
posted in Ask a product question
Changing user role via API

Context: I am trying to change an existing user role from ‘user’ to ‘observer’ via Update User API: https://developer.pagerduty.com/api-reference/ce6799fc6191a-update-a-user I am able to create new users with the ‘observer’ role via API but in this case I’d like to update an existing user. As the first step I get a user (and it works fine): in user.role = user. Then I change it user.role = observer and call the Update API. Expected behaviour: The role is changed to ‘observer’ and the user is returned with the new role. Witnessed behaviour: It seems the role is not changed as the user is returned with the ‘user’ role via API and shown as ‘Manager’ on the web.

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Brett
posted in Ask a product question
Nomorobo blocking call outs to land lines

I have a single report of PagerDuty callouts being blocked by nomorobo, which is a “robot smam call management tool used by a number of phone carriers.” PagerDuty may need to take action to get excluded from the nomorobo list. Has anyone else experienced this?

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kai zhang
posted in Ask a product question
How to assign the template when I call the create incident API ?

Hi team, I know you have create template API, but after I created it and then how to use this template through API call ? Because there has no template _id field exists in the Create Incident api request. So how to implement auto bind template when I call the Create Incident API ? I found the Render Template API, but it requires me to pass the incident_id , it looks a little weird. thank you !

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Chris FitchNew Member
posted in Ask a product question
Reformat date/time in Analytics export

Hi, Does anyone have a cunning method of reformatting the date/timestamps in the csv analytics report exports please? They currently come out like this… 2023-01-11T03:49:17+00:00 But we would like them to be more human readable, like this… 11-01-2023 03:49:17 We have created a macro in Excel that splits it into separate date and time columns in the format we require, but then merging the two columns just turns the contents into a number (e.g. 44937 0.159224537037037) which we then cannot convert into a meaningful date & time. Thanks Chris

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Elie Sarafian
posted in Ask a product question
Incident Deduplication

Hey Everyone! I’ve got a quick question regarding incident deduplication. I’ve set up event rules which receive events from datadog & set a dedup key in order to avoid incident duplications. In rare cases the incident should also be triggered manually. What my concern is, if an incident is triggered manually & after a while an event is sent to the rule, would I have two separate incidents? How should I avoid this? Thanks in advance!

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Jesus Alcaraz
posted in Ask a product question
Users not receiving push or text notifications.

Hello I am using live call routing, I’m receiving the call, but my users are not receiving push or text notifications. Not even an incident is created when receiving the call. Can you help me with that? thank you,

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Jason Dougherty
posted in Ask a product question
Connect and Incident to a slack channel via API?

I’m trying to connect an existing pagerduty incident to an existing slack channel via API. I know it’s easy to accomplish this via the pagerduty app dashboard using the “Set Slack Channel”, but I have a use case where I want to tie an existing slack channel to an existing incident without creating a new slack connection. Is this possible today?

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Pete
posted in Ask a product question
Remove notification on event trigger in Slack integration

Hi, Id like to setup a slack integration that only notifies the channel on escalation - is this possible? Right now it seems you can’t de-select the ‘triggered’ event

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BIARD Thierry
posted in Ask a product question
Splunk pagerduty incident find payload

Hello, I am currently using splunk for 5 years and I have a lot of alerts. We want use pagerduty. But it’s to difficult to transform actual alert splunk to create incident on pagerduty with the good service, severity or Intelligency filters. I would like add payload information in the alert part of splunk : summary severity component group I can not update the title of my alert due to the usage of the same alert for another product. Also some of my alerts are run for different teams and the alert name in splunk is not dynamic. I would like make my own summary for PagerDuty. Do you work on a solution to my problem and if not, can you give me (if exists) the link to your code “pagerDuty incident” for splunk on Git to add some fields in the alert action pagerduty ?

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Arthas
posted in Ask a product question
One service uses two policies, and certain conditions determine which policy to use when creating an event

One service uses two policies, and certain conditions determine which policy to use when creating an event，Is it possible？In some cases, such as P1, P2, P3 events, I want to use ESCALATION POLICY A, but other events use ESCALATION POLICY B (depending on the nature of the event).

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Yixuan Bo
posted in Ask a product question
Max number of integrations on a service

Hi PagerDuty, We’re looking at how to get around rate limit for an Events V2 API integration and one of the official suggestions says that we could increase the number of integrations. But is there a max number of integrations for a given service? Thanks, Yixuan

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abdul jaleef pk
posted in Ask a product question
INtegartion with solarwinds

i am using solarwinds npm evaluation with sqlexpress and trying integrate with pagerduty following this https://www.pagerduty.com/docs/guides/solarwinds-integration-guide/ but i am getting below error while importing the alert template ERROR NewAlertingService - (null) Failed to import alert from Alert+me+via+PagerDuty+when+a+node+is+down.xml! Migration message: Alert import failed with error: Account is not permitted to import SQL based Alert or Alert contains SQL variables! is there anyway to check the integration working fine or not

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BJ Taylor
posted in Ask a product question
How to use GCP "PagerDuty Sync" in Notification Channels?

In GCP monitoring -> alerting -> notifications channels, there is a “PagerDuty Sync” option. However, despite my best efforts, I haven’t been able to make it work. On the face of it, it is fairly straight forward. It only asks for 3 fields: Display Name, Subdomain, API Key. There’s even a little help pop-up that gives instructions within pagerduty to create the API Key. However, after following the instructions, no alerts ever come in. To test to make sure alerts are being generated, I used an alternate alert method, which seemed to work fine. Has anybody been able to get this to work? What am I missing? I’ve tried creating the key via pagerduty.com/api_keys which seems to be what gcp suggests. And I’ve tried making it read-only and full access. But no luck. I’ve also tried creating a key via “Events API V2” in the service-directory. Also no luck there. The eventual goal is to have GCP/Monitoring/Alerting to be able to create an Incident in PagerDuty. Any help would be appreciate

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