We’ve heard it time and again: Digital transformation is happening across all industries and business is booming. Decades-old companies are migrating to the cloud, deploying...by Joseph Mandros
March 22, 2019
Our newest feature, Email Parsing, enables you to automatically resolve incidents from your email integrations. With this feature, you can now automatically resolve email incidents, and you can add custom text from the emails into the incident. This helps keep everybody in the loop when your systems recover, as well as improves the accuracy of resolution time reporting.
To automatically resolve email incidents, you’ll want to set up your monitoring service to send an email at the onset of an incident (Trigger Emails) as well as when the system returns to normal (Recovery Emails). These two sets of emails are linked by an Incident Key, a unique identifier shared between these two emails– often the name of the host, server, or application experiencing the problem.
To parse emails, you need to add rules that tell PagerDuty whether an email is a trigger or a recovery email, as well as where to find the incident key to match them up. You can find an in-depth guide on doing this here.
With email parsing, you can also add custom fields to an incident and update them throughout the lifecycle of the incident. These fields will appear in the incident details table, and are a great way to get useful information out of the email and displayed front-and-center for responders.