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What’s New: Updates to Incident Response, AIOps, PagerDuty® Process Automation, and More!

by Vera Chan May 31, 2022 | 8 min read

Summit’s right around the corner (have you registered yet?) but the shipping doesn’t stop! We’re excited to announce a new set of updates and enhancements to PagerDuty’s Digital Operations Platform. Recent updates from the product team include On-Call Management, Incident Response, Process Automation, and Integrations, to PagerDuty Community & Advocacy Events. New capabilities enable users and customers to resolve incidents faster, do the following, and more:

  • Quickly and easily find what you need with the new on-call scheduling UI. Keep stakeholders informed with the necessary level of content and context within status update notification templates during Incident Response
  • Leverage new PagerDuty® Process Automation and PagerDuty® Runbook Automation plugins to empower first-responders to run automated diagnostics on AWS infrastructure and applications reducing escalations to and engagement of others
  • For AIOps, you can now Copy & Paste Rules in Event Orchestration (Available to all plans)
  • Take action on webhook Integration requirements and try out our most recently updated PagerDuty App for Splunk from our Partner Ecosystem
  • Stay in the know with Webhook V1/V2 Product Deprecations and User Administration call to actions
  • Sign up for upcoming Events view our recent Podcasts and Twitch Streams, and join members of our Community Team and Product Teams as they walk you through new products and leading practices in the software industry

Incident Response

Schedules List UI Refresh

The new visual experience on our Schedules page is now generally available on all accounts. This redesign delivers the following to our customers:

  • Enhanced search functionality
  • Toggling between all schedules and team schedules
  • Collapsing or expanding information based on the level of detail needed
  • Easier schedule comparison with time windows displayed
  • Streamlined view of on-call responders with shift times

Early access rollout to accounts is ongoing.

Learn more about Schedules

Status Update Notification Templates

Our new notification templates give you standardized and reusable formatting for status updates during incidents. You can now:

  • Easily include common incident details via a drop-down menu that populates key information
  • Add logos, hosted third-party images, and other contextual information, as needed
  • Ensure updates consistently adhere to your company’s internal communication standards

This feature has already started ramping to customers and should reach all customers by mid June.

See it in action below!

Learn more in the knowledge base or watch it in action later

New SMS Formatting Standard for Incident Notifications (including Status Updates)

We’re standardizing the way that incident notifications are formatted for SMS notifications. As of May 23rd, all SMS incident notifications (including status updates) now start with the prefix [PagerDuty]

Learn more about notifications

PagerDuty® Process Automation Software and PagerDuty® Runbook Automation

New AWS Plugins for Automated Diagnostics

Want to reduce the amount of people pulled in to troubleshoot incidents? PagerDuty® Process Automation already helps first responders fetch diagnostic data typically only retrievable by domain-experts.. Now users can get up and running with auto-diagnostics for the AWS faster  via new AWS plugins. The Amazon CloudWatch Logs Plugin retrieves diagnostic data from AWS infrastructure and applications, while the AWS Systems Manager plugin allows users to manage their global VM footprint with security best-practices.


Event Orchestration: Copy/Paste Event Rules

Ever wanted to reuse service rule configurations to avoid re-configuring rule conditions and actions from scratch? You can now simply “copy” any Service Orchestration rule and then “paste” that rule into any Service Orchestration to reuse rule conditions and actions. The best part? You can still have the ability to tweak those conditions/actions for each specific service/orchestration.

Learn more about Event Orchestration or Copying Service Rules

User Administration

Email Domain Restriction Verification – Action Required!

PagerDuty has changed the default setting for the “Email Domain Restriction” Feature in the Account Settings to be “ON” by default (the current setting is OFF). Since April 15th, this has automatically been enabled for customers and through this update, email domains will be restricted only to domains that are owned by the account. This applies only to login email addresses, and not contact method email addresses.

The following exceptions apply to the automatic enablement of the Email Domain Restriction feature for existing customers:

  1. Email addresses using common carrier domains (yahoo, gmail, aol etc.) will not be restricted
  2. The restriction will not be enabled for accounts with more than 10 email domains.

ACTION: Account owners should please check that the settings and email (sub)domains are set appropriately for your needs. For further details on this topic, please refer to the knowledge base.

Integrations and Partner Ecosystem

PagerDuty App for Splunk v4.0.1

Ever feel like you’re spending too much time managing alert configurations and settings or feel overwhelmed by alert storms? Now, generally available, the latest PagerDuty App for Splunk (v4.0.1) now enables PagerDuty and Splunk customers to:

  • Allow PagerDuty to leverage the Splunk Alerts framework to save time and energy
  • Streamline and group incident data within PagerDuty in a way that makes sense to you to reduce alert noise and information overload

Learn more in the splunkbase

Webhooks IP Addresses

Do you have any webhooks configured in PagerDuty? If so, please be aware that since May 5, 2022, the official list of IP addresses that PagerDuty uses to send Webhooks calls have been provided on this page.

Please safelist those IP addresses to ensure service continuity.

Learn more about webhooks IPs

Product Deprecations

Please take note and keep your teams informed of our upcoming product deprecations:

V1/V2 Webhooks

If you are currently using V1/V2 webhook extensions in your PagerDuty environment, you need to migrate them to V3 webhook subscriptions to maintain functionality. Please follow our migration guide.

Important Dates:

  • V1 Webhooks – V1 webhook extensions became unsupported (no new features or bug fixes) since November 13, 2021 and will stop working in October, 2022.
  • V2 Webhooks – V2 webhook extensions will be unsupported in October, 2022 and will stop working in March, 2023.

Required Permissions:

  • Admins or Account Owners can migrate an entire account.
  • Team Managers can only migrate webhooks for their assigned Teams.

What are Webhooks? Webhooks allow you to receive HTTP callbacks when significant events happen in your PagerDuty account, for example, when an incident triggers, escalates, or resolves. Details about the event are sent to your specified URL, such as Slack or your own custom PagerDuty webhook processor.

If you have any questions, please reach out to your PagerDuty contact or our support team at support@pagerduty.com.

Learn more about webhooks

Webinars & Events

Join us for the following webinars and events to learn more about PagerDuty’s recent product updates and how they benefit customers.

PagerDuty Summit 2022 (In-Person and Online)

Join us to learn new ways to orchestrate, accelerate, and elevate your critical work. Enjoy inspiring keynotes, exclusive product demos, hands-on training courses, and new perspectives on developer operations, site reliability engineering artificial intelligence for IT Operations, process automation, and more! We look forward to empowering you with new ideas and skills, so you can be ready for anything in your digital operations. Join us in-person in San Francisco (June 7th), Sydney (June 15th), and London (June 21st), or online!
Register Today!

Supercharge Your AWS Cloud Platform with Self-Service Cloud Ops

Join Mandi Walls (PagerDuty), Mark Kriaf (AWS), and Cody Brown (Techstrong Group), as they share how you can:

  • Delegate self-service automation to run faster and eliminate toil
  • Automate AWS infrastructure tasks through one interface
  • Connect AWS operations to IT process workflows
  • Turn AWS requests into self-service operations for end users

Learn More

Register for upcoming events in June here!

PagerDuty Community Twitch Stream

Join us on our Twitch channels, PagerDuty Twitch Stream and PagerDuty Community Twitch Stream, to catch up on one of our latest streams led by our Developer Advocates! Catch our past streams via the YouTube Twitch Streams Channel.

PagerDuty Community Twitch Stream

If your team could benefit from any of these enhancements, be sure to contact your account manager and sign up for a 14-day free trial.